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Operational Team Leader

4 months ago

Brits, South Africa RTT Full time

**The Role**
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.

**Skills and Experience**
- 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)
- 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
- 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)

**Key Accountabilities** 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 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

**Customer Service Management**
- Review operational delivery in area for trends and proactively improve processes, procedures, and ways of working to ensure continued positive service delivery
- Drive first time customer service satisfaction through detailed dashboard monitoring ensuring proactive management of service delivery as opposed to being reactive based on client complaints
- Ensure communication with internal and external clients on customer service levels

**Continuous improvement**
- Continuously seek opportunities to contribute to the overall improvement of the cluster, region, and overall operation
- Review and improve processes to ensure effective service delivery, operational efficiencies, and cost management

**Reporting**
-