Driver Operation Associate (Driver Management)

Job Brief

• We are looking for a proactive and people-oriented Operations Associate to support Driver Partner performance and service quality on the platform. In this role, you will investigate disputes, conduct coaching calls, and work closely with Driver Partners to ensure compliance with platform policies and service standards.
• This role is ideal for someone who enjoys problem-solving, communicating with people, and making fair decisions in a fast-paced operational environment

What you’ll do

• Support daily driver operations through administrative processing, tracker updates, and process improvements

• Conduct coaching calls with Driver Partners who have breached platform policies

• Enforce platform, service, and safety standards where required

• Handle driver enquiries and operational requests via walk-in, email, chat, and internal platforms

• Ensure cases are processed in accordance with internal SOPs and required timelines

• Maintain accurate case records, documentation, and system updates

• Escalate operational issues appropriately and follow through until resolution

What we seek

• Diploma or equivalent qualification

• Comfortable using Microsoft Excel, Google Sheets, and other online systems

• Effective bilingual communication skills in English and a Mother Tongue language, with the ability to support Driver Partners in their preferred language. 

• Strong communication and problem-solving skills

• Able to handle difficult conversations professionally and confidently

• Detail-oriented, organised, and able to follow processes with good understanding of operational requirements.

• Adaptable and able to work in a fast-paced environment