Rider Operations Manager

Job Summary

Key Accountability Areas

Rider Operations

• Develop effective processes to optimize delivery efficiency while ensuring rider satisfaction and adherence to regulations.

• Ensure operations run smoothly efficiently and in compliance with all relevant regulations.

• Manage rider equipment and uniforms.

• Monitor and control operational costs related to rider operations while maintaining service quality.

• Utilize technology and data to optimize delivery routes and improve efficiency.

• Identify opportunities to enhance rider operations through the implementation of new tools and systems.

• Develop and maintain key performance indicator (KPI) dashboards providing regular reports to senior management on rider operations performance trends and areas requiring attention.

• Manage the overall rider experience and communication such as Rider Pay Rider NPS rider churn rate Riders Early Life Cycle (New rider experience) and rider recruitment in regard to onboarding and training.

• Manage the rider support team and dispatch team in terms of SOPs and service Level.

• Manage and maintain rider earnings and CPO through rider payment system and incentives.

• Manage the communication channels of riders and rider app functionality.

• Increase the daily active riders supply.

• Manage compliance with CITC.

Strategy & Planning

• Contribute to the development and execution of the Divisions ABCs and OKRs while ensuring alignment with other Functions heads.

• Make critical decisions that support the Divisions strategic and tactical direction.

• Establish the plans for the respective functions/teams and provide inputs that support the Divisions goals and objectives.

• Distribute tactical responsibilities effectively to potential leaders in the Division to improve the succession readiness of the organization over time.

• Measure and track the Divisions OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

Governance and Resilience

• Follow all relevant policies procedures and processes for the daily work to be carried out in a controlled and consistent manner.

• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.

• Uphold a high-performance working environment and promote HSs Values.

People Management

• Set performance objectives provide necessary support evaluate direct reports and provide regular feedback on performance.

• Participate in the identification and recruitment of key talents for the function.

• Provide clear direction prioritize tasks assign and delegate responsibility and monitor the workflow.

• Provide opportunities for team members to suggest participate in and contribute to improvement innovation and knowledge-sharing initiatives.

Budget Management

• Manage and own the budgeting cycle and provide input to the budgeting process.

• Ensure effective utilization of the functions budget and report accurately on progress and challenges.

• Investigate and propose implementing strategies that result in a positive financial impact for HS.

• Manage the reporting departments effectively within budget and report accurately on progress made and challenges encountered.

• Formulate strategies that result in a positive financial impact for HS and aim to mitigate financial and operational risks.

Project Management

• Lead and guide the project management team in planning and organizing divisional or functional projects for their respective divisions.

• Direct and control projects to ensure that project cycles are completed and parameters (cost budget timelines scope and quality) are met monitored and in line with the required quality and standards.

• Lead initiatives and growth projects aligning concerned functions for seamless execution.

Stakeholders Relations

• Establish and maintain good working relationships with the key stakeholders internally and externally.

• Inform stakeholders of the relevant HSs actions and decisions.

Qualifications :

QUALIFICATIONS/REQUIREMENTS

Knowledge and Experience

• 6 - 8 years of relevant experience.

• Excellent communication and interpersonal skills.

• Knowledge of relevant software and tools for route optimization and tracking.

• Leadership and team management

Education and Certifications

• Bachelors degree in Business Administration Logistics or a relevant field is required.

• A masters degree in a relevant field is preferred.

Remote Work :

No

Employment Type :

Contract

Key Skills

• Six Sigma
• Lean
• Management Experience
• Process Improvement
• Microsoft Outlook
• Analysis Skills
• Warehouse Management System
• Operations Management
• Kaizen
• Leadership Experience
• Supervising Experience
• Retail Management

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