Rider Affairs Senior Manager

Key Accountability Areas:

Rider Affairs Management

• Implement strategies to improve rider engagement and satisfaction.
• Monitor and analyze rider performance metrics, identifying areas for improvement.
• Manage and resolve rider-related inquiries, issues, and complaints promptly and effectively.
• Oversee the regular training and onboarding sessions for new riders to ensure compliance with company standards.
• Continuously improve rider safety through solid mechanisms.
• Lead initiatives to recognize and reward high-performing riders.
• Evaluate and refine the rider onboarding process to enhance efficiency and retention.
• Establish and maintain effective communication channels between riders and the company.
• Prepare and present reports on rider performance, engagement, and satisfaction to senior management.

Strategy & Planning

• Contribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions' heads.
• Make critical decisions that support the Division's strategic and tactical direction.
• Establish the plans for the respective functions/teams and provide inputs that support the Division’s 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 relevant 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 HS’s 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 function's 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.

QUALIFICATIONS/REQUIREMENTS:

Knowledge and Experience

• 8 - 10 years of experience in logistics, rider management, or related fields, with at least 3 years in a leadership role.
• Strong communication skills, with the ability to resolve rider-related issues and maintain effective relationships.
• Strong analytical skills with proficiency in data analysis, performance metrics, and reporting.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

Education and Certifications

• Bachelor’s degree in logistics, business administration or a relevant field is required.
• Master’s degree is a plus.