Driver Supply and Trust Manager at OneCart

Strategy and Initiatives

• Design and implement an end-to-end driver acquisition and retention strategy by creating a compelling driver value proposition to improve and maintain Driver NPS
• Define and implement projects focused on continuous improvement related to recruitment and onboarding processes.
• Conduct quarterly competitive market research.
• Develop a driver forum (listening sessions) and engagement events.
• Develop and execute business trust and safety strategy for scale.
• Draft and implement driver compliance strategy by creating standard operating procedures and policies across the driver value chain.
• Stay up to date on industry trends and best practices to implement innovative and effective initiatives aligned to business strategy.

Driver supply - Sourcing

• Develop effective, digital driver application, onboarding and training flow.
• Collaborate with learning and development to ensure all drivers are trained on the business app, processes and procedures to ensure successful deliveries and a positive driver experience.
• With learning and development:
•  Inform drivers of training dates.
• Send invitations to drivers for training.
• Ensure the register is sent to all attendees on the day of training.
• Follow up to ensure the register is signed by each attendee.
• Send the completed register to the third party.
• Send an end-of-day report to the third party.
• Send the final onboarding list to O.C. for onboarding the drivers.
• Send the driver login details to drivers and area managers.
• Communicate with the Learning Manager regarding available dates and time slots for training.
• Collaborates with forecasting, growth and operations teams to ensure driver capacity based on new business, business as usual and peak demand.
• Facilitate recruitment requisitions sign-off

Driver supply - Retention

• Develop an effective and scalable communication framework.
• Collaborate with the business to design and implement automated driver performance rewards and penalties across all service levels.
• Partner with the Product and Technology team to create a better user experience for drivers.

Driver supply – Driver Management

• Facilitate driver payment queries with finance & ops
• Facilitate driver requests for proof of employment and remuneration
• Ensure driver records are maintained
• Co-ordinate step change rollouts with driver partners and legacy drivers
• Facilitate driver AOD’s
• Liaise with the third party on general queries.

Trust and safety – Driver Compliance

• Develop standard operating procedures and code of conduct with remediation and reporting mechanisms to monitor driver compliance.
• Auditing and monitoring driver document compliance, ensuring it is up to date. License’s and permits
• Audit to ensure all Drivers have a minimum 3rd party insurance

Trust and safety – Incident Reporting

• Develop and scale remedial action including moderation, escalation, feedback, and legal compliance.
• Develop a process for incoming accidents and incidents; escalation of severe accidents and incidents to management.
• Respond timeously to safety incidents and other related issues as well as take appropriate measures to ensure the affected stakeholder is supported.
• Collate and monitor driver accidents/incidents/complaints
• Collaborate with the product teams to build and improve abuse detection and internal moderation tools.
• Engage and collaborate with clients to inform them of any accidents and claim affecting their account in consultation with the account manager.
• Follow up on 3rd party insurance claims

Trust and safety – Risk Management

• Oversee business trust and safety risks through the ongoing assessment, evaluation and interpretation of associated risks, and develop and implement remedial action where necessary.
• Ensure audit compliance and remedial actions to be addressed.
• Develop and draft insurance strategy end to end.
• Draft standard operating procedures for insurance claims and processes to manage claims end to end.
• Ensure partner / driver agreement is updated and reviewed annually aligned to legal requirements.

Cross-Functional Collaboration

• Collaborate with other departments such as product development, delivery success, driver supply to align support efforts with organisational goals.
• Providing insights and feedback from stakeholder interactions to inform product development and service enhancements.
• Participating in cross-functional meetings and projects to address all stakeholders needs and challenges effectively.

Budget and Resource Management

• Managing support resources effectively to meet service demands within budget constraints.
• Forecasting staffing needs and resource requirements based on projected workload.
• Optimising resource allocation and scheduling to ensure coverage during peak periods.
• Identifying opportunities for cost savings and efficiency improvements without compromising service quality.

Reporting

• Develop and implement a monthly NPS report.
• Develop and implement a quarterly competitive market research report.
• Develop and implement a monthly driver forum report.
• Develop and implement a real time recruitment and retention tracking tool.
• Develop and implement a monthly driver supply and demand report.
• Monitor driver performance and quality of services
• Develop and implement a monthly driver turnover report
• Complete the following KPI metrics weekly:
• KPI Performance Disincentives
• KPI Performance Disputes
• KPI Performance Review
• Minute monthly meetings with service providers
• Track SOP’s for Uniform rollouts and return of uniforms

People Management

• Design and develop driver supply, trust and safety organisational structure.
• Manage direct reports.
• Manage associate performance using performance management tools to support business objectives.
• Utilise and demonstrate effective management principles and practices to create and maintain a successful team, resulting in an environment where all are valued and respected.
• Implement and manage annual leave.
• Promote a culture of continuous learning and improvement within the support team.

Effective teamwork and Self –Management

• Maintain a positive attitude
• Take ownership of driving your career development (skills and knowledge)
• Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
• Communicate effectively, maintain relationships
• Follow any lawful and reasonable instruction from your line manager
• Act as part of the Operations team by assisting other members of the team to achieve common goals
• Consistently live and be an example of the Company's values
• Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
• Adherence to the company policies and associated company policies and procedures

Minimum Academic, Professional Qualifications & Experience required for this position

• Matric
• Relevant business degree
• +6 years operational experience
• +3 years eCommerce experience
• Previous management experience and/related role in a startup