An exciting opportunity has become available!
OneCart is hiring a Driver Supply and Trust Manager, this role ensures that all business standards are set for the entire driver value chain. This involves driver acquisition, retention and managing the lifecycle of partners and drivers ensuring a reliable and high-quality driver network. Your responsibilities will include driver
recruitment strategies and processes, driver value proposition and ensuring driver capacity
consistently meets the needs of the business. Oversee business trust and safety risks
through the ongoing assessment, evaluation, and interpretation of associated risks, as well
as develop and implement remedial action where necessary.

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