Nada Khaled
Operation Excellence and Queue Manager at Jumia
New Cairo, Cairo, EgyptWork Experience
Doorstep Delivery & Fulfilment ManagerFull Time
eXtra electronics
Dec 2022 - Present -2 yrs, 6 months
Egypt , Cairo
- Job Details:Build Supply Network Design to deliver and install in one visit nationwide, same day delivery , support differentiated aftersales service such as loaners, repair at home and trade-in, disassemble old products and exchange malfunctioning home appliances and electronics and replenish the stocks at the stores. Create operating procedures for Doorstep Delivery and Fulfilment processes in alignment with cross function departments and to be in line with the central SOPs of eXtra SA. Set up the work tools requirements for the Doorstep Delivery and Fulfilment software and delivery application for Doorstep delivery, returns and linehaul real time tracking. Work closely with IT and UX teams to develop customized tech solutions for a differentiated E2E doorstep experience for the different and various customer scenarios. Responsible for the UAT (User Acceptance Test) of the operating software. Develop a work process to enable online purchase via Consumer Finance and deliver the product at doorstep while activating counter measures to fraud. Develop a hassle-free return process, account for dead-on-arrival for large and small home appliances and electronics and enable refund for Cash On Delivery customers. Customize a booking system for large home appliances doorstep delivery and introduce a new application for route optimization. Benchmark Geo-Location data and architect the city/state/area for all Egypt with detail to feed all backend systems. Develop 3PL companies' playbook and reference manuals and guidelines. Survey market for selecting the adequate 3PL companies for the partnership in terms of cost and quality of service. Draft and negotiate contracts with 3PL courier and Heavy & Bulky companies and Transportation Contractors. Design the Doorstep and Fulfilment Organization and recruit and train the A Team who could deliver on our promise of Best-In-Class Experience to the customers Develop department and team’s objectives, KPIs and targets.
Doorstep Delivery & Fulfilment ManagerFull Time
eXtra electronics
Dec 2022 - Present -2 yrs, 6 months
Egypt , Cairo
- Job Details:Build Supply Network Design to deliver and install in one visit nationwide, same day delivery , support differentiated aftersales service such as loaners, repair at home and trade-in, disassemble old products and exchange malfunctioning home appliances and electronics and replenish the stocks at the stores. Create operating procedures for Doorstep Delivery and Fulfilment processes in alignment with cross function departments and to be in line with the central SOPs of eXtra SA. Set up the work tools requirements for the Doorstep Delivery and Fulfilment software and delivery application for Doorstep delivery, returns and linehaul real time tracking. Work closely with IT and UX teams to develop customized tech solutions for a differentiated E2E doorstep experience for the different and various customer scenarios. Responsible for the UAT (User Acceptance Test) of the operating software. Develop a work process to enable online purchase via Consumer Finance and deliver the product at doorstep while activating counter measures to fraud. Develop a hassle-free return process, account for dead-on-arrival for large and small home appliances and electronics and enable refund for Cash On Delivery customers. Customize a booking system for large home appliances doorstep delivery and introduce a new application for route optimization. Benchmark Geo-Location data and architect the city/state/area for all Egypt with detail to feed all backend systems. Develop 3PL companies' playbook and reference manuals and guidelines. Survey market for selecting the adequate 3PL companies for the partnership in terms of cost and quality of service. Draft and negotiate contracts with 3PL courier and Heavy & Bulky companies and Transportation Contractors. Design the Doorstep and Fulfilment Organization and recruit and train the A Team who could deliver on our promise of Best-In-Class Experience to the customers Develop department and team’s objectives, KPIs and targets.
Head of Logistics Last Mile OperationsFull Time
Nov 2021 - Dec 2022 -1 yr, 1 month
Egypt , Cairo
- Job Details:Leading company-controlled fleet operations and expansion and 3PLcompanies. Managing day to day operations for delivery and reverse flows. Challenging established processes and implementing new processes to adapt to the fast growth of Jumia Services internal and external clients. Design and improve processes and KPIs. Finding creative and innovative ways to offer a better customer experience. Working closely with the Jumia Services central team to share and implement global best practices for customer deliveries. Responsible for meeting the Global logistics targets and KPIs including quality of customer experience. Build forecasted volumes for country wide locations and hubs. Responsible for full staffing lifecycle, including interviewing, hiring, performance management, evaluation, and promotions. Responsible for Sustainability and ESG practices within the company.
Operation Excellence and Queue ManagerFull Time
Jan 2019 - Present -6 yrs, 5 months
Egypt
- Job Details:Reporting to: Global Operation Excellence Head / Country Manager Direct Reporters: 5 General Job Description & Responsibilities: Define, design, and implement process improvement for ecommerce operations and queue management to ensure integration and alignment vertically and horizontally across organization. Implement audits on warehouses and hubs to ensure processes are followed, and seek for areas of improvements. Establish and maintain performance metrics to measure different flows of customers and vendors orders. Generate analytics that provides projections of business volumes. Evaluate data and perform statistical analysis to identify improvement opportunities as well as associated issues and risks. Compile and prepare reports, presentations and other documents for enhancing visibility of volume flows. Ensure the timely implementation by directing, guiding others, and applying various operational excellence tools to resolve problems including providing training where required. Build effective relationships, influence and motivate operations units to ensure their wholehearted commitment to the achievement of operational excellence. Work with external stakeholders to understand and investigate their feedback into the service/function provided. Monitoring, assessing and developing required performance management and quality scorecards applicable to the respective functions. Understand business needs/expectations; review SLA’s between Business & Operations. Correct workload balance across process flows and align to staff productivity and SLA’s. Develop job profiles and KPIs and process for performance measurement and effective productivity tracking.
Business Development ManagerFull Time
Capstone
Jan 2017 - Jan 2019 -2 yrs
Egypt , Cairo
- Job Details:Capstone is an opportunistic private equity fund management firm with a key focus on investments in real estate, healthcare, digital solutions and other consumer facing sectors including FMCG and retail service. Direct Reporters: 2 Reporting to: Group Managing Director General Job Description & Responsibilities: • Strengthen Capstone connections with government, corporates, contractors and vendors by extending existing relationships to facilitate new partnerships. • Create awareness of the company fund management activities in the market. • Delivering technical presentations, for clients, investors and other companies on best strategies for improving investment revenues and negotiate with prospective partners for allocation of work to the company. • Update company operations with new market research finding advancements based on market trends to anticipate future investments. • Identify gaps in strategy proposals along with the financial analysts and work to address these gaps for a compliant response. • Assignment and recommendation of business partner companies. • Represent Capstone Holding at targeted shows and events. • Project management and follow-up on all running projects. • Assist the marketing material development for the fund raising as well as fund management. • Handle all purchasing activities for the holding company, including sourcing, negotiation, contracting and ordering process. • Identifies trendsetter ideas by researching industry and related events, publications, and announcements; tracking individual contributors and their accomplishments. • Closes new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations. • Understanding the future perspective of the company and developing strategies for growth accordingly.
Education
BA - Law English in Law
Cairo University (CU)Jan 2007 - Jan 2011 - 4 yr
Skills
- Procurement
- Purchasing
- Contracts
- Sourcing
- Leadership
- Negotiation
- Delivery Management
- Customer Service Delivery
- Last mile
- Transportation
View More
Languages
English
FluentArabic
Fluent
Training & Certifications
PMP
HPA·2016ISO 19001 Internal Auditor
DNV Egypt·2015Certified KPI Professional diploma
The KPI Institute, Australia·2015Bids and Tenders Management Leading to Contract
London Management Center, London, UK.·2014Project Management
Maersk Dampfaergevej Training Center, Copenhagen, Denmark·2013