Purpose of the Job
The Regional Operations Manager - Central QLD is responsible for leading and managing the day-to-day operational performance of the Mackay and Capricorn Coast branches. The role provides leadership and direction to operational employees, company drivers and Courier Franchisees to ensure the branch achieves service, compliance, safety, customer and financial objectives.
The role is accountable for operational excellence, improving profitability, maintaining strong franchisee relationships, ensuring compliance with Aramex systems and procedures, and delivering high-quality customer experience across the Central QLD region.
Job Description
• Provide leadership, coaching and direction to depot employees, company drivers and Courier Franchisees to achieve operational goals and performance expectations.
• Manage daily depot operations, ensuring freight movements, delivery performance and operational processes are completed efficiently and in accordance with Aramex standards.
• Monitor and improve operational performance through effective management of KPIs, service commitments and performance reporting.
• Build and maintain effective relationships with Courier Franchisees, providing support, guidance and accountability to ensure compliance with franchise requirements and business objectives.
• Develop and implement operational initiatives that improve efficiency, service delivery and branch profitability.
• Manage operational costs within budget and provide regular reporting on financial performance, including identification of cost improvements and exceptions.
• Ensure customer complaints, service issues and freight claims are investigated, managed and resolved promptly and effectively.
• Coordinate induction, onboarding and training requirements for new and existing Courier Franchisees, company drivers and operational employees.
• Ensure compliance with all Health and Safety legislation, company policies and procedures, acting as the branch safety representative and promoting a strong safety culture.
• Ensure company vehicles, equipment and depot facilities are maintained, compliant and represent the Aramex brand appropriately.
• Manage employee and franchisee performance issues, ensuring individuals are accountable for meeting role expectations and operational standards.
• Work collaboratively with internal stakeholders, including Franchise Support Office personnel, regional teams and suppliers, to support business objectives.
• Prepare and provide operational reporting as required, including weekly and monthly performance updates.
• Ensure all personnel, freight, vehicles and facilities are appropriately secured and managed in accordance with company procedures.
• Undertake any other duties reasonably required to support the successful operation of the branches.
Job Requirements - Experience and Education
• Demonstrated experience in operations management, logistics, transport or courier environments.
• Proven experience leading and managing large, diverse teams.
• Strong leadership skills with the ability to coach, motivate and develop employees and contractors.
• Experience managing performance, operational KPIs and service delivery outcomes.
• Strong understanding of financial management, budgeting and cost control.
• Excellent written and verbal communication skills with the ability to build effective relationships at all levels.
• Strong analytical and problem-solving skills with the ability to make sound operational decisions.
• Customer-focused mindset with experience managing customer expectations and resolving issues.
• Sound knowledge of Health and Safety obligations and workplace compliance requirements.
• Ability to work in a fast-paced operational environment with flexibility to work early mornings, evenings and weekends when required.
• Current Driver Licence.