Job Description: Monitor and Enforce Compliance: Oversee rider adherence to company policies by conducting investigations, managing daily suspensions, and resolving escalated complaints. Stakeholder Engagement: Collaborate with Government Affairs and Legal teams to attend and represent the company in local authority and government events related to p-hailing (e.g., MIROS, JPJ, state governors). Operational Performance Tracking: Build and maintain performance monitoring tools (e.g., productivity trackers, QMS dashboards) to assess rider compliance, track trends, and support continuous operational improvements. Process Improvement & Efficiency: Identify inefficiencies in compliance workflows and implement enhancements to improve rider behavior, reduce compliance violations, and strengthen driver retention. Data Optimization: Develop and refine internal data templates to boost agent productivity and minimize manual errors in compliance operations. Risk Mitigation & Regulatory Adherence: Lead risk management efforts by identifying and resolving compliance-related issues, ensuring alignment with both regulatory requirements and internal policies. Cross-Functional Coordination: Manage cross-functional initiatives, such as the Quality Management System (QMS), to improve data accuracy, streamline processes, and enhance collaboration with CS and Fraud teams. Rider Support & Satisfaction: Provide direct support to riders through 1:1 engagement, resolving issues, addressing feedback (including from merchant teams), and promoting rider satisfaction and retention. Service Level Monitoring: Track and uphold service level agreements (SLA) across all compliance-related functions to ensure timely responses, operational excellence, and accountability. Requirements: At least 1-3 years of working experience in any related operations management background. Able to work as an individual and also with the team. Independent and flexible to take on new tasks. Analytical skill would be an added advantage. Familiarity in MS Excel and MS PowerPoint to analyze and translate trends and presentation. Having exposure to E-commerce background is a plus point. Excellent command of English and the ability to converse fluently in other languages (eg Bahasa Melayu, Mandarin) will be an added advantage.