Operations Excellence Specialist

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Summary

As a Specialist in Operations Excellence, you will focus on customer compensation, fraud management, compliance, and policy misuse prevention within our global operations. You will play a crucial role in setting the standard for fairness and financial integrity, managing compensation budgets, protecting our ecosystem from misuse, identifying and mitigating risks related to fraud, ensuring adherence to company policies, and collaborating with cross-functional teams to develop strategies to ensure cost efficiency across 18 markets. This role is key to maintaining the integrity and trust of our services, providing an optimal customer experience and  ensuring that we uphold the highest standards in operational excellence.

 

ROLE POSITIONING AND OBJECTIVES:

Compensation Integrity & Policy Management

• Evaluate and resolve complex compensation cases to safeguard customer experience and maintain brand trust.

• Analyse compensation data to identify trends, root causes of issues, and recommend improvements to the business process and operational team on policy and operational processes.

• Serve as the policy expert on compensation, ensuring adherence to internal rules and regulatory requirements while focusing on responsible budget utilization and a positive customer outcome.

Fraud Management

• Monitor and analyse systems for fraudulent activities, identifying emerging threats and risks that could impact the company’s reputation and operations.

• Implement fraud detection tools and strategies to minimise financial and reputational risks.

• Work with legal, security, and operational teams to resolve fraud-related issues and ensure preventive measures are in place.

Compliance and Policy Enforcement

• Ensure compliance with local and international regulations, implementing policies that align with industry best practices and standards.

• Conduct regular audits and reviews to ensure company policy adherence and identify areas for improvement.

• Advise leadership on best practices for maintaining compliance, particularly in rapidly evolving regulatory environments.

Policy Misuse Prevention

• Develop and monitor processes to identify and resolve policy misuse or violations by customers, employees, or partners.

• Work closely with internal teams to ensure policies are communicated clearly, understood by all stakeholders, and enforced consistently across all markets.

• Collaborate with compliance, legal, and customer service teams to resolve any identified misuse incidents swiftly.

Reporting and Data Analysis

• Use data analytics tools to track fraud incidents, identify root causes,  compliance violations, and policy misuse cases.

• Apply advanced data analysis techniques to identify patterns, trends, and areas of concern related to fraud, compliance, and policy misuse.

• Prepare regular reports and insights on budget utilisation, fraud management, compliance status, and policy enforcement for leadership and stakeholders.

• Work with data teams to refine fraud detection algorithms, ensuring that data is leveraged effectively for proactive risk management.

 

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.

 

Qualifications

• 2+ years of experience in customer service, fraud management, compliance, or risk management.

• Strong understanding of compensation policy frameworks, fraud detection tools, and regulatory requirements.

• Experience in developing and enforcing policies and procedures to ensure operational integrity.

• Proven ability to analyse large datasets using data analysis tools such as SQL, Excel, Python, or similar.

• Experience using data visualisation tools (e.g., Tableau, Power BI) to report on key performance metrics and identify trends. Basic understand of SQL is a must.

• Ability to interpret complex data sets to drive insights and inform decision-making processes.

• Familiarity with fraud analytics tools and techniques to track, measure, and predict fraudulent activities.

• Strong communication skills, with the ability to translate data insights into actionable recommendations for leadership and cross-functional teams.

Core Competencies

• Deep understanding of fraud prevention and compensation policy framework, ideally in a global or multi-market environment.

• Analytical mindset, with a strong focus on data-driven decision-making and risk mitigation.

• Strong attention to detail and a proactive approach to identifying and addressing issues before they escalate.

• Experience working with legal and security teams to mitigate risk and maintain regulatory compliance.