SSA Monitoring Operations Lead


About Moove

Moove is on a mission to make Africa and other emerging markets more productive and successful by redefining access to auto finance and vehicle ownership. Our starting point is a technology-enabled lending model to radically transform the availability of auto finance and vehicles for on-demand ridesharing services across tier 1 African cities. By doing so, Moove is creating sustainable jobs for mobility entrepreneurs in the mobility sector

About the Role

Moove is looking for a highly committed and people-obsessed Monitoring Operations Lead to support the Country Monitoring Operations across our business in Sub Saharan Africa and provide support to the Central Monitoring team. Responsibilities will include leveraging people-leader experience to guide the team through excellent communication, decision-making, training of the Monitoring Team, and enforcing overall Operational Excellence and discipline within the Monitoring team across our SSA markets. If you've got great communication skills, unique attention to detail, operational acumen, and strong work ethics, we would like to meet and explore this opportunity with you.

The Opportunity 

We are looking for an SSA Monitoring Operations Lead who will be responsible for supporting the development and successes of our Monitoring operations across Sub Saharan Africa and should be flexible to support 24/7 operations. The successful candidate will also be a representative and ambassador for the team across the company. The ideal candidate for the role is an experienced people leader who is people-centric and understands lean operations management and can combine both into a world-class driver offering.


What You’ll be Doing

  • Development and revamping of the Monitoring and Support teams’ KPIs.
  • Build-up and enforcement of the Monitoring and Support teams’ operational processes and playbooks alongside the Head of Central Operations (SSA).
  • Provide ongoing support to the team captains and monitoring.
  • Confidently manage escalations and provide ongoing support to all the local teams. 
  • Provide organized feedback to Country Managers regarding driver feedback and trends. 
  • Investigate specific driver or market case details to determine the root cause of the issues and proffer relevant solutions.
  • Timely inbound and outbound feedback to all relevant parts of the business.

What You will need for this position

  • +5 years experience as a senior customer experience operations manager at a tier-1 technology start-up or multinational.
  • Bachelor’s degree in any field.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal skills.
  • Proficient in the use of Microsoft Office Applications (Word, Excel, Powerpoint).
  • Creative analytical problem-solving skills with the ability to provide excellent customer service. 
  • Experience managing a high-density call center is a plus.
  • Ability to work well in a team environment and contribute to a collaborative work environment. 
  • Optimally prioritize work to target the high-impact issues first.
  • Ability to remain calm under pressure.

KPIs that will be measured after you start

    • 95% of drivers meet their daily KPIs.
    • 90% average responsiveness and resolution to driver issues within 24 hours.
    • 95% driver compliance with Moove Driver community guidelines.
    • Driver Average NPS score >90% per quarter.
    • Who You'll Be Working with:

    Directly reporting to our COO, and closely working with our President of Operations.

    About the team

    Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded people to join us in our mission to disrupt vehicle ownership and make cities better.

    Moove is strongly committed to diversity within its community.

    The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

    Pre-hiring Notice: Moove relies on the accuracy of information contained in employment applications, as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations, falsifications, or material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or, if an individual has already been hired, termination of employment.

    EEO Statement: Moove is an equal opportunity employer and does not discriminate on the basis of gender, race, sexual orientation, marital status, religion, political affiliation or any other protected characteristic. 

    About Moove: Moove is a mobility asset finance company and is Uber's preferred fleet partner across Sub-Saharan Africa. Our Vision is to democratise vehicle ownership and empower mobility entrepreneurs across Africa.

    Our Core values are Compassion, Excellence, Innovation, Teamwork, Trust and Ownership.

    Or, know someone who would be a perfect fit? Let them know!


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