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.