Operational Team Leader - On Demand - Witbank / Middelburg

JOB SUMMARY:

    

      

•    At least 3- 5 years working experience in an operations environment (essential)
•    One year experience in supervisory capacity managing direct reports (essential)
•    One year experience in client facing operational role (essential) 

QUALIFICATIONS

•  Grade 12 or equivalent at NQF level 4 (essential)
•    Diploma in supply chain management/logistics/transportation/ safety management        or equivalent at NQF level 5 (essential) 
•    Code B Drivers License (essential)

Online Delivery Operations

Plan, Direct, Monitor and Control Online Delivery Operations through:
•    Monitoring and controlling driver availability per designated cluster  
•    Monitoring and controlling driver schedules daily and weekly per designated cluster  
•    Monitoring and controlling operational processes through the implementation of              SOP’s and training thereof
•    Monitoring and controlling driver activity in accordance with driver SOP  
•    Monitoring RTT driver delivery exceptions dashboards according to client SOP
•    Escalating delivery exceptions to OPS Manager and Client Customer Service  
•    Monitoring and controlling delivery exceptions per order level and apply correction         measures according to client SOP  
•    Monitoring and actively managing resource allocation versus order demand per                cluster  
•    Implement the Online Delivery Operations Plan and monitor execution against plan,        taking the necessary corrective actions as required 

Driver performance and engagement

•    Collectively set realistic and fair performance expectations for drivers and actively           monitor performance against targets. 
•    Ensure that drivers are aware of how their role contributes to the broader strategy        and that they are aware of how their performance as independent contractors is            measured and managed
•    Ensure that contractor roles and responsibilities are clearly articulated and                        understood 
•    Engage with drivers daily to determine if there are any challenges they are                        experiencing and actively work to resolve driver issues that will inhibit performance
•    Provide input into the recruitment of new drivers ensuring that they will meet the          requirements for the role, fit the culture of On Demand and are customer service            oriented and safety conscious 
•    Review driver performance and provide feedback on areas of development that can        be addressed through on the job training or through providing feedback to the OD        department to consider other collective development opportunities 
•    Monitor performance objectives, monitor and apply correction action on                            performance exceptions in accordance with policies and procedures and escalate           to OPS Manager for disciplinary or penalty actions  
•    Ensure that all drivers have the necessary resources and tools available in working          order to deliver their services including but not limited to:
•    Service and operational vehicles according to spec (coordinate vehicle services                according to driver schedules and availability)
•    Sim services 
•    Uniform and bike helmets

Knowledge

Business operations
•    On Demand operational systems
•    Rules and regulations of the road
•    Company SOPs
•    Client service level agreements
•    Leadership and management principles 
•    Microsoft office 
•    Project management 
•    Workforce scheduling and rostering
•    Motorbike driving knowledge
•    Performance management and improvement 
•    Cross-cultural communication
•    Legislative requirements
PHYSICAL / LEGAL REQUIREMENTS

Skills

•    Planning and organizing 
•    Problem Solving 
•    Prioritization 
•    Analytical Ability – Identifying trends and reviewing related information to develop          and evaluate options and implement solutions
•    Time management 
•    Project management 
•    Leadership 
•    Conflict resolution
•    Excellent communication ability that can be applied to all levels and cross-culturally        (written and verbal)
•    Diversity management Inclusion
•    Report writing 

Competencies Attributes

•    Strong professional communicator
•    Resourceful 
•    Self-motivated 
•    Collaborative 
•    Ability to foster and maintain relationships  
•    Positive and service-oriented attitude  
•    Ability to thrive in a fast-paced and high-pressured environment  
•    Ability to deliver on a task independently
•    Resilient 
•    Strong follow through 
•    Emotionally intelligent
•    Team player - Ready and willing to assist fellow team members where needed

Customer Service Management

Continuous improvement

Reporting