Purpose of the Job

Ensure operations department is running efficiently & effectively to achieve ultimate customer satisfaction that contributes to meeting company growth strategies.

Job Description

Customer:

• Create SLA: Service Level Agreement
• Changing the requirements according to the client request
• Ensure on time delivery to achieve ultimate customer satisfaction
• Ensure the workflow is going on according to the SLA
• Ensure solving customers’ issues and responds to any inquiry on time
• Supporting sales to meet customer expectations
• Ensure reporting to country manager in relation to any service failures.
• Reporting any information that might impact company image and brand

People:

• Ensure strengthening the relationship and coordination between operations and sales.
• Setting KPIs and conducting annual review to all direct report
• Mentor, develop and coach all direct reports
• Facilitate the flow of information horizontally and vertically.
• Train the team in relation to any new systems or tools introduced in the operation
• Identify training and proposed training for direct reports
• Communicate any new corporate or local changes in operations policies & procedures and ensure everybody is aware of and understood it.
• Determine access requirements to information within express, domestic & ground operations teams to guarantee privacy and confidentiality based on sensitivity, classification, legal requirement, company policies and pass to IT for implementation.
• Develop and maintain the express, domestic & ground operations teams’ response and recovery plan during a disruptive incident, using the tools and templates provided by the local business continuity coordinator working within the BIE team.
• Boost morale of operations staff

Operations 

• Ensure operations are running effectively and efficiently all the times.
• Lead the impartments projects to increase operational efficiency and improve performance.
• Work with station manager on setting the yearly objectives and expansion/development plans
• Manage proper use of Aramex technology and systems
• Increase couriers’ delivery/pickup productivity by 30% from current performance.
• Maintain monthly scanner performance at 90%
• Maintain pickup performance at 85%
• Pickup cancellation to be monitored and coordinated with customer service on reschedule process.
• Maintain ground courier appearance and vehicle fleet appearance/ branding.
• Manage operations IRT team to handle complaints, ensure professional and immediate solutions.
• Ensure compliance with service expectations and quality standers.
• Ensure compliance with HSSE, compliance and sustainability standards.
• Develop and maintain good working relationships with the related local authorities and airlines to facilitate business growth & development.
• Leading the implementation of any new operations systems.
• Coordinate with IT team in relation to any update or new requirements needed.
• Coordinate with GSO / regional operations team to adhere to any new processes or procedures created.
• Ensure operations team abide by the company operations policies and procedures
• Ensure updating local operations policies when needed.
• Ensure data accuracy in relation to the shipments data.

Financial results

• Manage operating expenses according to the set budget.
• Monitor the expenses supplies stocks level and ensure effective usage.

Job Requirements - Experience and Education

• Minimum 5 years’ of experience with managing teams of at least 30 members including outsourced employees.
• Bachelor's degree in Logistics, Supply Chain, or equivalent
• Experience in Linehaul or Outbound / Inbound / Ground Operations or Warehouse management.
• Professional certification in Six Segma or Lean is preferred
• Strong knowledge of Root Cause Analysis (RCA), with the ability to identify underlying issues and recommend effective corrective and preventive actions.
• Strong understanding of operational Standard Operating Procedures (SOPs), with the ability to ensure compliance and consistency in day-to-day operations.

Leadership Behaviors

Skills