Compliance Monitoring: Ensure riders follow company policies by handling investigations, suspensions, and escalated complaints.
Order monitoring: Ensure to monitor driver supply and take necessary action according to the playbook.
Performance Tracking: Develop and manage tools (e.g., productivity trackers, QMS dashboards) to monitor rider compliance, identify trends, and drive improvements.
Process Improvement: Identify workflow gaps and implement solutions to reduce violations, improve rider behavior, and support retention.
Data Optimization: Create and refine data templates to enhance agent productivity and reduce manual errors.
Risk & Regulatory Management: Lead compliance risk mitigation, ensuring alignment with regulations and internal policies.
Cross-Functional Collaboration: Oversee initiatives such as QMS to improve data accuracy, streamline processes, and strengthen coordination with CS and Fraud teams.
Rider Support: Engage directly with riders to resolve issues, gather feedback, and improve satisfaction and retention.
Service Level Management: Monitor SLAs to ensure timely responses, operational excellence, and accountability.
Requirements
1–3 years of experience in operations management or related fields.
Strong team player with the ability to work independently.
Flexible and adaptable in taking on new tasks.
Strong analytical skills.
Proficient in MS Excel and PowerPoint for data analysis and presentations.
Prior exposure to the E-commerce industry is an advantage.
Excellent command of English; proficiency in additional languages (e.g., Bahasa Melayu) is a plus.
