The Operations Executive is responsible for supporting and coordinating B2C (Platform-Based Mobility) operations to ensure operational efficiency, service continuity, driver engagement, contractor coordination, and high levels of client satisfaction.

The role acts as a key liaison between operations teams, drivers, Driver Captains, field teams, clients, and internal stakeholders. The incumbent contributes to operational performance, supply growth, compliance, service quality, and continuous improvement through strong coordination, reporting, and data-driven decision-making.

1. Driver Supply & Onboarding

• Support driver acquisition initiatives, onboarding campaigns, and referral programs. 

• Assist drivers with onboarding documentation, platform registration, and activation processes. 

• Monitor onboarding pipeline, activation rates, and conversion performance. 

• Coordinate with Supply Leads and Driver Captains to improve onboarding efficiency and supply growth. 

2. Driver Engagement & Support

• Act as a primary point of contact for driver support, queries, and issue resolution. 

• Support driver engagement initiatives aimed at improving retention, utilisation, and activity levels. 

• Assist in the reactivation of inactive drivers. 

• Maintain regular communication with drivers through calls, WhatsApp, and field interactions. 

3. Driver Captain Network Coordination

• Support the implementation and coordination of the Driver Captain model. 

• Monitor Driver Captain KPIs, including referrals, activations, responsiveness, and retention. 

• Assist in onboarding, guiding, and supporting Driver Captains. 

• Ensure effective communication between Driver Captains, field teams, and internal departments. 

• Escalate operational and performance concerns where necessary. 

4. Platform Operations & Performance Monitoring

• Monitor operational KPIs including driver utilisation, supply availability, retention, cancellations, and performance metrics. 

• Maintain operational dashboards, tracking sheets, and reporting tools. 

• Analyse operational data to identify trends, gaps, and improvement opportunities. 

• Support operational decision-making through accurate reporting and performance insights. 

5. Compliance, Quality & Operational Support

• Monitor driver compliance with platform standards, policies, and operational procedures. 

• Support investigations relating to complaints, incidents, and service quality concerns. 

• Assist in resolving day-to-day operational issues impacting drivers and customers. 

• Ensure continuity and operational stability across platform-based mobility services. 

6. Stakeholder Coordination

• Liaise with internal departments including Operations, Supply, Finance, Fleet, and Field Teams. 

• Coordinate with contractors, Driver Captains, corporate clients, and external stakeholders. 

• Ensure alignment between operational execution and business objectives. 

• Maintain effective communication flow across all operational levels. 

• Strong operational coordination and administrative skills 

• Excellent communication and interpersonal abilities 

• Strong analytical, reporting, and problem-solving capabilities 

• Ability to manage multiple stakeholders simultaneously 

• Good organisational and multitasking skills 

• Strong attention to detail and follow-up discipline 

• Ability to work under pressure in fast-paced operational environments 

• Proactive, adaptable, and solution-oriented mindset 

• Basic financial, billing, and reconciliation awareness 

• Proficiency in MS Office, particularly Excel and reporting tools 

• Diploma or Degree in Logistics, Transport Management, Supply Chain, Business Administration, or a related field 

• 2–5 years’ experience in transport operations, logistics, mobility platforms, fleet management, or operational coordination 

• Experience in B2B transport operations and/or gig economy platform environments is an advantage 

• Experience in contractor, driver, or fleet coordination preferred 

• Familiarity with operational dashboards, KPI tracking, and reporting systems is an advantage