Head of Operations

SUMMARY:
Head of Operations

POSITION INFO:

Hands on Recruitment have partnered with a mobility company who are looking for a Country Manager to join their team in JHB. With a competitive salary on offer and excellent benefits, this is an opportunity not to be missed.

This is a full-time, on-site role as a Country Manager based in the Johannesburg Metropolitan Area. The Country Manager will be responsible for the day-to-day operations of the clients' platform in South Africa, managing a team of professionals, ensuring financial and operational targets are met.

Responsibilities and duties (included but not limited to):
Supply (Drivers):
● Communication - Design high quality communication strategies (format, content,
frequency…) towards drivers and ensure its execution. Reflects campaigns strategy in budget
and the other way round.
● Feedback - Provide clear and fact-based feedback about Product & Service gaps of our client vs.
competitors to the Regional Manager or directly to HQ teams who are involved in projects
● Driver Experience - Make sure the OPS team aspires for excellent Driver experience with
solving issues, while staying fast and well prioritised. Monitor high level KPIs on volume and
speed of issue handling. Lead by example by stepping into escalated issues demonstrating
empathy and a partner-approach to Drivers.
● Driver earnings - Ensure that Drivers' earnings are maximised in line with budgets. Ensure
that budgets reflect mid and long-term strategy and provide the OPS team specific guidance
for investing.
● Brand - In Government Relations (GR) work, promote Driver's work in a positive manner. Use
Public Relations (PR) opportunities to emphasise the Drivers as hardworking, reliable and
respected partners. Coach team to always have a respectful approach to drivers.
● Enhance Driver loyalty - Define loyalty focused strategies for the country. Support
implementation of our clients global loyalty initiatives. Personally lead top-impactful loyalty
projects in the country.
● Drivers' job security - Resolve any structural payout matters with HQ teams. Engage in
Drivers projects related to implementing insurances for Drivers.
● Advocate Driver's interests in GR - Actively use profound knowledge of Drivers' needs to
influence regulators toward Driver-friendly policies.
● Driver Support - Make sure we provide face to face interactions in the country effectively,
using all available resources for maximum speed and impact. Collaborate with Customer
Support (CS) on walk-in centre operations. Personally meet top Driver partners regularly. Set
high standards for face to face interaction with Drivers and lead the team towards those.
Demand (Riders):
● Quality - Define quality focused strategies for riders in the country, set long terms goals and
quality standards.
● Best value/price - Understand gaps in price and availability between our client and competition
and implement strategies to gain competitive advantage in both.
● Expansion of availability & offer - Define and implement strategies, timeline and goals for
country expansion.
● Brand - Actively participate in PR engagements promoting our client being a rider friendly platform.
● Brand - Actively use profound knowledge of Riders' needs to influence regulators toward
Rider-friendly policies alongside with PA/PR teams.
Organisation:
● Performance - Create strategies to accelerate the country business, set ambitious goals for
the team, always be aware of actual results and ready to step in to support. Promote a culture
of high performance in the team. Own budget process for the country as its strategic guidance
and top level goals.
● Maximise efficiency - Role model in cost-aware mindset, promote ROI-based prioritisations
in the team. Manage practical steps towards OPEX goals, improve country-level processes
with the team and consistently aim for a lean organisation in the country.
● Brand & Reputation - Act as an ambassador in- and outside of work. Actively create
opportunities for public engagement to promote the Bolt brand.
● Competition intel - Create and participate in industry networks with Drivers and other
stakeholders to receive and uphold best possible insights in the market situation.
● Product development - Share and discuss product feedback with peer CMs and together
suggest improvements to RM or HQ teams based on clear and data driven business cases.
Address any regulatory-related Product challenges to RM.
● Succession planning - Have a clear succession planning strategy, regularly review and drive
it together with the People Partner for the country. Make sure there are people in the team
that instantly can back up the business in case of unexpected situations..
● Attract & hire - Keep the highest standard in the recruitment process and prioritise this
regardless of business' pressure. Always learn how to recruit the best. Train others how to
find Talents and get them onboard.
Society & Environment:
● Employer Branding - Actively create opportunities to participate in public events to promote
our client as an employer. Develop yourself as great leaders for your team
● PR - Propose and participate in PR engagements within broader societal context of the
country to the PR team
● Ethics, morale, code of conduct - Be a role model in fair and transparent behavior. Ensure that healthy
business and personal values & integrity are assessed and kept high among hiring criterias

Qualifications

Exp