Senior Executive, Partner Relations & Training

Company description:

STRIDES Premier is a significant player in the point-to-point (P2P) transport industry in Singapore with a fleet of taxis, private hire vehicles (PHV) and limousines, including 300 electric vehicles. STRIDES Premier also has an automotive arm that is servicing more than 7,000 vehicles, including vehicles belonging to SMRT Buses, the Ministry of Home Affairs, Ministry of Defence and Changi Airport Group.

Job description:

Job Purpose

We are seeking driven and people-oriented Partner Relations, Senior Executive to support and lead in delivering a seamless end-to-end driver-partner experience across Taxi, Private Hire, Limousine and Rent-a-Car businesses. The role will oversee daily operations, customer service, driver-partner engagement, onboarding activities, and sales support functions. The role serves as a key bridge between driver-partners and internal stakeholders, driving service improvements, resolving escalated cases, strengthening driver engagement, and supporting strategic initiatives to enhance driver acquisition, retention, and overall partner experience.

Responsibilities

Partner Relations Operations

• Oversee frontline customer service operations and ensure timely resolution of driver-partner enquiries and service requests.
• Monitor service performance trends and recommend process enhancements to improve productivity, operational efficiency, and customer satisfaction.
• Manage escalated cases, appeals, complaints, and operational issues requiring cross-functional coordination.
• Identify recurring issues and drive process improvements to enhance service efficiency and effectiveness.
• Act as deputy to the Manager and assume leadership responsibilities in their absence

Driver Engagement & Events

• Develop and implement driver engagement strategies to strengthen loyalty and reduce attrition.
• Lead the planning and execution of driver events, roadshows, appreciation programmes, and feedback sessions.
• Manage communication channels and ensure timely dissemination of company updates, initiatives, and policy changes.
• Gather driver feedback and provide actionable insights to management on emerging concerns and opportunities.

Stakeholder & Ecosystem Management

• Serve as a key liaison with industry associations, regulators, government agencies, and driver communities.
• Support engagements with Land Transport Authority, National Taxi Association, and other external stakeholders on operational and industry initiatives.
• Coordinate responses to appeals and enquiries from regulatory bodies, Members of Parliament, and external parties.
• Build and maintain strong working relationships with key stakeholders to enhance partnership opportunities and driver support programmes.

Training & Service Excellence

• Oversee driver onboarding and readiness programmes, ensuring all new driver-partners are operationally ready, compliant, and equipped
• Design and deliver training initiatives covering platform usage, operational procedures, service standards, regulatory requirements, and refresher programmes
• Drive the development and maintenance of training materials, SOPs, knowledge repositories, educational workshops, and learning engagements.
• Champion service excellence by monitoring service quality and training effectiveness, promoting customer-centric best practices, and coordinating recognition programmes and award nominations for driver-partners

Planning & Reporting

• Prepare management reports, dashboards, and operational updates.
• Analyse trends in service enquiries, complaints, appeals, and engagement activities.
• Recommend and implement productivity improvements, digitalisation initiatives, and service enhancements.
• Any other ad hoc duties as assigned

Qualifications & Work Experience

• Degree or Diploma in Business Administration, Customer Experience, Operations Management, Hospitality, Marketing, or a related field.
• Relevant professional certifications in customer service, stakeholder management, or people management will be an advantage.
• Minimum 3 to 5 years of relevant experience in customer service, account management, partner management, operations, or stakeholder engagement.

Skills

• Strong communication and persuasion skills
• Comfortable engaging frontline driver community
• Excellent organisational and multitasking abilities
• Ability to manage multiple priorities in a fast-paced operational environment