Incident Management Group Lead

Incident Management Group Lead inDrive Posted on May 20, 2026 Apply now to be added Department Customer Service and Experience Employment Type Full Time Location Nepal Address Kathmandu, Bagmati Province Workplace type

Onsite Key Responsibilities Team Leadership and Management:

Lead, mentor, and develop a team of 20 - 30 professionals, fostering a high-performance culture and supporting individual career growth. Set clear performance expectations, deliver regular constructive feedback, and conduct performance appraisals in alignment with organizational goals. Manage team capacity, staffing, and resource allocation to ensure operational demands are met effectively. Cultivate a collaborative and inclusive environment that promotes knowledge sharing, continuous learning, and team cohesion.

Operational Excellence:

Implement and refine operational policies and procedures to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs). Monitor, analyze, and report on operational metrics and trends, identifying areas for improvement and executing action plans to boost efficiency and quality. Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance uplift. Proactively address workflow challenges, resolve escalations, and ensure timely and effective problem resolution.

Cross-Functional Team Management:

Collaborate closely with other departments such as HR, Training, Quality Assurance, IT, and Workforce Management to align operational activities and achieve shared goals. Act as a liaison between frontline teams and support functions, ensuring clear communication, coordinated efforts, and streamlined workflows. Facilitate cross-functional projects and initiatives to enhance end-to-end process efficiency and service delivery. Represent team interests in cross-departmental meetings and contribute to organizational planning and strategy.

Process Improvement and Innovation:

Identify, evaluate, and implement process improvements, automation, and best practices to increase productivity and quality while reducing costs. Encourage a culture of innovation by empowering team members to propose and pilot new ideas, tools, and methods. Stay current with industry trends, emerging technologies, and best practices to drive operational innovation and maintain a competitive edge. Lead or contribute to change management initiatives to ensure smooth adoption of new processes and technologies.

Skills, Knowledge & Expertise Experience:

4+ years in Operations Management or similar leadership roles, preferably in Customer Service, Ride-hailing industry.

Availability:

Must be open to rotational shifts

Language :

English Level or Regional Language Proficiency.

Skills:

Strong leadership and people management abilities Excellent analytical and problem-solving skills Proven experience in cross-functional collaboration and project management Ability to drive process improvements and operational efficiencies Effective communication and interpersonal skills Proficiency in performance monitoring tools and MS Office/Google Workspace About inDrive inDrive is a global tech company on a mission to challenge injustice. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world's top ride-hailing apps, now with 360M installs across 48 countries. Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. Our goal is to positively impact 1 billion lives by 2030. Through inVision, our non-profit arm, we support education, entrepreneurship, and equality in underserved communities. Ready to ignite your inner drive? Apply Now Our Hiring Process Stage 2: Talent Acquisition Interview Stage 3: Hiring Manager Interview Stage 4: Offer Stage 5: Hired Stage 1: Applied Stage 2: Talent Acquisition Interview Stage 3: Hiring Manager Interview Stage 4: Offer Stage 5: Hired Stage 1: Applied Stage 2: Talent Acquisition Interview Stage 3: Hiring Manager Interview Stage 4: Offer Stage 5: Hired Not quite right? Register your interest to be notified of any roles that come along that meet your criteria. Register Your Interest Apply now See more open positions at inDrive