Manager, Drivers Affair

About the role:

We are looking for a dynamic and strategic leader to oversee end-to-end operations and service delivery for our driver community. This role is responsible for ensuring efficient, responsive, and high-quality support across multiple service channels, while driving operational excellence and continuous improvement.

Job Duties

Operational Leadership

• Oversee end-to-end operations of the Drivers Affair function, ensuring efficient, responsive, and high-quality service delivery across multiple channels
• Manage multi-channel service operations, including hotline and frontline support, ensuring consistent service standards and timely issue resolution

Transformation & Continuous Improvement

• Drive operational transformation initiatives through process redesign, service model enhancements, and digitalisation of workflows
• Establish and monitor key performance indicators (KPIs) to evaluate service performance, identify gaps, and implement continuous improvement initiatives

Workforce Planning & Team Leadership

• Lead strategic workforce planning and manpower optimisation, including transitioning to a hybrid-role model to enhance flexibility and deployment efficiency
• Lead, coach, and develop team members, fostering a culture of accountability, collaboration, and service excellence

Stakeholder Management & Policy Development

• Collaborate with internal stakeholders and external partners (e.g. LTA, CPFB, NTA, NPHVA) to develop, review, and implement policies affecting drivers and platform workers
• Serve as the key liaison for stakeholder engagement, ensuring strong alignment, effective communication, and partnership across departments

Financial Management

• Manage and administer the department's budget, ensuring prudent allocation of resources, cost efficiency, and financial discipline

Driver Engagement & Experience

• Plan and execute driver engagement initiatives and events to strengthen relationships and enhance overall driver satisfaction and loyalty

Job Requirement

• Degree in Business Administration, Human Resources, Operations Management, or related field
• Minimal 3-4 years experience in operations, workforce management, or stakeholder engagement
• Strong leadership, analytical, and problem-solving skills
• Excellent communication and interpersonal skills