Operations Supervisor - Express

About the role

The Operations Supervisor is responsible for keeping ZAJEL's operations running efficiently by managing couriers and resolving customer issues, complaints and escalations. The position is based in Dubai.

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 for the team and deal with escalations; adjust work plans for leaves, holidays or heavy workloads.
• Monitor operations progress, maintain logs, track applications processed and set daily courier targets, and distribute backlogged applications.
• Report system and application errors, coordinate their resolution with business units, and investigate and close courier-related accidents, incidents and near misses.
• Monitor new hires through reports from seniors/executives, coordinate timesheets and leave, and mentor the team with hands-on technical leadership.
• Prepare timely and accurate MIS statements and reports, and give regular feedback on the effectiveness of policies and procedures.
• Ensure compliance with quality management procedures and contribute to continuous improvement of systems, processes and practices.

Required profile

• High school or bachelor's degree or equivalent.
• Minimum 4-6 years of experience in a similar environment, including at least 2 years in a supervisory capacity.