KPI Management and Monitoring Staff at an International Car Finance Company

Role Purpose: 

The KPI Management and Monitoring Staff is responsible for managing an assigned portfolio of financed drivers within the fleet under the ride-hailing platform partnership. The core objective of this role is to maximize driver earnings and fleet productivity while minimizing non-compliance through continuous KPI tracking, proactive driver follow-ups, execution of structured escalation frameworks, and real-time fleet guidance.

• Manage driver performance: Track weekly Acceptance Rate, Online Hours, NET Earnings, Finish Rate and trips. Manage assigned driver portfolio: Conduct regular driver follow-ups prioritizing inactive, underperforming and non-compliant drivers.
• Coach and improve performance: Identify root causes of poor performance and provide targeted coaching, guidance and performance improvement actions.
• Manage driver onboarding: Verify required documents, submit activation requests and maintain accurate vehicle records.
• Manage compliance and escalations: Execute the established escalation matrix, manage warning and intervention processes, track suspensions and document expiries and escalate unresolved cases for offboarding.
• Monitor live fleet activity: Use Live Map, demand and surge data to guide drivers on positioning, utilization and trip opportunities.
• Manage driver incentives and recognition: Verify trip and GMV incentive eligibility, support incentive processing and recognize top-performing drivers through approved communication channels.
• Maintain accurate records and reporting: Update driver follow-ups, performance trackers and internal systems, and prepare performance updates, meeting notes and data for weekly and monthly reviews.

Qualifications and Skills:

• Bachelor’s Degree or Diploma in Business Administration, Business Management, Operations Management, Finance, Economics, Statistics, Data Analytics, Logistics, or a related field.
• Prior experience in fleet management, driver operations, customer service & support, asset financing, or ride-hailing operational environments.
• Proficiency in Excel / Google Sheets and workflow systems.
• Working knowledge of live map monitoring, surge pricing maps, and demand layer analytics.
• Strong understanding of operational KPIs (Acceptance Rate, Online Hours, NET Earnings, Finish Rate) and structured escalation protocols.
• Excellent verbal and written communication, coaching, and conflict-resolution skills for driver phone/in-office consultations.
• Solution-oriented, with the ability to think creatively and propose fresh ideas.