to be added

Key Responsibilities

Team Leadership and Management:

• Lead, mentor, and develop a team of 20 - 30 professionals, fostering a high-performance culture and supporting individual career growth.

• Set clear performance expectations, deliver regular constructive feedback, and conduct performance appraisals in alignment with organizational goals.

• Manage team capacity, staffing, and resource allocation to ensure operational demands are met effectively.

• Cultivate a collaborative and inclusive environment that promotes knowledge sharing, continuous learning, and team cohesion.

Operational Excellence:

• Implement and refine operational policies and procedures to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs).

• Monitor, analyze, and report on operational metrics and trends, identifying areas for improvement and executing action plans to boost efficiency and quality.

• Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance uplift.

• Proactively address workflow challenges, resolve escalations, and ensure timely and effective problem resolution.

Cross-Functional Team Management:

• Collaborate closely with other departments such as HR, Training, Quality Assurance, IT, and Workforce Management to align operational activities and achieve shared goals.

• Act as a liaison between frontline teams and support functions, ensuring clear communication, coordinated efforts, and streamlined workflows.

• Facilitate cross-functional projects and initiatives to enhance end-to-end process efficiency and service delivery.

• Represent team interests in cross-departmental meetings and contribute to organizational planning and strategy.

Process Improvement and Innovation:

• Identify, evaluate, and implement process improvements, automation, and best practices to increase productivity and quality while reducing costs.

• Encourage a culture of innovation by empowering team members to propose and pilot new ideas, tools, and methods.

• Stay current with industry trends, emerging technologies, and best practices to drive operational innovation and maintain a competitive edge.

• Lead or contribute to change management initiatives to ensure smooth adoption of new processes and technologies.

Skills, Knowledge & Expertise

• Experience: 4+ years in Operations Management or similar leadership roles, preferably in Customer Service, Ride-hailing industry.

• Availability: Must be open to rotational shifts

• Language : English Level or Regional Language Proficiency.

• Skills:

• Strong leadership and people management abilities

• Excellent analytical and problem-solving skills

• Proven experience in cross-functional collaboration and project management

• Ability to drive process improvements and operational efficiencies

• Effective communication and interpersonal skills

• Proficiency in performance monitoring tools and MS Office/Google Workspace