Operations Manager - Express

About the role

ZAJEL, a fast-growing UAE logistics company founded in 2008, offers express courier, freight, special projects and government services. The Manager, Operations - Express ensures the efficient running of its operations by planning and managing couriers and resolving customer issues, complaints and escalations.

Key responsibilities

• Set up internal guidelines and procedures for the operations department and implement workflow, monitoring and control systems to deliver expected service levels.
• Plan and assign courier routes according to load and delivery value, and monitor daily transactions, pending deliveries and pickups.
• Handle customer incidents and complaints, and escalate them when needed; monitor transit time against targets and adjust work plans for leaves, holidays or heavy workloads.
• Liaise with other business units (Call Center, Customer Service, Fleet and Logistics & Cargo) to plan and execute client requirements.
• Oversee recruiting, training and development of the operations team, set individual objectives, manage performance and give formal and informal feedback.
• Coordinate team activities such as timesheets and leave regulation, mentor the team and provide hands-on technical leadership.

Required profile

• Bachelor's degree in Industrial Engineering or a related field.
• 7-10 years of experience in an Operations Manager role.
• Proven experience in the logistics and supply chain industry.
• Experience managing teams, KPIs, budgets and operational performance.

Required skills

• Operational planning, process improvement, warehouse management, transportation and supply chain optimization.
• Data analysis, reporting and continuous improvement methods such as Lean and Six Sigma.
• Leadership, communication and stakeholder management.