Drivers Verification Group Lead

Department: Customer Service and Experience

Location: Indonesia

Description

We are looking for a Drivers Verification Group Lead to oversee one of the company’s critical operational functions supporting driver onboarding and compliance across Indonesia. This role will lead daily verification operations, ensuring accuracy, efficiency, and compliance with local regulatory standards while maintaining strong service performance.

You will drive operational alignment across verification teams and support functions, ensuring timely processing of driver applications, maintaining high-quality standards, and improving workflow efficiency. This role will also focus on performance monitoring, stakeholder coordination, and continuous process improvement to support business growth and platform safety.

You will work closely with cross-functional teams such as Quality Assurance, Training, Compliance, and Operations, ensuring consistent execution of verification standards, timely resolution of escalations, and continuous enhancement of verification processes to meet evolving regulatory and operational requirements.


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.
  
  

Final benefits may vary depending on the location