Zainab Malik

• Led end-to-end operations across Maintenance, Quality, Customer
service and Housekeeping, ensuring service continuity and SLA
compliance.
• Drove KPI and cost analysis to improve operational efficiency,
service quality, and expense control.
• Built and coached team leaders through structured onboarding,
training, and performance management.
• Led RCA-driven process improvements and cross-functional
execution of operational initiatives.
• Managed workforce planning, rosters, and coverage to optimize
manpower and productivity.
• Provided field leadership through inspections, audits, issue
resolution, and stakeholder coordination.
• Acted as escalation authority across departments, ensuring timely
resolution and accountability.
• Led operations for audits, system rollouts, and critical events,
including emergency response.
• Oversaw mission planning, checklist optimization, and daily
execution readiness.
• Approved operational expenses and supported guest experience
escalation and recovery.

• Led Deliveroos New Verticals operations across the UAE,
spanning grocery, pharmacy, convenience, gifting, and restaurant
delivery.
• Oversaw operations across 200+ partner locations, managing
100+ field staff including pickers, team leads, and agency
workforce.
• Closely monitored customer care and rider operations, ensuring
customer satisfaction, SLA compliance, rider availability, efficient
dispatch, and end-to-end order fulfillment excellence.
• Designed and scaled operational workflows, picker performance
frameworks, and order lifecycle optimization to improve speed,
accuracy, and availability.
• Managed partner relationships, driving operational compliance,
service quality, and continuous improvement initiatives.
• Conducted market research and data-led analysis to identify
optimization opportunities and support expansion and localization
strategies.
• Collaborated cross-functionally with technology, commercial, and
partner teams to localize order flows and improve conversion,
availability, and order accuracy.

• Co-taught and led engaging, student-centered lessons for
kindergarten and primary classes, aligning with British
Curriculum standards to foster holistic learning and
development.
• Designed and implemented creative art projects,
encouraging student expression and enhancing fine motor