Operations Manager

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