Rider Operations Manager at Nani Employee Leasing Company (Nani EL)

Job Summary:

• The Rider Operations Manager will oversee all aspects of rider recruitment, onboarding, management, and performance to ensure a high-performing fleet capable of meeting the needs of both on-demand delivery clients and business customers. This role includes overseeing revenue generation from riders, managing exceptions, and addressing defaults to maintain operational excellence and profitability. The ideal candidate has a strong background in fleet or rider operations, with proven skills in managing people, optimizing processes, and driving results.

Key Responsibilities

Rider Onboarding and Training

• Develop and manage the recruitment and onboarding process for riders, ensuring seamless integration into company’s operations.
• Conduct comprehensive rider training programs, covering safety, efficient delivery practices, customer service, and the use of company’s digital tools.
• Ensure riders meet compliance requirements, including necessary certifications and documentation.

Rider Management and Performance

• Monitor and track rider performance metrics such as delivery success rates, punctuality, earnings, and compliance with operational standards.
• Set clear KPIs for riders and implement systems to regularly review and improve their performance using data-driven insights.
• Optimize rider schedules and delivery assignments to maximize productivity and service quality.
• Provide ongoing feedback and support to riders through regular check-ins and performance evaluations.

Revenue Management and Exception Handling

• Oversee revenue collection from riders, including daily remittances and payments to financing partners.
• Develop and enforce processes to minimize payment defaults while addressing exceptions like late payments or missed deliveries promptly.
• Collaborate with finance teams to reconcile rider payments, ensure accurate reporting, and mitigate financial risks.

Operational Excellence

• Create and implement processes to streamline rider operations, from dispatch to delivery, ensuring efficiency and scalability.
• Develop systems for tracking rider behavior, maintenance needs, and revenue generation, leveraging IoT-enabled fleet management tools.
• Identify and resolve operational bottlenecks, ensuring timely and reliable delivery services for all customers.
• Maintain compliance with safety regulations and operational standards across all activities.

Collaboration and Stakeholder Management

• Work closely with the Maintenance and Business Onboarding teams to ensure riders have access to well-maintained bikes and are matched with the right delivery opportunities.
• Collaborate with the Sales team to onboard new business customers and integrate them seamlessly into company’s delivery operations.
• Foster a culture of accountability, respect, and teamwork among riders and operational staff.

Qualifications and Requirements

• Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• 5+ years of experience in fleet or rider operations, logistics, or related roles.
• Proven ability to manage and motivate large, diverse teams in a fast-paced environment.
• Strong analytical skills with experience in monitoring performance and managing revenue streams.
• Familiarity with IoT-enabled fleet management systems and digital logistics platforms is an advantage.
• Exceptional problem-solving, conflict resolution, and decision-making skills.
• Excellent interpersonal and communication skills, with a focus on collaboration and customer satisfaction.