Driver Engagement Coordinator

• The Driver Engagement team is part of the Driver Operations group which is part of the broader Country Operations group handling end to end driver partner quality experiences and merchant partner back-end operations. Part of the group is also actively involved in all Safety & Fraud related activities.
• The Driver Operations team supports all Grabs business verticals and operations in the Philippines, and is responsible for all driver-related aspects of the platform.
• As a team, it helps influence the overall strategic direction of the company supporting the top management with driver partners and related management and insights.
• The role reports directly to the 4W Driver Management Manager

• Collaboratively manage 4W driver-partner community
• Management of 4W Driver welfare both Community and Non-Community members
• Possibility of travel in different locations to reach out to the driver- partner communities
• Implement projects that may help in build strong relationship with driver-partner community and Alliance Core Leaders

• Provide assistance to the team in the following areas:
• Community management, involving;
• Sentiment collection and management
• Reach out to new driver groups/solo drivers
• Provide solution to driver concerns with urgency
• Attend forum both online and F2F
• Proactively participate in industry monitoring, social media monitoring, intel reporting from current and upcoming competitors
• Venue coordination for offsite meetings
• Conduct industry monitoring
• Work cross-functionally and understand operations objectives to provide customized driver partner operations advisory and solutioning, with the ultimate goal of having a balanced view of business and driver-partner motivations.
• Relationship building between Grab and driver-partner community
• Act as the voice and mediator of Grab through community support, both online and offline
• Cultivate healthy relationship with community
• Provide timely and successful delivery of solutions according to driver needs and objectives
• Collate and communicate drivers/driver-partners needs to different stakeholders.
• Mediate and manage driver community concerns and sentiments during new project roll-outs and implementation
• Translate data, insights and numbers gathered to driver partner engagement action
• Support Ops strategic/tactical projects and partnerships that are aimed to develop more robust driver partner engagement, quality and standards
• Responsible for periodic reporting on driver partner (e.g. industry monitoring) and related information and activities, in close consultation with the Head of Operations
• Responsible for setting, tracking, analyzing and presenting data, as well as monitoring and delivering agreed OKRs to ensure actions are taken to achieve objectives and contribute to the company-wide strategic agenda
• Identification of opportunities to improve the working ways with drivers (customer satisfaction in mind)
• Proactively work with local and regional groups to share best practices and efficiently use learning and tools.
• Ensure compliance with applicable company, legal and regulatory requirements.

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