Drivers Verification Group Lead (Compliance)

TL;DR

Drivers Verification Group Lead (Compliance): Overseeing driver onboarding and compliance operations across Indonesia with an accent on operational efficiency and regulatory adherence. Focus on managing verification teams, monitoring real-time KPIs, and optimizing KYC workflows to ensure platform safety.

Location: Fully remote within Indonesia

Company

hirify.global is a global tech company providing ride-hailing, freight, and delivery services across 48 countries.

What you will do

• Oversee daily operations of the Drivers Verification team, managing 20-25 agents including attendance and shift handovers.
• Monitor real-time performance metrics such as SLA, QA, AHT, and overall productivity.
• Ensure accurate and compliant verification of driver documents in accordance with SEA regulatory requirements.
• Analyze error trends and escalations to identify root causes and implement corrective actions.
• Lead daily stand-ups to review KPIs, align priorities, and assign workloads.
• Collaborate with QA, Training, and Compliance teams to enhance verification standards and workflows.

Requirements

• Fluent in English and Bahasa Indonesia.
• 2+ years of experience in a managerial or supervisory role within customer service or a contact center.
• Strong analytical skills and proficiency in Excel for operational reporting.
• Experience leading, mentoring, and managing team performance and accountability.
• Familiarity with QA frameworks and WFM basics (coverage, shrinkage, staffing).
• Must be based in Indonesia to ensure compliance with local regulatory standards.

Nice to have

• Experience in KYC (Know Your Customer) processes.

Culture & Benefits

• Unlimited opportunities for professional and career growth.
• Work as part of an international team in a fast-growing global IT company.
• Initial training provided for new hires.
• Standard 5/2 shift work schedule.