foodpandanewsletter_Q3

CENTRAL OPERATIONS Quarter 3 | 2020

Newsletter

In light of our campaign on promoting transparency, we tions that occured within the departments in the last
have decided to come up with a quarterly newsletter to quarter.
keep everyone aligned in the progress we have made.
The Central Ops quarterly newsletter is aimed to show To Kick Start this project let’s take a look at our first Cen-
the achievements, the growth and the internal promo- tral Operations Townhall video.
(https://youtu.be/p7cDwEk8FnQ)

WE HEAR YOU! Our famous employee survey, Peakon
has helped us understand your grievanc-
es and allow us to continue to make the
office a better place for all. Hence for the
last quarter, we did improve our scores by
+3 which is a good start!
To continue to make Central Operations
a second home to all, we have read your
comments and here are some famous
topics and actions plans that we aim to
conquer.

Summary No. of Good News, we heard you!!
Faulty Office Com-
Equipments ments

Career 54 • Each and everyone of you will get your own individual headsets. Aiming
Development for RS, PS & Commercial by December.
Transparency
• We know it is not very clear how to grow into a role that is being adver-
Leadership 55 tised by HR... Having said so, by early December, there will be clarity as to
Issues
how to qualify for an interview.
Unfairness
• Quarterly Townhalls & Newsletter. This quarter we are late, however
moving forward, we will aim to finish both by the 15th of the 1st month in

74 the quarter.
• Each department will share monthly results as to how your performance
contributed towards overall department / country performance.

• Teamleaders, STLs & OMs to also participate together with all agents and
everyone in engagement activities.

• OMs / HODs to have once a month open table sessions, where anyone and
113 everyone can speak to them and provide feedback. Even if you have noth-

ing to say... Go and say HI!.
• For all new hires, each department will also have specific onboarding train-

ing after being released to the ground.

• Work schedule will be released 2 weeks before your shift. (Aim to have this Now let’s take a look at what’s been cook-
166 rolled out by early December). ing in our departments.

• Payroll shortages, improve it to 99%. (management and support’s OKR)

CUSTOMER

SERVICE

Hello! thank you for choosing foodpanda, how can I help you?
Yes we are here to support our customers the minute an order
is placed until the order has been delivered.
And even with this Pandemic situation, we have outdone our-
selves with our achievements!

Measured QA CSAT AHT EMAIL AHT CHATS
KPI
75% 64% 8.8 hrs. 7.52 mins
START Q3 77% 68% 3.5 hrs. 6.77 mins

END Q3

Let us Congratulate our RISING STARS
for the quarter.
Agents to Real Time Analyst
Muhammad Khairuddin
Muhammad Nizaq
Muhammad Sharriq
Chiew Wai Kat
Foo Hui Ming
Karen Lim Jia Ern
Kogila Rathakrishnan
Lee Wai San
Mugenthan Ramesh
Ilman Rofidi
Muhammad Suffian
Naresh Mahendran
Shift Lead to Team Lead
Hiranraj Rajasing
STL to Assistant Project Manager
Melody Galvez
New Recruits
Sharon Subashini - Assistant Manager
And we are expected to continue to grow in the
next Quarter.

Central Operations | 2

PARTNER

SERVICE

The fabulous 2019 Annual Dinner Champions!

Yes, we have talents everywhere however our aim here in foodpanda is to serve our restaurant partners
to ensure that all orders are successful!

Check out the amazing achievements we conquered as a team in the last quarter!

Measured KPI June (Start value) Q3 OKR final
Reduction of I/O 1.4% 1.10%
Improving vendor Satisfaction to 90% (
average across and not weighted average) 81% 82.80%
Improve and maintain LiveChat and Call SLA in 95%
Improve and maintain the ticket resolution time in 24 hours 81.45% 91.5%
Improve and maintain the QA score in 95% 70.4% 89.30%
Reach Perfect Interaction of 90% 89.3% 90.80%
Reach Productivity of 12 (chat and emails) / AHT 76.6% 78.30%
8.34
5.39

Not forgetting our RISING STARS within the department, who have equally played a part in the achieve-
ments of the departments.
Agent promoted to RTA:
Ahmad Aezek Bin Ahmadsis
Anusha A/P K Chandrakumar
RTA promoted to Performance Lead:
Mohan A/L Chandrasagaran

Performance Lead promoted to SPL:
Bashirun Nizam Bin Seenimuthu

Central Operations | 3

Are we a new department?

No we’re not! We were previously known as the fa-
mous Dispatch department (DP) and have now re-

RIDER branded to Rider Services.
The Rider Service team supports our riders through-
out APAC to get an order from the restaurants to our
customers

SERVICES Achievements for Q3 FY 2020
- We launched Japan!!!
- We rebranded to Rider Service
- We started a new team called Rider Support
- And an upward trend for the following key KPIs.

Metric SLA AHT RSAT QA SCORE

Target 95% 4 min. 92% 95%

Actual 92.10% 3.6 min. 85.77% 93.14%

RISING STARS

Not forgetting our RISING STARS within the depart-
ment, who have equally played a part in the achieve-
ments of the departments.
Agents who have moved up the ladder
to Real Time Analyst:
Choy Kam Hwa
Thong Jiunn Yiu
Mohamad Fareed Rasid
Muhammad Radzali Hassan
Buvana Ramachandran
Our Extraordinary Team Leads to Performance Lead:
James Joseph
Ng Chee Hau
Our newly welcome colleagues to the team!
First ever, Data Analyst for Rider Services
Nur Afiqah Binti Md Ali Vejaya
Team Leaders:
Tharma Ruban Thuraisundaram (English)
Lee Chang Wah (Taiwan)
How Khor Ee (Taiwan)
Edward Chee Wai Keong (Hong Kong)

Central Operations | 4

QUA&LKITNY,OTWRALIENDINGGE
We are the spotlight department in Central Operations,
everyone knows us! We are the ones who train you,
quiz you, assess you, audit your chats and calls and also
coach you.

Its been a roller coaster ride and yet we push ourselves
to the best we could and check our latest achievements
and growth.

We grew so much that we...

• launched CS QA program successfully for Japan, RS
and PS to follow suit.

• An additional vertical carved out to support Partner
Care & Activation within the QTK umbrella.

• We also had a massive growth of headcount with
overall QA count moving from 30 to 44 and count-
ing!

Performance:

Metric June Quarter 3
(Start value) Performance
CSAT
ATA Variance 64% 68%
Sampling 6.30% 4.80%
Adherence 83% 91%
Smart Ticket
Adherence 37% 74%

Our RISING STARS in the team!

QA Execuitves got promoted to Team Leads
Ariel Baluyot
Hezerine Garcia
Our New Addition to the team,
Krishna Raj A/L Rajendram as our Training Manager

Central Operations | 5

COMMOEPRERCATIAIOLNS

Did you hear about the saleswoman who sold a lot of Who knew we had so many RISING STARS
freezers over the phone? She did mostly cold calls. in the last quarter
Commercial Training Team
Yes you can call us the telesales professionals. Agents to Training Lead:
We bring in more revenue by helping our restaurant Buvenesvary Nizam Bin Seenimuthu
partners boost up their sales. Tay Zhi Yan

Check out our awesome achievements! Commercial Deals Team
Commercial Executive to
Inside Sales Senior Commercial Executive:
Mohamad Syafiq Karami
We have signed up a total of 931 new restaurants in
the last quarter and with that, our team grew from 2 Commercial NCR Team
to 10 and expect more growth in the coming quarter. Commercial Executive to
Senior Commercial Executive:
We have also recently just launched Singapore and Mohammad Afzanidzam Aziz
Japan Telesales New Hires
Senior Team Leaders:
Deals Amir Azhar Fitri Bin Azmi
Lian Jian Khai
With our amazing pitch to our restaurant partners, we
were able to sign on 10,667 deals in the last quarter.
We also welcome 17 new colleagues to our Deals
team.


NCR

Money! Money! Money! Mo-neyy! Our total Revenue
in Euro in the last quarter was 12,35949 with a total
vendor growth of 7918. With that amount of growth,
our team also grew up to 51 new headcounts and ex-
pecting more growth in the coming quarter!


Central Operations | 6

CONTENT

OPERATIONS

So from updating pin drop locations, to menu creation
and updates, to photo editings, we are the brains and
masterminds behind all the beauty contents of the app.

Check our achievements!

SLA Restaurants updates across all
APAC was maintained at..
Menu Creation:

Metric AAA Cases Non AAA Cases

SLA 1.04 days 0.5 days

Photos: Restaurant Ocus Meero
Portal 9,678 15,182
Metric
897,116
Photo Processed

TOTAL Photos Processed: 2,401,477 in the last Quarter

Agent to Team Lead:
Angelo de leon

Agent To Real Time Analyst
Surendran Selvaratnam
April Lyn Perez Tan
Fatin Bazilah Zulkifli
Wong Jou Ee

Agent to Coordinators
Qamarul Arifin Ariff Haznal
Brandon Tong Whye Hong

Central Operations | 7

VACETNIVDATOIORNS

The Activations team under vendor operations is
here to help our restaurant partners to go live on
foodpanda.
We have reached some great achievements on our
average throughout the quarter. Check it out!

Metric SLA Productivity
Start Value 2.5 days 8
Q3 Performance 2.0 days 11

Besides that, we have just recently launched our
Quality Assurance process for ALL markets.
Our great Rising Stars for this quarter
Two of our good friends got promoted:
Germit Singh Jagbir Singh
Muhammad Afiq Aizat

S

Central Operations | 8

CONTENT QUALITY

& PROJECTS

THERE IS A NEW
TEAM IN VENDOR OPS!

July 2020, in line with the business direction to focus on
Content quality, the Content Quality and Projects Team
was setup under Vendor Operations in SSC.

The Vendor Operations: Content Quality and Projects
Team started with one aim, to assess the quality of
menus that go out by Content Operations agents every
day. With that in mind, For Q3 OKR, we set out to build
a Robust Audit and Coaching process for content and
photos to support all centralized countries.

Key Account Milestone Deals Non-Key Account New
Scorecard Scorecard Scorecard Scorecard Verticals
100% > 30%
40% 100% 40%

Thanks to our RISING STARS in contributing to the
achievements of this team.

Wani Kirthini
Yasha Yogeswari
Lai Shuei Fareez
Yee Ming Mansi
Yin Choo. Azura.
Prithe Danyal
Ateng Afiqah
Jacques Germaine
Sukjeet Angelo
Periya

“DID YOU KNOW THAT GMV CLASS IS
HOW WE CLASSIFY THE NUMBER OF

ORDERS BY A VENDOR?”

Central Operations | 9

PARTNER

CARE

Now we care for our restaurant partners and ensure that Congratulations to our RISING STARS for the
our partners are doing okay! last quarter:
Izzati was promoted to a Performance Lead
In a nutshell, here is what we have achieved within the Jasmine was promoted to a Performance Lead
last quarter! Star was promoted to a Team Lead
• Q3 has been the most productive quarter by far

as most of the centralization / planning are com
pleted for the new markets.

• L2 team is based out of either Central Ops or at
BPOs and has grown in terms of FTEs, from a
small team of 15 FTEs to a team size of 100+
FTEs now (inclusive of the BPOs FTEs).

.
• The team has worked tirelessly to finally achieve

the targeted SLA for each scope covered i.e
TAT for L2, Finance, Account Management,
Restaurant Transition have decreased to less
than 2 days for most of the markets.

Cheryl Ann Smith Angelo Davatos de Leon Central Operations | 10
Editor Layout & Design