Job Description: Regional SPOC (Operations)

Experience: 5-7 Years

Location: Hyderabad, Telangana

Industry: Ride-Hailing / Mobility

Role Overview

This role oversees on-ground driver onboarding and governance of operations partners in Hyderabad. The candidate ensures strict adherence to defined onboarding processes, documentation standards, and compliance requirements. The role also functions as the Field SPOC for MSIL coordinating with business teams & MSIL for smooth operational execution and issue resolution.

Key Responsibilities

Process Adherence & Onboarding Governance

- Ensure vendor teams strictly follow defined SOPs, onboarding workflows, and documentation standards.

- Validate vendor adherence to SLA, TAT, and quality benchmarks.

- Escalate any deviations or operational gaps to MSIL and internal teams as required.

Operational Coordination & Issue Management

- Act as the Field SPOC for MSIL for onboarding and operational coordination.

- Collaborate with business teams for process alignment, issue resolution, and on-ground execution support.

- Report operational issues, documentation discrepancies, or compliance concerns in a timely manner.

Documentation, Compliance & Quality Assurance

- Ensure operations partners maintain 100% accuracy and completeness in all driver documents.

- Verify adherence to Local regulations and requirements.

- Conduct regular audits of operations hub to ensure compliance and process integrity.

Performance Tracking & Operational Insights

- Track onboarding funnel metrics such as activation rates, TAT, documentation accuracy, and conversion rates.

- Identify bottlenecks and propose corrective actions to improve operational efficiency.

- Collaborate with MSIL team to maintain accurate dashboards and reporting frameworks.

Field Operations & Driver Support

- Conduct field visits to operations hubs to ensure ground execution quality.

- Assist with resolution of driver-related onboarding issues in coordination with relevant teams.

Cross-Functional Collaboration

- Work closely with MSIL's internal teams and external Operations teams.

- Ensure alignment between on-ground vendor execution and MSIL policy/procedural frameworks.

Market & Industry Knowledge (Location Focus)

- Strong understanding of Hyderabad's mobility ecosystem, supply dynamics, and driver behaviour.

- Familiarity with onboarding models for 4 wheelers (mandatory), 3 & 2 wheelers (good to have).

- Understanding of operations hubs and hyperlocal acquisition models.

Compliance & Governance Expertise

- Knowledge of Telangana transport regulations and commercial vehicle documentation norms.

- Experience managing audit readiness and regulatory compliance requirements.

- Ability to enforce strict adherence to documentation standards and policy guidelines.

Education Qualifications

- Bachelor's Degree in any discipline - preferably in Business Administration, Operations Management, Engineering, or related fields. MBA - Preferably in Operations, Supply Chain, or General Management.

- Minimum 60% or equivalent CGPA across all education levels (10th, 12th/Diploma, Bachelor's, Master's).

- Only full-time, regular education is accepted.

- Average tenure should be 2 years or more.

Must-Have skills

- 5-7 years of experience of City/Supply/Driver operations in Ride-hailing company (Uber, Ola, Rapido or similar).

- Proven experience overseeing third-party onboarding vendors.

- Strong analytical orientation (Excel, dashboards, KPI tracking).

- Ability to manage escalations and coordinate with multiple stakeholders.

- Comfortable with hybrid field + operational governance responsibilities.