Operational Team Leader - On Demand - Witbank / Middelburg

 

Recruiter:

RTT

Job Ref:

RTT48077

Date posted:

Friday, December 23, 2022

Location:

Witbank / Middelburg, South Africa

Salary:

Negotiable


JOB SUMMARY:

    

      

The purpose of the Operational Team Leader is to manage the relationship between the respective cluster and client representatives and drivers. This is achieved through the engagement of drivers as well as through ensuring an exceptional customer experience both ...

JOB DESCRIPTION:

    

      

The purpose of the Operational Team Leader is to manage the relationship between the respective cluster and client representatives and drivers. This is achieved through the engagement of drivers as well as through ensuring an exceptional customer experience both from a business-to-business perspective (e.g., RTT with checkers stores) as well as from a business to consumer perspective (Driver’s delivery to the end consumer).

 

The role is accountable to ensure the quality of operations in accordance with client service level agreements, standard operating procedures, and legal/ regulatory requirements.

 

Critically, the Delivery and quality lead is accountable for planning, directing, monitoring, and controlling online delivery operations and ensuring that the operation is appropriately resourced to deliver against the demand within the assigned cluster. A key part of this is reviewing and reporting against exceptions as well as implementing corrective measures to reduce exceptions.  The incumbent will be required from time to time to assist with operations-based project planning and the rollout of operations for additional stores or whole new clusters.

 

The incumbent of this role is therefore expected to drive adherence to service level agreements and actively improve the engagement levels of the drivers within the allocated cluster. Ensuring access to resources for drivers to deliver their services as contracted is essential.  In addition, the incumbent must motivate and develop drivers to deliver customer services as well as to ensure their safety on the roads through monitoring their compliance to the rules and regulations and taking action where required.

•    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

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.



 

 

 

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