Operations Manager, Compliance, Trust & Safety

About the Role

We are seeking a proactive and driven Manager, Compliance, Trust & Safety to lead compliance operations, safety governance, and trust & safety initiatives across our ride-hailing and parcel delivery platform. This role is responsible for ensuring operational compliance with regulatory requirements, safeguarding platform integrity, and supporting safe and reliable experiences for both driver-partners and passengers.

The successful candidate will work closely with internal stakeholders, government agencies, and operational teams to strengthen compliance frameworks, investigate safety concerns, manage escalations, and support business continuity in a fast-paced startup environment.

Key Responsibilities

Compliance & Regulatory Management

• Monitor daily operations to ensure compliance with applicable regulations, policies, and operational standards.

• Develop, implement, and maintain compliance policies, SOPs, and internal governance frameworks.

• Conduct audits, investigations, and risk assessments to identify operational or regulatory gaps.

• Support regulatory submissions, reporting requirements, and compliance documentation.

• Act as the primary liaison officer with government agencies including:

• Land Transport Authority (LTA)

• Public Transport Council (PTC)

• Ministry of Manpower (MOM)

• Central Provident Fund (CPF)

• Singapore Police Force (SPF)

• Serve as the main point of contact for monthly driver data inspection submissions to Land Transport Authority (LTA).

• Validate and review driver inspection data to ensure accuracy and compliance with LTA requirements.

• Prepare and submit monthly manual driver data reports to LTA by the 15th of each month.

• Monitor inspection of passing rates and ensure compliance with LTA standards and regulatory requirements.

• Plan & execute driver engagement workshop on monthly basis - on safety, feedback, ops challenges etc

Trust & Safety Operations

• Lead and manage Trust & Safety initiatives across the platform.

• Investigate safety, quality, misconduct, and fraud-related incidents involving driver-partners and users.

• Handle urgent escalations

• Oversee incident management and ensure timely resolution of safety-related matters.

• Develop and enforce platform safety standards and operational guidelines.

Operational Support (BAU / Front Office Operations)

• Conduct face-to-face interviews and onboarding assessments with driver-partners.

• Conduct phone interviews and engagement calls with driver-partners.

• Educate driver-partners on platform policies, safety standards, and compliance expectations.

• Provide operational and data support for investigation and enforcement activities.

• Respond to escalations related to safety, service quality, and operational concerns.

• Maintain high standards of service recovery and stakeholder communication.

• Ensure driver and passenger queries are resolved within established service timelines.

Stakeholder & Partnership Management

• Represent the company in external meetings, operational discussions, and partnership engagements.

• Collaborate cross-functional operations, product, legal, and customer support teams.

• Build and maintain strong working relationships with regulatory bodies and external stakeholders.

Leadership & Program Management

• Lead, guide, and mentor the Trust & Safety team to achieve operational and compliance objectives.

• Oversee internship programs including onboarding, task management, performance tracking, and mentorship.

• Support process improvement initiatives through data analysis, reporting, and operational insights.

Requirements

• Minimum 5 years of experience in compliance, trust & safety, investigations, law enforcement, security operations, or regulatory affairs.

• Experience in ride-hailing, logistics, technology platforms, or startup environments will be advantageous.

• Strong understanding of regulatory compliance and operational risk management.

• Excellent investigative, analytical, and problem-solving skills.

• Strong stakeholder management and communication skills.

• Ability to manage high-pressure incidents and urgent escalations effectively.

• Proficient in data reporting, documentation, and operational coordination.

• Self-driven, adaptable, and able to work independently in a fast-paced environment.