Role :
The Chief Operating Officer (COO) plays a pivotal role in the strategic and operational management of the company. The COO is responsible for overseeing the company's ongoing operations, ensuring efficiency and quality in the execution of the company's mission, and driving growth and profitability. This role requires a strong blend of strategic thinking, operational excellence, and leadership skills.
Key Responsibilities
Strategic Planning and Execution
- Develop and implement business strategies, plans, and procedures to ensure alignment with company goals.
- Work closely with the Group CEO to set and drive the company’s vision and operational strategy.
Operational Management
- Oversee daily operations across all departments (e.g., technology, marketing, customer service, driver operations).
- Ensure the company’s operations are efficient, effective, and aligned with the overall strategy.
- Implement and manage operational budgets to promote profitability.
Performance Management
- Establish performance benchmarks and monitor operational performance.
- Analyze internal operations to identify areas for process enhancement and optimization.
- Develop and implement metrics and KPIs to drive performance improvements.
Team Leadership
- Lead, coach, and mentor employees to foster a culture of high performance.
- Ensure effective recruitment, development, and retention of top talent.
- Promote a culture of innovation and continuous improvement.
Technology Integration
- Oversee the integration of technology to improve operational efficiency and customer experience.
- Work with the tech team to ensure the app and backend systems are robust, scalable, and user-friendly.
Customer Experience
- Ensure high levels of customer satisfaction by refining service delivery processes.
- Implement systems to gather and analyze customer feedback and make data-driven decisions to improve service.
Driver and Fleet Management
- Oversee the recruitment, training, and management of drivers.
- Implement systems to ensure fleet maintenance and operational efficiency.
Compliance and Risk Management
- Ensure compliance with local, regional, and national regulations.
- Develop risk management strategies to mitigate operational risks.
Stakeholder Management
- Maintain strong relationships with key stakeholders, including investors, partners, and regulators.
- Represent the company in industry events and public forums.
Required Skills
The COO must be a strategic thinker with a hands-on approach to managing operations, a leader capable of driving performance and efficiency, and a visionary who can help steer the company towards sustained growth and success.
Leadership and Management
- Proven experience in a senior leadership role, preferably in a technology-driven environment.
- Strong leadership skills with the ability to inspire and motivate a diverse team.
- Exceptional decision-making and problem-solving capabilities.
Operational Excellence
- Deep understanding of business operations and processes.
- Experience in managing large-scale operations, preferably in the transportation or tech industry.
- Strong analytical skills to interpret complex data and drive strategic decisions.
Strategic Thinking
- Ability to think strategically and translate strategies into actionable plans.
- Experience in business planning, development, and execution.
Financial Acumen
- Strong financial management skills, including budgeting, forecasting, and financial analysis.
- Ability to understand and manage P&L statements.
Technology Proficiency
- Knowledge of app-based service platforms and related technologies.
- Ability to work closely with technical teams to leverage technology for operational improvements.
Customer Focus
- Strong understanding of customer service principles and practices.
- Ability to drive customer satisfaction and loyalty through operational excellence.
Communication Skills
- Excellent verbal and written communication skills.
- Ability to communicate effectively with internal teams, stakeholders, and external partners.
Adaptability
- Ability to thrive in a fast-paced, dynamic environment.
- Experience in managing change and leading teams through transitions.
Negotiation and Relationship Building
- Strong negotiation skills to manage vendor contracts and partnerships.
- Ability to build and maintain strong relationships with various stakeholders.
Regulatory Knowledge
- Familiarity with the regulatory environment related to transportation and technology sectors.
- Ability to navigate and ensure compliance with relevant regulations.
Preferred Qualifications
- MBA or equivalent advanced degree.
- Experience in the transportation or tech industry, particularly with app-based services.
- Proven track record in senior operational role.
