About team:
The Rider Performance Management (Senior) position is primarily responsible for developing, implementing, and overseeing strategies to optimize nationwide Rider performance and quality. You will lead a team to ensure performance targets are met, while proactively managing risks and addressing emerging issues.
Job description:
1. Rider Performance & Quality Management (Nationwide)
- Develop and implement performance and quality standards for the rider nationwide and at region levels.
- Analyze rider performance data (e.g., productivity, compliance, customer contact/complaint) to identify trends, strengths, and weaknesses.
- Develop and execute performance improvement programs, training, and initiatives to enhance rider service quality.
- Ensure consistency in the application of processes and performance standards across all regions.
- Provide regular reports on rider performance and quality to management.
2. Risk Management & Project Implementation
- Proactively identify, assess, and manage potential risks that could impact rider performance and quality (e.g., new rider compliance issues, high employee turnover, policy changes, system malfunctions).
- Develop and implement rapid response plans and effective troubleshooting when issues arise.
- Coordinate with relevant departments (Operations Team, HRBP, Risk) to resolve complex issues and ensure smooth operations.
- Propose long-term solutions to prevent recurrence of issues and risks.
3. Team Leadership & Development
- Lead, coach, and develop a team of PICs responsible for managing rider performance in various regions.
- Set individual and team goals, evaluate PIC performance, and provide constructive feedback.
- Foster teamwork, knowledge sharing, and experience exchange among team members.
- Ensure PICs are equipped with the necessary tools and knowledge to effectively perform their roles.
Job requirements:
- Minimum 3 years of experience in operations performance management, preferably in logistics, delivery, or e-commerce.
- Experience in managing teams, especially geographically dispersed teams.
- Strong data analysis skills, with the ability to translate data into actionable insights.
- Proven problem-solving and decision-making abilities.
- Excellent communication, negotiation, and presentation skills.
- Ability to work independently and collaboratively in a dynamic, high-pressure environment.
- Proficiency in English is a plus.
