Compliance and Documentation Manager
FREE NOW
London
6d ago

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The FREE NOW Group is the multi service mobility joint venture from Daimler and BMW. It consists of the services FREE NOW (9 European markets), Βeat (5 Latin American markets and 1 European market), Kapten (3 European markets) and hive (3 European markets).

Summed up, those services currently attract 41 million users in 17 markets and more than 150 cities. This makes the FREE NOW Group the biggest ride hailing provider in Europe and the fastest-growing in Latin America.

In total, more than 2,200 employees in around 35 offices work for the services of the FREE NOW Group, which is led by CEO Marc Berg.

We are looking for a Compliance & Documentation manager for our UK PHV (Private hire vehicle) Operations team where you will be responsible for ensuring that we meet our compliance and TfL licensing requirements and offer a fast and high quality service to our drivers.

In this role you will be overseeing the London based Quality Assurance team (the team making sure our document validation team are adhering to processes to the highest quality standards, currently consisting of 2 team members) and acting as a functional lead for the newly founded Document Validation team (consisting of 10 team members and 1 team lead, who has a dotted line into you) in our Lisbon Hub, as well as being responsible for overseeing all training and process related material regarding compliance for Driver Operations, working closely with various of stakeholders across FREE NOW.

There will be room for supporting other teams within operations improve their quality & compliance procedures, and offering project management support for ad hoc projects across the wider ops team.

Your responsibilities

  • Our Lisbon Hub is responsible for validating all documents submitted by drivers for the London PHV market and you will work closely with the local management team in Lisbon and provide support across a number of areas, including but not limited to performance management, forecasting and team planning, rolling out new processes and tools etc.
  • You will be accountable for the KPIs of the Document Validation team and report these as well as any concerns to the UK Management team.
  • Lead your team of Compliance & Quality Assurance Associates; ensure they have everything they need to perform at their best whilst remaining motivated and being able to grow within their roles
  • The Compliance & QA team is among others responsible for ensuring a sufficient amount of assessments are carried out for all teams that handle driver documents, that this is done with a high level of accuracy, and that feedback and key trends are relayed to the respective team managers, to allow them to manage their teams and drive their KPIs forward
  • Tech and innovation is at the heart of what we do and you’ll be joining at a very interesting time, where we’d want to see you identify ways of improving and automating both our quality assurance process as well as document validation process.
  • Act as a central and neutral point between the different teams in Driver Operations, facilitating our Compliance process and ensuring all training & process materials are up to date.
  • Responsible for creating and updating engaging training material, ensuring the Driver Operation teams have all the material they require to do their jobs efficiently and accurately
  • Your profile

  • You’ve got at least 3 years of previous leadership and team management experience, ideally within a start- or scaleup environment
  • Your attention to detail and communication skills enables you to translate complex policies into easy to follow processes and engaging training material
  • You are passionate about communication and have demonstrable experience of successfully communicating with different stakeholders across levels / functions within the organisation, with to influence others and move toward a common vision or goal.
  • Your previous project management experience means you wear many hats, you can effectively juggle multiple tasks and projects simultaneously and you’re forward looking with a holistic approach, prioritising to meet business needs and goals
  • You are good at data analytics and love making value out of data (advanced Google Sheets / Excel skills strongly preferred)
  • You’re naturally curious and have a proactive attitude with the ability to work autonomously delivering accurate and efficient work
  • Organized with a natural inclination for planning strategy and tactics
  • Flexible and adaptable; able to work in ambiguous situations; resilient and tenacious with a propensity to persevere
  • Diversity & Inclusion

    At FREE NOW, we commit to being an equal opportunity employer. We consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.

    We celebrate diversity and have a clear vision : to be the place where a diverse mix of talented people want to come, stay and do their best work.

    Together with passionate, creative and collaborative colleagues, we are following our purpose of making mobility available for everyone.

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