Senior Executive, Partner Relations & Training

SMRT Corporation Ltd; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

SMRT Corporation Ltd in Singapore is seeking a Driver Relations Operations professional to oversee frontline customer service, manage escalated cases, and coordinate cross-functional responses for driver-partner inquiries.

You will lead driver engagement, plan events, communicate policy changes, develop training programs, and produce management reports to track trends and drive service improvements.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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 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