Rider Operations Manager

About the Role
In this position, you will be responsible for managing rider operations, ensuring the efficiency and satisfaction of the riders while adhering to all relevant regulations. You will utilize data and technology to optimize delivery experiences and will play a key role in developing strategies that align with the division’s goals. Additionally, you will be involved in budget management and project oversight, establishing positive relationships with stakeholders, and leading a team to enhance operational effectiveness.

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 including Rider Pay, Rider NPS, rider churn rate, and the rider's Early Life Cycle (New rider experience).
• Oversee rider recruitment regarding onboarding and training.
• Manage the rider support team and dispatch team in terms of SOPs and service levels.
• Manage and maintain rider earnings and CPO through the rider payment system and incentives.
• Oversee the communication channels of riders and rider app functionality.
• Increase the daily active rider supply.
• Ensure compliance with CITC.

Strategy & Planning

• Contribute to the development and execution of the division’s ABCs and OKRs, ensuring alignment with other Functions' heads.
• Make critical decisions that support the division's strategic and tactical direction.
• Establish plans for respective functions/teams and provide inputs that support the division's goals and objectives.
• Distribute tactical responsibilities effectively to potential leaders in the division, improving succession readiness over time.
• Measure and track the division's 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 identifying opportunities for continuous improvement of processes and practices to enhance effectiveness.
• Uphold a high-performance working environment and promote HS’s values.

People Management

• Set performance objectives, provide necessary support, evaluate direct reports, and offer 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 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 function's budget, reporting accurately on progress and challenges.
• Investigate and propose implementing strategies that result in a positive financial impact.
• Manage reporting departments effectively within budget and report accurately on progress made and challenges encountered.
• Formulate strategies that result in a positive financial impact 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 all project cycles are completed and parameters (cost budget, timelines, scope, and quality) are met, monitored, and in line with required standards.
• Lead initiatives and growth projects aligning concerned functions for seamless execution.

Stakeholders' Relations

• Establish and maintain good working relationships with key stakeholders internally and externally.
• Inform stakeholders of relevant actions and decisions.

Qualifications

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 skills.

Education and Certifications

• Bachelor’s degree in Business Administration, Logistics, or a relevant field is required.
• A master’s degree in a relevant field is preferred.