Head of Operations at Max.ng

Role Overview

The Head of Operations is responsible for the overall management of all operations activities which includes Fleet operations, portfolio Risk Management and Driver Experience. The successful candidate will be responsible for managing and improving the day-to-day operations of our business to ensure that we meet our goals and objectives. The role reports to the Chief Operating Officer.

Responsibilities

Fleet Operations

• Work directly with the global executive team to own and deliver growth targets
• Develop a vision and set the strategic direction of the Fleet Operations Process which aligns with customer needs, business objectives and overall growth
• Develop Vehicle Operations execution strategies, management, designing and roadmaps.
• Own and drive the whole Vehicle Operations lifecycle from inspection to purchase to repairs and developing cross-functional partnerships for business
• Ensure that MAX vehicles are equipped with necessary documents, equipment and accessories
• Work cross-functionally with other departments like Finance, Products, and Tech to drive business growth
• Pursue a deep understanding of user and customer needs through research and data analysis
• Oversee operation optimization across MAX
• Develop and implement standards and controls, systems and procedures, and regular evaluation to ensure organizational stability

Portfolio Risk Management

• Credit process management including enhancing process effectiveness and increasing efficiency
• Risk rating accuracy and asset loss reserve adequacy
• Portfolio risk assessment, management and reporting to the sChief Financial Officer
• Credit policy development and compliance, also engage in industry wide research for best practice to aid business goal
• Assist in the development, maintenance and implementation of MAX's Credit Control policies, procedures, reporting and systems (including compliance monitoring)
• Ensure debt recovery procedures are fully effective and all available recovery options are utilized to maximize recovery outcomes. Manage any ‘extreme’ credit control situations which are outside the authority levels of Credit control at city level and escalate to the senior manager where appropriate
• Develop and implement a Credit Risk Measurement Framework, which includes rating models (PD) and LGD/ EAD measurement
• Ensure timely and accurate reporting to the relevant stakeholders (including board, Execs, rating agencies, etc.)
• Contribute proactively to various credit risk related projects and initiatives, especially on aspects pertaining to credit measurement and sourcing/management of data for these initiatives

Driver Experience:

• Create strategies that will Improve Training, Testing , Verification and Driving Experience for Max Champions
• Ensure our driver onboarding verification processes is top notch and meet international standards
• Create strategies that ensures optimal Driver welfare management
• Create strategies that ensures optimal Field Operations Management
• Proactively ensure the Academy team performs testing and training inline with best practice
• Ensure compliance with transportation laws and procedures
• Improve External Customer Experience via targeted process improvement
• Create strategies that ensures we have in place a world class customer service team
• Create Key Performance index across all teams
• Build relationships with FRSC, VIO etc (all regulatory agencies) to help upskill Testers/Trainers across MAX locations especially new cities we’re launching into across Africa
• Ensure Recruitment requirements attracts best Testers, Trainers, Data Entry, Welfare Analyst, Field Ops Analyst, Customer Service Agent, Verification Officers
• Create standardization around Emergency response flow and turn around time across all MAX locations
• Create proactive and reactive solutions to champions complaints

Requirements

• Deep understanding of technology, product management, and change management
• High levels of energy and drive, willingness to work hard
• Experience in Mobility/Fintech/Gig-economy/eCommerce
• Excellent communication and interpersonal skills
• Strong planning, coordination and organizational skills
• Outstanding research and analytical abilities
• Strong Project and Program management skills
• Global leader and thinker with the ability to make quick strategic decisions
• Highly energetic, self-motivated & proactive
• 10+ years in strategic leadership, strategic planning, product development, and management consulting in a fast paced global organization