Head of Operation – E-hailing / Digital Mobility Service at Globalclique

The Opportunity

• As the Head of Operations, you will serve as the strategic and operational nerve centre of the organisation.
• This is a high-impact, senior leadership role responsible for the end-to-end delivery of the ride experience.
• From real-time dispatch and fleet coordination to safety compliance and customer experience management, you will architect, build, and optimise the Operations department from the ground up.
• You will be the catalyst that transforms our client’s pre-launch vision into a scalable, market-leading reality.

Key Responsibilties

Your mandate will be structured across four core pillars:

Strategic & Operational Leadership:

• Spearhead all operational functions, including ride dispatch, fleet coordination, customer experience, and safety compliance.
• Design, document, and enforce comprehensive Standard Operating Procedures (SOPs), workflows, and quality assurance frameworks across all service touchpoints.
• Define, monitor, and report on critical KPIs (e.g., ride completion rates, response times, driver availability, and Customer Satisfaction/NPS).
• Present data-driven operational performance reports to Senior Management and actively contribute to executive strategic planning.

Fleet & Dispatch Optimisation:

• Oversee the real-time dispatch dashboard to ensure optimal driver-passenger matching, minimal wait times, and maximum fleet utilisation.
• Collaborate closely with the Fleet Manager to guarantee vehicle availability, streamline maintenance schedules, and monitor driver performance metrics.
• Develop and execute peak-hour demand strategies, including dynamic driver pre-positioning and intelligent shift scheduling.

Safety, Compliance & Customer Experience:

• Champion a “safety-first” culture by developing and implementing rigorous safety protocols, incident response procedures, and driver compliance programmes.
• Lead the customer complaint resolution framework, ensuring all escalations are addressed and resolved within strict Service Level Agreements.

Team Building & Cross-Functional Collaboration:

• Recruit, mentor, and manage a high-performing Operations team, aligning individual goals with the organisation’s structured career progression framework.
• Partner with the IT Manager to refine platform features, troubleshoot operational tech bottlenecks, and leverage data analytics for continuous improvement.

Candidate Profile

What We Are Looking For:

• Education: Bachelor’s Degree in Business Administration, Operations Management, Logistics, or a related field. A Master’s degree (e.g., MBA) is a distinct advantage.
• Experience: Minimum of 5 years in logistics, supply chain and operations management, with at least 3 years in a senior leadership capacity.
• Industry Expertise: Proven, demonstrable experience in the transportation, logistics, ride-hailing, or mobility-tech sector is highly desirable.
• Track Record: A history of successfully building, scaling, and managing cross-functional teams in fast-paced, high-growth, or start-up environments.
• Technical Proficiency: Advanced knowledge of operations management tools, real-time dispatch systems, and performance dashboard analytics.
• Core Competencies: Strategic thinking, agile problem-solving, and decisive leadership under pressure. Proven ability to design SOPs and KPI reporting structures from scratch.
• Soft Skills: Outstanding interpersonal, communication, and stakeholder management abilities, underpinned by high integrity, accountability, and an unwavering commitment to safety.

The Executive Advantage (What is on Offer)

• Compensation: Highly competitive, performance-linked remuneration package.
• Foundational Impact: A unique, rare opportunity to build and lead a critical department from zero to one.
• Structured Growth: A clear, transparent career progression path aligned to the company’s five-tier executive growth framework.
• Dynamic Culture: A collaborative, innovation-driven work environment that values agility and excellence.
• Industry Exposure: Direct involvement in scaling a technology-enabled mobility business with national impact.
• Continuous Development: Dedicated professional development and executive training support.