Head of Operations (Dispatch Riders Management)

Principal Duties and Responsibilities

Fleet Management:

• Supervise the day-to-day operations of the Scooty fleet, ensuring smooth and efficient services.
• Monitor and optimize fleet utilization, ensuring that Scooties are strategically placed to meet demand.
• Recruitment of riders, screening them, and onboarding them

User Experience Enhancement:

• Develop strategies to enhance the overall user experience for Scooty users.
• Collaborate with cross-functional teams, including product development and marketing, to implement improvements based on user feedback.

Safety and Compliance:

• Implement and enforce safety standards and compliance protocols for Scooty riders.
• Conduct regular safety training sessions and audits to ensure adherence to safety guidelines.

Performance Analysis:

• Analyze key performance indicators (KPIs) related to Scooty operations and user experience.
• Implement data-driven strategies to optimize Scooty routes, reduce delivery times, and enhance overall efficiency.

Team Leadership:

• Lead and motivate a team of Scooty riders and operational staff.
• Provide guidance, coaching, and support to ensure high levels of productivity and job satisfaction.

Technology Integration:

• Work closely with the technology team to integrate user-friendly features into the Scooty app and enhance the overall digital experience.

Collaboration:

• Collaborate with internal stakeholders to align Scooty operations with broader company goals.
• Foster positive relationships with external partners, including Scooty maintenance services and vendors.

 

Key Performance Indicators

Overall Operations Management:

•   KPI: Operational Efficiency Index
• Metric: Percentage reduction in operational costs over a defined period.

Process Optimization:

• KPI: Process Improvement Rate
• Metric: Number of optimized processes implemented within a given timeframe.

Resource Management:

• KPI: Resource Utilization Ratio
• Metric: Percentage of resources (personnel, equipment, budget) effectively utilized.

Risk Management:

• KPI: Risk Mitigation Effectiveness
• Metric: Percentage reduction in identified operational risks.

Communication and Collaboration:

• KPI: Cross-Functional Collaboration Index
• Metric: Frequency and effectiveness of inter-departmental communication.

Team Supervision:

• KPI: Team Performance Index
• Metric: Achievement of team goals and targets.

Performance Management:

• KPI: Performance Improvement Rate
• Metric: Percentage improvement in individual and team performance.

Revenue Operations:

• KPI: Revenue Optimization Rate
• Metric: Percentage increase in revenue generation.

Strategic Planning:

• KPI: Strategic Alignment Score
• Metric: Alignment of operational strategies with overall business goals.

Competencies and Skills:

• Team building, motivation, and conflict resolution
• Data analysis, problem-solving, and decision-making.
• Verbal and written communication, presentation skills
• Strategic thinking, foresight, and goal setting.
• Change leadership, innovation, and continuous improvement.
• Budgeting, financial analysis, and cost control.
• Technology integration, and familiarity with relevant tools and systems.
• Identifying and mitigating operational risks.
• Risk analysis, contingency planning, and crisis management.
• Inter-departmental collaboration, teamwork, and relationship building.

 

Minimum Qualifications:

• Bachelor's degree in Business, Logistics, or a related field (Master’s degree preferred)
• Proven experience in operations management, preferably in the logistics or last-mile delivery sector.
• Extensive experience in operations management, typically ranging from 5 - 10 years or more.
• Strong leadership skills with a focus on team building and development.
• Excellent analytical and problem-solving abilities.
• Familiarity with user experience principles and a customer-centric mindset
• Knowledge of safety regulations and compliance standards related to two-wheeler operations.