Senior Operations Associate NBO

Who we are:

At SafeBoda, we believe that everyone in African cities should have access to affordable services at the click of a button. Our platform is carefully designed to meet the needs of African consumers as a one-stop shop for transportation, payments, and on-demand services. While motorcycle taxis serve as the lifeblood of many cities in Africa, they are extremely unsafe and disorganised. Our safe, convenient, transportation platform provides for Africa’s booming young population as well as creates community and stability for our rider fleet. Our payments and on-demand services empower our users to transfer money, pay bills and deliver packages instantly from the comfort of their homes.

Operational in Uganda and Kenya, we are a venture-funded Series B company that is already having a huge impact on millions of people in Africa. Our backers include Google, Unbound, GoVentures (GoJek’s VC), AllianzX, Yamaha, and Beenext, among others. We have a passionate and highly engaged team of superstars based in East Africa. Together, we aim to revolutionise transport and payments delivery in Africa’s cities.

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Job Summary:

The Senior Operations Associate will play a vital role in supporting rider and driver recruitment, driver engagement, and ensuring the overall well-being of our driver community. This multifaceted role also involves providing customer care support to enhance the overall SafeBoda experience.

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Key Responsibilities:

Rider and Driver Recruitment: Actively source, train, and onboard new riders and drivers. Conduct orientation sessions and ensure compliance with onboarding procedures.

1. Driver Engagement: Foster positive relationships with drivers through regular communication and engagement initiatives, and implement strategies to boost driver satisfaction and loyalty.
2. Driver Quality: In liaison with the Country Manager, develop and implement fraud mitigation strategies and create and continually improve driver quality programs. Ensure the team’s full compliance with driver disciplinary procedures.
3. Customer Support: Respond promptly and professionally to driver and passenger inquiries, concerns, and feedback
4. Initiate proactive interactions: Take the initiative to connect with passengers and drivers through calls and surveys, aiming to enhance engagement, ensure retention, and optimize customer lifetime value.
5. Driver Well-being: Monitor and assess the well-being of drivers, addressing concerns related to their physical and mental health, and implement well-being programs and initiatives to enhance the overall work experience for drivers.
6. Operational Support: Assist in day-to-day operational tasks, including monitoring service levels, and collaborating with other teams to address operational challenges and improve overall efficiency.
7. Basic reporting: Prepare regular reports on driver recruitment, engagement, quality, & well-being plus customer support metrics.
8. Compliance: Ensure that all drivers comply with company policies, local regulations, and safety standards. and collaborate with relevant teams to address compliance issues promptly.

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Qualifications and Technical Skills required

• Bachelor's degree in Business Administration, or a related field.
• Previous experience in driver operations, operations, or customer service roles
• An analytical mindset with the ability to interpret and analyze data.
• Proactive and detail-oriented with the ability to multitask effectively.
  
  
  

Key Competencies/Personal skills

• Communication skills: should be an active listener with an ability to articulate themselves, verbally and in writing
• Customer centricity: Possess excellent listening skills, courtesy, and be empathetic.
• Ability to use G-Suite which is Google Docs, Google Sheets, Google Slides, and Google Drive
• Adaptability and accountability; being able to demonstrate openness to changing work priorities and deadlines to establish the knowledge, skills, and behaviors necessary to follow agreed practices and understand why they are important to meeting customer needs
• Problem-solving skills: Makes suggestions and implements improvements to personal work and analyzes systems and processes for opportunities to gain efficiency
• Agility: Ability to switch between multiple systems while helping customers and also switch channels frequently – that is to say, tracking while attending to customers, etc.
• Time management: Being able to arrive in time before the scheduled shift and have time control over breaks.
• Teamwork and Interpersonal skills: Easily builds rapport quickly with people at all levels and from different backgrounds, including peers and customers in an open, friendly, and professional way.

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Benefits

• Competitive salary.
• Health insurance
• Transport Facilitation.
• Paid annual leave
• A supportive team environment with mentorship from SafeBoda leadership
• Be a critical part of a team at the pinnacle of tech entrepreneurship in Africa

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Company Values

1. Community – Community drives us. We treat every driver, staff member, and customer with respect, knowing that together, we are stronger.
2. Innovation – We challenge the status quo and create smart, practical solutions that make everyday life simpler and safer
3. Transparency – We are open-minded and candid, openly sharing our opinions without fear of judgment. We actively seek feedback on our product and performance to continuously improve.
4. Safety –We stand for safety. We protect our drivers, passengers
5. Integrity -We earn trust by staying true to our values, holding ourselves to the highest standards, and delivering on our promises.
6. Collective Commitment - Everyone is encouraged to disagree while a decision is being made. However, once a decision has been made, everybody must commit to it. “I agree and I commit, I disagree

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Ready for the Challenge?

Send an email to recruitment@safeboda.com and CC simon@safeboda.com, attaching your CV and a Cover Letter indicating why you are the right fit for the role. Please use "Senior Operations Associate NBO” as the subject of the email. Please note that only shortlisted candidates will be contacted.

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