The  Senior Operations Associate will play a vital role in supporting rider and driver recruitment, driver engagement, and ensuring the overall well-being of our driver community. This multifaceted role also involves providing customer care support to enhance the overall SafeBoda experience.

Key Responsibilities:

• Rider and Driver Recruitment: Actively source, train, and onboard new riders and drivers. Conduct orientation sessions and ensure compliance with onboarding procedures.
• Driver Engagement: Foster positive relationships with drivers through regular communication and engagement initiatives, and implement strategies to boost driver satisfaction and loyalty.
• Driver Quality: In liaison with the Country Manager, develop and implement fraud mitigation strategies and create and continually improve driver quality programs. Ensure the team’s full compliance with driver disciplinary procedures.
• Customer  Support: Respond promptly and professionally to driver and passenger inquiries, concerns, and feedback
• Initiate proactive interactions: Take the initiative to connect with passengers and drivers through calls and surveys, aiming to enhance engagement, ensure retention, and optimize customer lifetime value.
• Driver Well-being: Monitor and assess the well-being of drivers, addressing concerns related to their physical and mental health, and implement well-being programs and initiatives to enhance the overall work experience for drivers.
• Operational Support: Assist in day-to-day operational tasks, including monitoring service levels, and collaborating with other teams to address operational challenges and improve overall efficiency.
• Basic reporting: Prepare regular reports on driver recruitment, engagement, quality, & well-being plus customer support metrics.
• Compliance: Ensure that all drivers comply with company policies, local regulations, and safety standards. and collaborate with relevant teams to address compliance issues promptly.

Qualifications and Technical Skills required

• Bachelor’s degree in Business Administration, or a related field.
• Previous experience in driver operations, operations, or customer service roles
• An analytical mindset with the ability to interpret and analyze data.
• Proactive and detail-oriented with the ability to multitask effectively.