Description
Location: London (2 Leman Street)
Duration: 12 months
You will be working on the UKI Safety, Risk and Compliance team whose mission is to build trust and enable responsible business growth through industry-leading safety, risk and compliance systems and best-in-class customer experiences. We are a close-knit team responsible for designing and executing scalable and business critical processes to ensure compliance with local regulations while also ensuring we build with the customer experience top of mind.
About the Role
At Client, providing world-class customer support is a core feature of our product experience. Delivering this caliber of support isn't easy - it takes people who can understand Client's operations, adapt to our constantly changing business, and help solve problems where no solution currently exists. The UK CommOps Safety and Compliance Team is responsible for innovating and curating Client’s customer experience during critical moments and running scalable processes to maintain compliance with local regulations. The team manages large-scale operations to verify the identity of our UK drivers in accordance with strict regulatory requirements, and is accountable for the performance of Client’s safety incident response teams.
As a Senior Regional Community Operations Manager - Rides UK, you will have a unique opportunity to manage cross-functional projects and improve operations through data analysis, operational excellence, project management, and cross-functional teamwork. Reporting into the Program Lead, Safety & Compliance - UK Community Operations (“CommOps”), you will play a key role in the strategy and execution of improvements to our driver identity and safety processes and operations to ensure Client remains a safe and compliant platform for all our users. You will help launch industry-leading technology that will scale globally within Client. You will focus on building scalable compliance processes while also maintaining a laser focus on building great customer experiences.
This is a business operations role with strong data orientation, where solid stakeholder management is required of local and global teams. You are expected to be a strong thought partner to global and regional leadership on the best approach for operationalizing Client’s safetyand identity compliance strategies.
We’re looking for someone who has strong analytical skills, has experience managing large programs driving operational excellence; demonstrated ability & willingness to roll-up their sleeves; get involved with operations; creative thinker who drives innovative solutions while holding firmto “do the right thing.” You need emotional intelligenceto manage critical program in fast paced environment including diverse setof cross-functional/regional stakeholders; Go Get It attitude remove blockers/influence stakeholders see projects through completion.
What you’ll do
- Manage regulatory critical projects across the UK Safetyand Identity Compliance program
- Look for opportunities make existing processes more efficient identify opportunities continue building industry leading compliance processes
- Leverage data analyse end-to-end performance currentoperations identify opportunities improvement define technical requirements workwithcross-functional team experts drive those projects completion
- Lead global regional programs across partner identity,safety compliance product roadmap CommOps inUK
- Foster culture “safety first” “doing right thing” withinClientOperations even when not popular by setting right tone from top
Example projects might include: scaling document approval tech solutions like optical character recognition (OCR), analysing success metrics working product teams improve accuracy rates; or analysing existingcomplianceprocesses challenging status quo recommending process improvements increase efficiency effectiveness
What you’ll need
Experience: 5+ years hands-on management functions that include combination: businessoperations continuous improvement analytics projectmanagement.Experience working regulated environment bonus
Business acumen: Strongbusiness judgement critical thinking skills ability use datato quickly establish highest value priorities develop strategy convert it into ground execution
Analytical skills: Ability turn data insight SQLexperience must
Stakeholders management: This role highlycross-functional needs lead influence several teams senior leaders
Executional excellence: Ability cutthrough ambiguity complexity operationalise process change
Motivation: You should be anClient evangelist--you care about product customers