PETALING JAYA: Delivery Hero has relocated its Malaysia Shared Service Centre to a new office in Kuala Lumpur as the global food delivery group expands its regional operations in the country.
The company said the new 38,000 sq ft facility at Multi-Purpose Tower involved an investment of more than RM20mil and will support its businesses across 16 markets in Asia Pacific, Turkiye and Europe, including foodpanda Malaysia.
Notably, the Malaysia Shared Service Centre provides operational support to Delivery Hero’s regional businesses, while foodpanda Malaysia continues to serve local consumers, merchants and delivery partners.
Over the years, the centre has expanded its role to cover functions including customer experience, process excellence, technology, finance and people operations.
Tareq Barto, chief executive of foodpanda, foodora and Yemeksepeti, said Malaysia has become an increasingly important hub for Delivery Hero’s regional service operations because of its strategic location, multilingual workforce and digital ecosystem.
“These strengths enable us to support multiple markets from a single location, while continuing to raise the bar for operational excellence across the region,” he noted.
He said the investment reflects Delivery Hero’s long-term confidence in Malaysia and its workforce, adding that the company is creating more opportunities for Malaysians to take on specialised roles supporting international markets.
Delivery Hero said it is also incorporating artificial intelligence and automation into its operations to reduce routine tasks, allowing employees to focus on more specialised work and more complex business challenges.
The company is aiming for Malaysians to make up approximately 80% of the Malaysia Shared Service Centre workforce by 2027, as part of its strategy to develop local talent for regional roles.
According to Barto, the expansion of the shared service centre is intended to equip employees with skills and experience that can support the group’s businesses across multiple international markets.
Kenneth Soh, managing director of foodpanda Malaysia, said having Delivery Hero’s regional shared service capabilities based in Malaysia allows closer collaboration between the local business and regional operations.
“Having the Malaysia Shared Service Centre’s regional capabilities based in Malaysia enables us to respond faster, collaborate more effectively and continuously improve the experience we deliver every day,” he said.
He added that the company’s workforce is adapting to new technologies, while taking on increasingly specialised responsibilities as the business evolves.
Delivery Hero said the new facility was purpose-built to support collaboration, innovation and future ways of working, with the aim of strengthening operational capabilities and improving customer experience across the region.
The group said it will continue investing in its people, technology and operational capabilities as it expands its regional support functions from Malaysia, adding that these investments are ultimately intended to improve services for customers, merchants and delivery partners across its markets.
