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Drivers Relations Lead
2 weeks ago
The drivers relation Lead is responsible for the whole Lifecycle of Drivers from Scouting, Onboarding , till the off-boarding
Grievance Management & Conflict Resolution
- Manage driver grievance process: receive complaints, investigate, recommend resolutions
- Handle driver disputes: conflicts with Ops Managers, housing issues, payment disputes, safety concerns
- Mediate conflicts between drivers (roommate issues, vehicle sharing, shift preferences)
- Investigate serious incidents: harassment claims, discrimination allegations, safety violations
- Escalate complex issues to Director of HR and recommend disciplinary actions when necessary
Driver Satisfaction & Retention
- Design and execute driver satisfaction surveys (monthly pulse checks, quarterly deep dives)
- Analyze driver satisfaction data and identify key drivers of retention and churn
- Implement retention initiatives: recognition programs, incentives, career progression opportunities
- Address root causes of driver dissatisfaction (pay, working conditions, management, housing, respect)
- Track driver churn by reason and implement targeted interventions
Driver Engagement & Community Building
- Create driver community initiatives: driver appreciation events, top performer recognition, sports tournaments
- Launch driver communication channels: WhatsApp groups, newsletters, bulletin boards at housing facilities
- Celebrate driver milestones: service anniversaries, performance achievements, safety records
- Build sense of belonging and pride in SHDH among driver workforce
- Foster peer support networks and mentorship programs (veteran drivers supporting new hires)
Performance & Accountability
- Partner with Ops Managers on driver performance issues and improvement plans
- Support fair and consistent enforcement of driver policies (attendance, safety, professionalism)
- Advocate for drivers in disciplinary processes while ensuring accountability
- Identify training needs based on driver feedback and performance issues
- Recommend process improvements to reduce driver frustration (unclear policies, inconsistent management)
Driver Welfare & Safety
- Monitor driver wellbeing: health issues, fatigue, stress, financial hardship
- Coordinate support for drivers facing personal challenges (medical emergencies, family issues, financial distress)
- Partner with Housing Manager on driver accommodation quality and living conditions
- Work with Fleet Control Manager on driver safety concerns and vehicle issues
- Escalate urgent driver welfare issues to Director of HR for immediate intervention
Policy Communication & Education
- Communicate HR policies to drivers in clear, accessible language (Arabic)
- Conduct driver workshops on policies, rights, responsibilities, and benefits
- Ensure drivers understand compensation structure, incentives, performance expectations
- Educate drivers on grievance process and how to raise concerns safely
- Gather driver feedback on policies and recommend changes to improve clarity and fairness
Qualifications
- 5+ years in employee relations, HR, or driver/field workforce management
- Deep experience managing large blue-collar workforces (200+ workers) in KSA
- Strong understanding of driver/blue-collar worker needs, challenges, and motivations
- Experience in logistics, transportation, delivery, or hospitality industries in KSA
- Excellent interpersonal and conflict resolution skills
