About the job
The Emergency Response Team Supervisor is responsible for overseeing high-risk, urgent, and sensitive incidents that require immediate attention and coordination across various functions. This pivotal role focuses on ensuring the swift resolution of escalated situations such as accidents, harassment cases, safety issues, claims, and critical customer concerns, all while safeguarding operational, financial, and reputational integrity.
Key Responsibilities:
Emergency Response:
- Lead and manage the Emergency Response Team (ERT) in addressing accidents and other urgent situations.
- Ensure compliance with response protocols for effectiveness and efficiency.
- Provide direction and support to ERT members during incidents.
- Document all incidents meticulously, including reports, images, and communication logs.
Escalation Management:
- Manage escalations from passengers, bikers, and internal teams, ensuring prompt resolution.
- Evaluate incidents to assess severity and necessary actions, referring to senior management when needed.
- Collaborate with relevant departments (Operations, Legal, Insurance, etc.) to resolve escalated issues.
- Monitor and follow up on escalated cases to ensure timely closure.
Coordination and Communication:
- Act as the primary liaison between the ERT, passengers, bikers, and external authorities (e.g., police, hospitals).
- Maintain proactive communication with affected parties to offer updates and assistance.
- Ensure accurate documentation and reporting of all incidents and escalations.
Team Leadership:
- Train and mentor ERT members on incident response and safety protocols.
- Evaluate team performance and provide constructive feedback to enhance service quality.