Regional Operations & Support Lead

Overview

Our company is at the forefront of innovation, dedicated to creating seamless and impactful experiences for our customers. We are a dynamic and rapidly evolving organization committed to operational excellence and continuous improvement across all our regions. Our success is built on a foundation of strong leadership, collaborative teamwork, and a relentless pursuit of efficiency, ensuring we consistently deliver high-quality services and support to the communities we serve.

We are seeking a highly motivated and experienced Regional Operations & Support Lead to spearhead our efforts in Mahikeng, North West. This lead role is pivotal in ensuring the smooth and efficient execution of regional operations, acting as a critical point of contact for operational challenges and support needs. The individual in this position will be instrumental in optimizing workflows, enhancing service delivery, and fostering a robust support infrastructure to uphold our company's standards of operational integrity and customer satisfaction within the region.

Duties & Responsibilities

• Manage and coordinate ZiyaPay Ambassadors operating across the Mahikeng region.
• Allocate and coordinate field activities, monitoring attendance and performance, ensuring Ambassadors understand their daily and weekly objectives, and maintaining regular communication with the team.
• Identify performance gaps early and work directly with Ambassadors to improve their effectiveness in the field.
• Monitor Ambassador performance against agreed operational targets and KPIs.
• Ensure that targets are clearly communicated and understood, track progress throughout the week and proactively address areas where performance is falling behind.
• Provide regular reporting to the ZiyaPay Operations team covering performance, activity, challenges and progress within the region.
• Maintain an active presence in the field and regularly work alongside Ambassadors.
• Provide practical support where required, including assisting with difficult onboarding or support cases, resolving operational challenges and helping Ambassadors engage effectively with drivers, taxi operators, commuters and other relevant stakeholders.
• Support the onboarding and training of new Ambassadors and provide ongoing refresher training where required.
• Identify knowledge or performance gaps within the team and provide practical coaching to improve Ambassador confidence and capability.
• Ensure Ambassadors have a strong understanding of the ZiyaPay offering, onboarding processes, support procedures and the correct way to engage with customers and industry stakeholders.
• Act as the first management escalation point for operational issues within the region.
• Where an Ambassador cannot resolve an issue independently, the Regional Lead should be able to assess the situation, step in where appropriate and coordinate with the relevant ZiyaPay team to reach a resolution.
• Issues that cannot be resolved locally should be escalated promptly, with clear information and appropriate follow-up until resolved.
• Support the smooth rollout and ongoing operation of ZiyaPay within the region.
• Ensure Ambassadors have the equipment, materials and information required to perform their roles effectively.
• Monitor stock and operational requirements and raise requests early enough to prevent shortages from affecting field activities.
• Act as an important link between what is happening on the ground and the broader ZiyaPay team.
• Gather feedback from Ambassadors, drivers, operators and other stakeholders and identify recurring challenges, customer concerns or opportunities for improvement.
• Provide practical feedback to the Operations team so that processes, training and support can continuously improve.