Job Description
As the Assistant Manager, you will play a crucial role in supporting the Manager in managing the Partner Experience Team. You and your team will be responsible for the end to end process, from our Driver-Partner onboarding to support. You will need to ensure that the team adheres to the guidelines in place while maintaining a high level of service to both internal and external stakeholders.
- Oversee branch/backend operations, address, investigate, resolve and respond to our Driver-Partner’s enquiries and disputes that are escalated to the team in a timely and accurate manner. The ability to manage relationships in-person, as well as over email and call would be an added advantage.
- Work closely with other departments to resolve driver issues/enquiries.
- Refine existing processes, build a knowledge base and drive operational process improvements (both within the team and with other teams) to enable delivery of a high standard of support to our Driver - Partners.
As a people manager, you will also:
- Manage & direct daily team operations
- Supervise, coach & manage the team to ensure outstanding performance
- Report to management on team’s performance
Requirements
- Diploma/Degree or equivalent
- At least 8 years of experience in Operations, Customer Experience or similar role
- At least 5 years of experience leading a team
- Excellent communication and interpersonal skills
- Fluent written and spoken English required
- Process oriented background, with high attention to detail
- Customer centric mindset with a start-up attitude
- Proficient in Microsoft Office, and specifically in Microsoft Excel
- Experience with Zendesk would be an advantage
- Candidates with a second language/dialect would be preferred
