Rider Affairs Senior Manager

Key Accountability Areas:Rider Affairs ManagementImplement strategies to improve rider engagement and satisfaction.Monitor and analyze rider performance metrics, identifying areas for improvement.Manage and resolve rider-related inquiries, issues, and complaints promptly and effectively.Oversee the regular training and onboarding sessions for new riders to ensure compliance with company standards.Continuously improve rider safety through solid mechanisms. Lead initiatives to recognize and reward high-performing riders.Evaluate and refine the rider onboarding process to enhance efficiency and retention.Establish and maintain effective communication channels between riders and the company.Prepare and present reports on rider performance, engagement, and satisfaction to senior management.Strategy & PlanningContribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions' heads.Make critical decisions that support the Division's strategic and tactical direction.Establish the plans for the respective functions/teams and provide inputs that support the Division’s goals and objectives. Distribute tactical responsibilities effectively to potential leaders in the Division, to improve the succession readiness of the organization over time. Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary. Governance and ResilienceFollow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner. Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness. Uphold a high-performance working environment and promote HS’s Values.People ManagementSet performance objectives, provide necessary support, evaluate direct reports, and provide regular feedback on performance. Participate in the identification and recruitment of key talents for the function. Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow. Provide opportunities for team members to suggest, participate in, and contribute to improvement, innovation, and knowledge-sharing initiatives.Budget ManagementManage and own the budgeting cycle and provide input to the budgeting process. Ensure effective utilization of the function's budget, and report accurately on progress and challenges. Investigate and propose implementing strategies that result in a positive financial impact for HS.Manage the reporting departments effectively within budget, and report accurately on progress made and challenges encountered. Formulate strategies that result in a positive financial impact for HS and aim to mitigate financial and operational risks.QUALIFICATIONS/REQUIREMENTS:Knowledge and Experience8 - 10 years of experience in logistics, rider management, or related fields, with at least 3 years in a leadership role.Strong communication skills, with the ability to resolve rider-related issues and maintain effective relationships.Strong analytical skills with proficiency in data analysis, performance metrics, and reporting.Ability to work in a fast-paced environment and manage multiple tasks simultaneously. Education and CertificationsBachelor’s degree in logistics, business administration or a relevant field is required.Master’s degree is a plus.