Executive – Rider/Driver Welfare

Reporting to: Manager - Welfare

Department / Business Unit: Workforce Management

Location: Dubai

Position Overview

Riders/Drivers are the primary workforce of our business, and it is essential to ensure their concerns are addressed. The Rider Welfare Executive will be responsible for listening to rider concerns, finding appropriate solutions, and responding promptly to all communications. The executive must maintain a professional and empathetic demeanor while handling rider queries and issues.

Key Responsibility Areas

Attending Rider Welfare Needs

• Attend all calls from riders/drivers.
• Respond to missed calls promptly.
• Resolve concerns raised by riders on the same call or provide a resolution within a callback.
• Coordinate with relevant departments to address rider queries.
• Maintain a professional and assertive tone while conversing with riders.
• Show empathy when addressing rider concerns.
• Meet with riders in person when necessary.
• Escalate serious issues to the reporting manager.
• Visit hospitalized employees when possible.
• Reach out to employees involved in accidents.
• In case of death, liaise with government departments to ensure the mortal remains are expatriated to the home country.
  
  

Queuing Management System

• Ensure walk-in riders follow the queuing system.
• Ensure the wait time does not exceed 20-30 minutes; inform riders of expected waiting times in cases of high walk-in volume.
  
  

Reports

• Prepare weekly/monthly reports on welfare calls and messages received and resolved.
• Highlight serious issues in a timely manner.
• Report timelines of resolutions and escalations.
• Maintain records of unresolved issues, accident reports, and incident reports.
  
  

Satisfaction Surveys

• Conduct satisfaction surveys every quarter.
• Use email, app-based, or in-person methods for surveys.
• Prepare a Driver Satisfaction Questionnaire in consultation with the reporting manager.
  
  

Job Requirements

Education And Experience

• Bachelor’s degree in any field.
• 2-3 years of experience in workforce management, welfare, or a related field.
• Previous experience handling blue-collar employees is preferred.
  
  

Skills And Competencies

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Empathy and professionalism in dealing with employees.
• Proficiency in MS Office (Word, Excel, and PowerPoint).
• Ability to handle stressful situations calmly and assertively.
  
  

Additional Requirements

• Knowledge of UAE labor laws is an advantage.
• Fluency in English; knowledge of additional languages (Hindi, Urdu, or Arabic) is beneficial.
• Willingness to travel within Dubai as needed.