[HAN] Operations Team Lead

Driver Team Management & Development (40%)- Develop and manage the driver workforce based on tiered models (Station, Shift (Full-time/Part-time), FL).- Set operational KPIs for each driver group and ensure performance standards (AR, FR, Ontime, CPD, churn rate).- Monitor daily operational data, analyze trends to detect issues, and propose improvement initiatives.- Conduct training to improve driver quality: focusing on order handling, delivery behavior, and compliance with Ahamove standards.- Collaborate with OE/Product/BA teams to enhance driver management tools (app, dashboards, incentive systems).- Collaborate with Central Ops to design regional and time-based driver allocation plans (peak/off-peak hours).- Lead pilot projects for new models (Shift Rider, Station, EV, etc.).- Recommend process improvements to reduce surge pricing and CPD while boosting productivity.Driver Community Building & Engagement (40%)- Evaluate driver performance using quality metrics (rating, complaints, delay).- Develop and manage the “Driver Quality Score” program to rank drivers by reliability and efficiency.- Collaborate with OE/Product to establish early warning systems for high-risk drivers (low rating/high cancellation).- Design targeted training programs for core, new, and underperforming drivers.- Establish and manage the Ahamove Hanoi Driver Community (Driver Community HAN).- Plan and execute quarterly engagement activities (offline events, recognition programs, loyalty campaigns).- Launch the “Voice of Driver” feedback mechanism to gather insights regularly.- Operate internal multi-channel communication systems (Zalo groups, app feed, in-app messages).- Partner with Marketing to organize appreciation and engagement campaigns.Team Leadership & Coaching (20%)- Lead and take full responsibility for the performance, results, and development of team members within the department.- Execute tasks and projects assigned by the Department Head in alignment with departmental objectives.