Description
Key Responsibilities
Driver Incentives Operations
Own the operational rollout of driver incentive schemes: End-to-end operational ownership of live incentive programmes — scheme setup, configuration, and go-live checks in the incentives platform.
Maintain tracking sheets to monitor incentive spend against budget, and flag overruns or underspend early.
Maintain a clean repository of scheme rules, eligibility criteria, and historical campaign parameters for tracking purposes.
Support post-campaign reporting — pulling and structuring data for CPIR, redemption rate, and participation analysis.
Driver Communications
Support execution across in-app messages, push notifications, SMS, and driver app announcements.
Draft, proofread, and schedule communications for incentive launches, policy changes, and service updates, ensuring accuracy and consistency of tone.
Driver Payments
Support the operational cadence of driver payment runs — validating payment files, checking for anomalies, and coordinating cut-off timelines with Finance.
Investigate and resolve payment discrepancies and driver payment queries escalated from support, tracking root cause and turnaround time.
Maintain SOPs and checklists for payment processing to reduce manual error and ensure consistency across pay cycles.
Driver Support
Act as the operational bridge between the Driver Supply team and the Driver support function — triaging escalations related to incentives, comms, and payments.
Monitor support ticket volumes and turnaround times tied to Driver Supply issues; identify recurring pain points and drive fixes upstream.
Run periodic quality checks on support responses related to driver payments and incentives to ensure accuracy.
Ensure drivers’ documents (license, insurance, vehicle registration, etc.) are kept up-to-date and valid, tracking expiry and following up on renewals
Job requirements:
2–5 years of experience in an operations, business operations, or similar execution-focused role, ideally in ride-hailing, e-commerce, fintech, or another high-volume marketplace/platform business.
Diploma or Bachelor's Degree in Business Administration, Operations Management, Logistics, Supply Chain Management, Marketing, Finance, Data Analytics, or a related discipline.
Candidates with relevant experience in operations, ride-hailing, e-commerce, fintech, or platform businesses will be considered regardless of field of study.
Excel skills (lookups, pivot tables, conditional logic) — you're comfortable building and maintaining trackers
Exceptional attention to detail — comfortable double-checking figures, reconciling numbers, and catching errors before they go live.
Strong organisational skills and a bias for following through — you keep multiple recurring operational cadences (payments, comms, incentives) on track without things slipping.
Comfortable working with data to identify issues and track performance
A calm, methodical approach to troubleshooting when something breaks — payment runs, comms sends, or incentive