Head of Operations at CIG Motor Ltd

Job Summary:

• The Head of Operations will oversee the day-to-day operational activities of LAGRIDE, ensuring that services are delivered efficiently, safely, and in line with business goals. This role requires strong leadership, strategic planning, and cross-functional collaboration to drive operational excellence and scale the business sustainably.

Key Responsibilities:

• Lead and manage daily operations across the driver network, customer service, fleet management, and logistics.
• Develop and implement operational strategies to support business growth, efficiency, and service quality.
• Drive execution of company policies and service standards, ensuring compliance with regulatory and internal requirements.
• Collaborate with the Product, Technology, and Customer Experience teams to improve service delivery and operational performance.
• Establish and monitor KPIs and SLAs for all operational units to ensure optimal productivity and customer satisfaction.
• Manage crisis response, emergency operations, and incident reporting protocols.
• Ensure cost-effectiveness in resource utilization while maintaining high standards in vehicle management, driver support, and customer service.
• Lead the development of operational SOPs, audit processes, and risk mitigation strategies.
• Prepare and present regular reports on operational performance, challenges, and improvement plans to executive leadership.

Requirements

• Bachelor’s degree in Business Administration, Transport Management, Engineering, or related field (Master’s degree is an added advantage).
• Minimum of 8 years’ experience in operations management, preferably within the mobility, logistics, or tech-enabled services sectors.
• Strong leadership and people management skills with experience overseeing large teams.
• Proven ability to analyze complex data, streamline processes, and implement strategic improvements.
• Excellent communication, negotiation, and stakeholder management skills.
• Working knowledge of regulatory and safety requirements in the mobility or transport industry.
• Strong proficiency in operations tools, data dashboards, and fleet management systems.

Key Competencies

• Strategic thinking and execution.
• Operational efficiency and continuous improvement.
• Leadership and team development.
• Crisis and risk management.
• Customer-centric decision-making.
• Analytical and data-driven.