Job description:

JOB TITLE: Express, Domestic & Ground operations Manager

REPORTING LINE: Reporting line: Country Manager

DIRECT REPORT: Operations leader, supervisors, dispatchers

INDIRECT REPORTS: operations members, couriers

• Creating SLA: Service Level Agreement and Ensure the workflow is going on according to the SLA
• Changing the requirement according to the client request
• Ensure on time delivery to achieve ultimate customer satisfaction
• Ensure solving customers issues and responds to any inquiry on time
• Supporting the sales to meet the customer expectations
• Ensure reporting to country manager in relation to any service failures
• Reporting any information that might impact company image and brand
• Ensure strengthening the relationship and coordination between operations and sales team
• Setting KPIs and conduct annual review to all direct reports.
• Mentor, develop and coach all direct reports
• Ensure having a proper incentive scheme to motivate and acknowledge achievers
• Facilitate the flow of information horizontally and vertically
• Ensure having a succession plan in place for all critical roles
• Spotting the talents and ensure having a proper development plan to promote and grow
• Train the team in relation to any new systems or tools introduced in the operation
• Identify training and propose training for direct reports
• Communicate any new corporate or local change in operations policies and procedures and ensure everybody is aware and understand it
• Determine access requirements to information within the express, domestic and ground operations teams to guarantee privacy and confidentiality based on sensitivity, classification, legal requirements and company policies, and pass to IT for implementation
• Develop and maintain the express, domestic and 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
• Ensure operations are running effectively and efficiently at all times
• Lead the improvement 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.
• Ensure any change in titles, or structure within operations is communicated to HR.
• Manage operations IRT team to handle complaints ensure professional and immediate resolution.
• Manage Ground operations, Domestic, express inbound and outbound and warehouse operations and ensure compliance to service expectations and quality standards.
• Passing all operations audits and ensure meeting operations annual KPI’s
• Ensure compliance to HSSE, compliance and sustainability standards
• Develop and maintain good working relationships with the related local authorities and airlines to facilitate business growth and development
• Leading the implementation of all new express products
• Leading the implementation of any new operations systems
• Coordinate with IT Team in relation to any update or new requirements needed
• Coordinate with GSO Operations team to adhere to any new processes or procedures created
• Ensure operations team abide by company operations policies and procedures
• Ensure updating local operations policies when needed
• Ensure data accuracy in relation to shipment data
• Manage operating expenses according to the set budget.
• Participate in setting the operation annual budget
• Monitor the express supplies stock level and ensure effective usage.

Apply for Job

For More jobs

Instagram |  Twitter |  Facebook |  YouTube |  LinkedIn