Supply Chain Project Excellence Manager - Jumia Group

Jumia is a leading pan-African e-commerce platform. Its mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to customers, while helping businesses grow as they use Jumia's platform to better reach and serve customers.

Jumia is built around a marketplace and supported by a proprietary logistics business [Jumia Logistics] and a digital payment and fintech platform [Jumia Pay]. With over 3,000 employees, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating a sustainable impact in Africa.

In April 2019, Jumia was the first Tech company in Africa to be listed on the New York Stock Exchange.

The Project Excellence Manager will oversee process standardization, build reporting metrics, systems enablement and improving the overall efficiency of the warehousing, vendor and logistical business for the Supply Chain Team in Ghana.

What you will be doing:

Project Management:

• Ensuring pre-scope project plan is communicated to and anchored with project stakeholders together with their individual responsibilities.
• Ensuring project plans are created and maintained, deliverables tracked against time and cost, and resource utilization is monitored
• Co-coordinating quality activities to meet quality objectives. Managing project risks, issues and change control, communicating the impact to the project
• Conducting or contributing to post implementation reviews and identifying any lessons learned.
• Feeding carry-forward items back into the program plan

Business Intelligence:

• Providing expertise in understanding and using Jumia Supply Chain data models and systems, and act as resource in the interpretation and use of data generated and utilized by users of BI Tools.
• Creating KPIs and implement simple systems for performance measurements and growth; automating data collection and performance monitoring as much as possible.
• Designing granular dashboard using advance excel techniques which identify bottleneck areas of the operational processes.
• Using Order life analysis to monitor end-to-end warehouse/ logistics processes to improve operational efficiency.

Service Request:

• Developing and improve new and existing processes for resolving customer and vendor issues.
• Resolving all escalated issues end-to-end across Supply Chain
• Assigning all non-compliance related issues to each defaulting department and ensure proper actions are taken.
• Managing all emergency related logistics issues which could lead to non-satisfaction of the customer. E.g., Theft, Accidents, Confiscation of packages & weather obstruction.
• Informing and liaising with In-house and 3rd Party teams to resolve discovered problems.
• Analyzing and documenting all customer / seller complaints to prevent future occurrences of past problems

Process Control:

• Responsible for any mismatch of packages and all exception handling for packages in transit and at different hubs)
• Managing the loss compliance and write-off guidelines for packages stuck at different stages of packages/ item journey.
• Training all the in-house/ out-house teams for any new / existing processes for smooth operations
• Auditing SOPs vs on-ground processes and improving on deficiencies

Queue Management:

• Ensuring the timely scan at all the legs and updating in systems for movement as transferable unit.
• Monitoring the queues closely to identify anomalies thus improving performance
• Overseeing daily Reporting on Incidents/Change/Problem tickets and SLA status
• Updating the incident categorization matrix based on evolving business complexity.
• Overall Point of Contact for End to End package/ item handling by Jumia Ghana Supply Chain team

What we are looking for:

• Bachelor's Degree from an accredited university; Degree in Engineering, Operations, Supply Chain
• Proficient in Microsoft Office – Excel, PowerPoint, Word, Email, Internet, etc.
• Proficient in Google Office Suite – Google Drive, Google Sheets, Google Docs, Gmail, etc.
• Minimum 8 years-total experience in supply chain, operations and/or vendor management, experience, preferably within distribution, transportation or customer contact operations is required
• Demonstrated success in cross-functional, global project/program execution.
• Process oriented, well-organized with a high level of attention to detail
• Excellent analytical ability (with excellent proficiency in MS Excel); ability to leverage analytical work into action-oriented reporting and plans of action.
• Good Knowledge of the Logistical Operations in the local market is a plus.
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex information to diverse audiences and collaborate with cross-functional teams.

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