Senior Executive, Partner Relations & Training

STRIDES PREMIER TAXI PTE. LTD.; Singapore; On-site; SGD 60,000 - 96,000; Full time

Job summary

STRIDES PREMIER TAXI PTE. LTD. is seeking a proactive Partner Relations Operations professional to oversee frontline customer service for driver-partner inquiries and to drive process improvements across operations.

You will lead driver engagement initiatives, coordinate with industry stakeholders, and design training and service-excellence programmes while reporting on performance trends and outcomes to senior management.

Qualifications

• Degree or Diploma in Business Administration, Customer Experience, Operations Management, Hospitality, Marketing, or a related field.
• Certifications in customer service, stakeholder management, or people management are advantageous.
• Minimum 3–5 years of relevant experience in customer service, account management, partner management, operations or stakeholder engagement.
• Strong communication and persuasion skills; able to engage frontline driver community.

Responsibilities

• Oversee frontline customer service operations and resolve driver-partner inquiries and service requests.
• Monitor service performance trends and recommend process improvements for productivity and customer satisfaction.
• Manage escalations, appeals, and complaints requiring cross-functional coordination.
• Identify recurring issues and implement improvements to drive efficiency.
• Act as deputy to the Manager and lead in their absence.
• Develop and implement driver engagement strategies and events to strengthen loyalty and reduce attrition.
• Coordinate communications and ensure timely dissemination of company updates and policy changes.
• Gather driver feedback and provide management with actionable insights.
• Liaise with industry associations, regulators, and external stakeholders; coordinate with Land Transport Authority and other bodies.
• Design and deliver training on platform usage, procedures, service standards, and regulatory requirements.
• Prepare management reports and dashboards; analyze trends and propose productivity and digitalisation initiatives.

Skills

Communication

Persuasion

Organisational skills

Multitasking

Stakeholder management

Microsoft Office

Education

Degree or Diploma

Tools

Microsoft Office

Job description

Job Description

Partner Relations Operations

• Oversee frontline customer service operations and ensure timely resolution of driver-partner enquiries and service requests.
• Monitor service performance trends and recommend process enhancements to improve productivity, operational efficiency, and customer satisfaction.
• Manage escalated cases, appeals, complaints, and operational issues requiring cross-functional coordination.
• Identify recurring issues and drive process improvements to enhance service efficiency and effectiveness.
• Act as deputy to the Manager and assume leadership responsibilities in their absence.

Driver Engagement & Events

• Develop and implement driver engagement strategies to strengthen loyalty and reduce attrition.
• Lead the planning and execution of driver events, roadshows, appreciation programmes, and feedback sessions.
• Manage communication channels and ensure timely dissemination of company updates, initiatives, and policy changes.
• Gather driver feedback and provide actionable insights to management on emerging concerns and opportunities.

Stakeholder & Ecosystem Management

• Serve as a key liaison with industry associations, regulators, government agencies, and driver communities.
• Support engagements with Land Transport Authority, National Taxi Association, and other external stakeholders on operational and industry initiatives.
• Coordinate responses to appeals and enquiries from regulatory bodies, Members of Parliament, and external parties.
• Build and maintain strong working relationships with key stakeholders to enhance partnership opportunities and driver support programmes.

Training & Service Excellence

• Oversee driver onboarding and readiness programmes, ensuring all new driver-partners are operationally ready, compliant, and equipped.
• Design and deliver training initiatives covering platform usage, operational procedures, service standards, regulatory requirements, and refresher programmes.
• Drive the development and maintenance of training materials, SOPs, knowledge repositories, educational workshops, and learning engagements.
• Champion service excellence by monitoring service quality and training effectiveness, promoting customer-centric best practices, and coordinating recognition programmes and award nominations for driver-partners.

Planning & Reporting

• Prepare management reports, dashboards, and operational updates.
• Analyse trends in service enquiries, complaints, appeals, and engagement activities.
• Recommend and implement productivity improvements, digitalisation initiatives, and service enhancements.
• Any other ad hoc duties as assigned.

Job Requirements

• Degree or Diploma in Business Administration, Customer Experience, Operations Management, Hospitality, Marketing, or a related field.
• Relevant professional certifications in customer service, stakeholder management, or people management will be an advantage.
• Minimum 3 to 5 years of relevant experience in customer service, account management, partner management, operations, or stakeholder engagement.
• Strong communication and persuasion skills.
• Comfortable engaging frontline driver community.
• Excellent organisational and multitasking abilities.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Skilled in navigating and coordinating with internal and external stakeholders.
• Collaborative mindset with a focus on team success.
• Proficient in Microsoft Office Suite.