· Supervise and monitor rider operations in the respective emirates.

· Continuously monitor Rider Performance metrics, such as the late login, no shows, acceptance rate, working hours, percentage of late orders, average delivery time, and speed of response.

· Identify issues with processes or gaps in data and tackle them, communicating solutions effectively to management.

· Manage and resolve rider-related complaints shared by external stakeholders.

· Oversee administrative tasks such as rider activations, maintaining the rider’s database with updated information, and resolving additional rider inquiries.

· Answer phone inquiries and handle complaints from riders in a courteous and professional manner.

· Manage delivery tracking systems and dashboards.

· Organize workflow and ensure that riders comply with delivery service department policies and procedures.

· Maintain knowledge and utilize all fleet information and user surveys to forecast new requirements.

· Create reports in MS Excel and Google Sheets focusing on business improvement.

· Prepare daily, weekly, and monthly fleet performance reports.

· Maintain monthly vehicle maintenance records and petrol consumption records.

· Prepare regular reports, perform audits on various operations, and evaluate processes as per business requirements.

· Analyze all opportunities and recommend ways to improve efficiency and reduce costs.

· Ensure compliance with applicable laws of RTA and ICT and company policies.

· Analyze data to optimize better outcomes to present to higher management.

· Employees may be deployed to any emirate and assigned to different departments based on operational requirements.