Drivers Verification Group Lead

Key Responsibilities

• Oversee daily operations of the Drivers Verification team (up to 20-25 agents), including attendance, adherence, break management, and shift handovers.
• Lead daily stand-ups to review KPIs, align on priorities, highlight blockers, and assign workloads.
• Monitor real-time performance metrics (SLA, QA, AHT, productivity/efficiency) and take immediate action to ensure targets are met.
• Ensure accurate and compliant verification of driver documents (e.g., driver’s license, vehicle documents, background checks) in line with SEA regulatory requirements.
• Analyze trends in errors, escalations, and rejections; identify root causes and implement corrective actions.
• Identify gaps in verification processes and propose improvements to workflows, verification guidelines, and internal tools.
• Drive continuous improvement initiatives, test changes (where applicable), and scale successful solutions.
• Provide clear shift summaries highlighting performance, risks, and key updates.
• Communicate policy, regulatory, and product updates effectively, ensuring full team understanding and compliance.
• Support hiring, onboarding, and coaching of agents; proactively manage performance and development.
• Ensure strict adherence to data privacy, fraud prevention, and compliance standards across all SEA markets.
• Collaborate with cross-functional teams (QA, Training) to improve verification quality and efficiency.

Skills, Knowledge & Expertise

• Experience: At least 2 years in a managerial or supervisory role within customer service or a contact center; experience in KYC is a plus.
• Team Management: Strong ability to lead, mentor, and provide regular feedback; manage performance and accountability effectively.
• Analytical Skills: Comfortable with service metrics, confident in Excel, and able to perform root-cause analysis to improve operations.
• Language Skills: Fluent in English and Bahasa Indonesia.
• Communication & Presentation: Excellent verbal and written communication; comfortable leading team meetings and delivering presentations clearly.
• Operational Skills: Skilled in multitasking, stress management, and maintaining attention to detail under pressure.
• Cross-Functional Collaboration: Experienced in working with stakeholders across teams, including QA, Training, Product, and Compliance.
• Coaching & Monitoring: Proven record in running stand-ups, real-time monitoring, handling escalations, and driving continuous improvement.
• QA & WFM Knowledge: Familiar with QA frameworks, WFM basics (coverage, shrinkage, interval staffing), and process optimization.
• Risk & Compliance Awareness: Understands fraud, safety, and regulatory issues; ensures accurate documentation and evidence collection.
• Leadership & Innovation: Able to set clear expectations, provide timely feedback, and introduce fresh ideas for team management.
• Decision-Making & Prioritization: Acts on real-time signals, balancing speed and quality in verification processes.

Job Benefits

• Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries.
• Develop your professional skills with access to mentoring, career consulting, and learning programs.
• Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
• Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
• Work alongside people who take initiative, speak openly, and challenge themselves to grow.
• Improve your language skills through co-financed courses and internal speaking clubs.