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Regional Operations Manager - Express

Location -Johannesburg  ,South Africa (ZA) 

Job ID -3866

Job Purpose
• Responsible for customer satisfaction, employee satisfaction, revenue growth and customer retention.
• Responsible for Operational efficiency & Operational process improvement
• Boost station performance through:

  • Understanding station strengths and weaknesses to assist Operations managers achieve ambitious targets
  • Standardized processes and policies
  • Better management of processes and tools
  • Improved infrastructure and equipment
  • Implementation of E-Tools

 

Key Responsibilities
Management of the following areas:


• Outbound Express (JNB and CPT)
• Inbound Clearance (Excluding Compliance)
• Inbound airport


Strategy Implementation:
• To implement the company Express Strategy nationally
• Achieve budgeted targets
• To evaluate Customer Service strategy and operating plan within the contact centres, to ensure business unit and global consistency of customer service practices.
• To manage and evaluate the operation efficiencies of the national express team


Customer Satisfaction and Retention:
• To establish a customer-focussed culture by implementing and managing initiatives and tools that aim to achieve customer satisfaction
• Evaluate, monitor and improve customer quality interactions from customer service
• Improve customer interaction through training education and development of customer service teams.
• To maintain an awareness of customer needs through regular visits, both proactively and reactively.


People Management:
• To lead, motivate and empower staff through effective and open communication, excellent leadership, regular performance feedback and teambuilding, in order to maximise customer satisfaction, business results and employees’ satisfaction.
• Ensure effective communication and dissemination to all staff.
• Through training and coaching, ensure that all staff involved with the Express product are equipped with the right skills, knowledge, competencies, and empowerment to delight customers and achieve business results.
• Establish a coaching mind-set and culture in the teams by ensuring that regular and effective coaching is in place for all employees.
• Ensure that the correct processes for employee counselling and/or discipline are in place.
• Conduct regular group review meetings with Customer Service Managers; Operational Managers and Commercial Managers to assess team performance and progress against business plans.
• Promote the corporate values through active participation in the corporate initiatives.
• Comply with all Company related policies, procedures and legal requirements (HR, Health & Safety, Security, etc.)


Process Management & Implementation:
• To deploy and monitor Express operational processes, policies and procedures in order to ensure the consistency, efficiency and quality of internal and external customer experiences-

  • This includes but not limited to
    • Transit time (inbound and outbound) to achieve a 95% delivery SLA
    • New products and services

• Schedule activities with local teams and manage day to day activities

• Organize daily workplan and tracking of actions

• Identify required training and gaps specific to each station or area
• Report weekly progress and results to Management team
• Plan improvement actions jointly with local teams
• Prepare and facilitate workshops when needed


Financial Management:
• Ensure that Budgeted Gross Profit and Net Profit targets are met through consistent management of operational overheads


Project Work:
• Drive industry specific customers through effective implementation of standards and procedures applicable to customer requirements.
• Assist in planning and developing revenue initiatives


General Job Requirements
• International travel as and when required.
• Working occasionally in line with Express shift-hours to review operations.


Related Procedures
Adhere to all related policies, procedures documented and published under Infohub in the intranet.


Minimum Requirements
▪ Bachelor’s Degree or equivalent training and/or experience
▪ At least 10 years’ experience in a management position
▪ Experience in the Logistics industry is a necessity
▪ Proven successful track record at successfully managing the Express Product
▪ Strong Business Acumen
▪ Must be willing to travel
▪ Valid Code 08 drivers licence and own reliable transport
▪ Advanced Microsoft Package – Word, Excel, Power Point
▪ DG Cat 6 accredited a must


Skills
▪ Organization & Planning Skills
▪ Communication Skills
▪ Interpersonal Abilities
▪ Problem-Solving
▪ People Management
▪ Team Building skills


Competencies
▪ Innovation
▪ Achievement Drive
▪ Leadership
▪ Problem Analysis
▪ Customer Focus
▪ Strategic Thinking
▪ Building Effective Teams

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.