Get to know the Role:
As the Assistant Manager, you will play a crucial role in supporting the Manager in managing the Centre Operations Team. You and your team will be responsible for providing in-person as well as online support to our Driver-Partners and Passengers. 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.
The day-to-day activities:
• Address, investigate, resolve and respond to cases escalated to the team in a timely and accurate manner
• Engage internal and external stakeholders and ensure that sufficient support is given to the team for daily operations
• Propose and implement changes to refine processes, build/maintain a knowledge base and drive operational process improvements to enable delivery of a high standard of support to our Driver-Partners and Passengers
• Provide insights, support the development and implementation of tools and systems to elevate the overall customer experience
• Continually evaluate the need to provide support across the different business functions
As a people manager, you will also:
• Manage & direct the daily team operations
• Supervise, coach & manage the team to ensure outstanding performance
• Engage the team and develop the next level of leaders
• Align on goals and targets and provide regular report to management on team’s progress and performance
The must-haves:
• At least a 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
• Consumer-centric mindset with a start-up attitude
• Project management experience
• 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
If you share our vision of driving South East Asia forward, apply to join our team today. Click "I'm interested" and we will respond with further instructions!