Senior Operations Leader

Purpose of the Job

Managing the Express operations and organizing the work of couriers to ensure operations is running effectively and efficiently, as well as introducing new solutions that cater to specific industry needs.

Job Description

• Communicate and coordinate with the customer account management teams in terms of capability and scheduling jobs to ensure timely action to the customer
• Maintain effective communication with internal and external parties
• Prepare, monitor, and control client incidents and complaints in coordination with the customer service and operations team members to ensure timely response to the CMT and Sales
• Handling customers complaints and special requests or any urgent collections or deliveries even at odd times
• Introduce new solutions driven by specific customer needs
• Identify training needs for the team members and continuously improving their skills and capacity
• Set KPIs and conduct annual performance evaluation for direct reports
• Organize the team and manage ground courier’s substitution
• Coordinate couriers’ vacations to ensure optimum & balanced distribution of workload amongst all routes
• Manage the effective usage of Aramex IT systems and Scanner technology
• Manage the daily outbound schedules and continuously looks for alternative line haul solutions to improve the service in terms of transit time and cost.
• Provide feedback on the route and load distributions to help the ground operations supervisors update the routes on the system
• Handle special projects when needed
• Identify and resolve repetitive service failures and human errors and facilitate continues improvement
• Monitoring the departments KPI’s and find the points of improvements
• Support sales team, by holding meetings with clients and find out all related demands/concerns from the client’s perspective
• Monitor the station inbound/outbound production
• Setting the strategic plans for the departments
• Manage the various inbound/outbound operations in accordance with the standard procedures and quality of services standards
• Follow up with Hub: regarding shipment clearance, updating the system, consul recovering
• Monitors the system updates related to the arrivals and ensure they are done according to the quality-of-service standards
• Manages the various inbound/outbound operations performed at the airport to meet the service expectations and quality standards
• Handle and control receiving process at the airport and monitors the clearance process to ensure it done according to the country local customs regulations
• Structure, organize and manage the couriers and routes during regular working days
• Adhere to company HSSE, compliance and sustainability corporate policies
• Manage the team’s related costs and expenses according to the set budget
• Monitor the Express supplies stock level and effective usage

Job Responsibilities - Experience and Education

• Bachelor’s degree in business administration, Human Resources, Finance.
• Strong English language skills are required for this role; additional languages are preferred given the nature of this global role.
• 4-6 years’ experience in Express operation.
• Thorough understanding of Express operations and clearance.
• Strong Leadership, coaching and mentoring skills.
• Ability to analyst problems and have a creative thinking to adapt a proper solution.
   

Leadership Behaviors

Skills