Associate Executive, Ground Operations

Job Purpose

To support the Ground Operations team in delivering reliable and efficient transport services, managing driver-partners and subcontractors, coordinating with corporate clients, and ensuring smooth execution of daily operations and special projects. The role also involves system testing and proposing enhancements to improve service delivery and operational workflows.

Responsibilities

Ground Operations

• Support the sales team in managing transport accounts by handling ad-hoc transport bookings, scheduling, and coordination with corporate clients.
• Liaise and manage corporate clients on assigned operations issues and ensure all corporate booking requests are fulfilled promptly and accurately.
• Verify and update trip details for clients and management (e.g., overtime tracking, billing, admin reports), including conducting investigations on clients’ feedback.
• Coordinate with internal and external stakeholders on limo/taxi corporate bookings and operational matters.
• Monitor limo service performance and propose improvements.
• Undertake operation manager duty overseeing operations for assigned contracts.
• Support Operations Control Centre with reporting, process alignment, and coordination, including analysing operational data and generating reports.
• Handle critical ad-hoc on-site arrangements and planning.
• Support Enforcement Team in conducting ground surveys and spot checks.
• Oversee the testing of operational systems and tools, ensuring enhancements are properly scoped, implemented, and executed in alignment with business needs. 
• Collaborate with relevant teams to validate functionality, gather feedback, and drive continuous improvement.

Driver-Partner & Subcontractor Management

• Liaise with driver-partners including handling all driver-partners administrative issues including attendance, discipline, and morale.
• Build and maintain strong relationships with driver-partners and subcontractors.
• Conduct orientation sessions for new driver-partners and regular refresher training on limo/taxi/PHV operations and corporate jobs procedures.
• Enforce compliance to SOP(s) and instructions from OCC.
• Resolve any feedback and complaints with a strong service first approach
• Continuously engage partners to improve performance, processes, and workflows.

Ad-Hoc Projects & Events

• Plan and oversee logistics for ad-hoc projects and events.
• Conduct ground surveys and provide operational support during special events.
• Drive Private Hire Vehicles (PHV) to support client bookings as part of contingency plans.
• Serve as on-site coordinator for special events.
• Execute any other duties assigned by management.

Qualifications & Work Experience

• Diploma or other equivalent qualification
• Minimum 2 years of experience in a similar role, preferably in transport operations or customer service.
• Able to work flexible hours, including night shifts and weekends.
• Comfortable working in a fast-paced and dynamic environment.
• Fluent in English and conversational proficiency in Mandarin or Malay.
• Minimum 1 year of safe driving experience.
• Possession of a valid Class 3/3A driving license.
• TDVL / PDVL certification preferred.

Skills

• Proficient in Microsoft Office Suite.
• Strong command of English for internal communication, documentation, and client correspondence.
• Excellent organisational and multitasking abilities.
• Strong communication and interpersonal skills.
• High attention to detail and ability to work independently.
• Ability to adapt to dynamic operational needs and ad hoc requests.
• Skilled in navigating and coordinating with internal teams and external stakeholders.
• Collaborative mindset with a focus on team success.