Operations Manager

Aramex Nigeria

Purpose of the Job

Ensure operations department is running efficiently & effectively to achieve ultimate customer satisfaction that contributes to meeting company growth strategies.

Job Description

• Customer:

• Create SLA: Service Level Agreement

• Changing the requirements according to the client request

• Ensure on time delivery to achieve ultimate customer satisfaction

• Ensure the workflow is going on according to the SLA

• Ensure solving customers’ issues and responds to any inquiry on time

• Supporting sales to meet customer expectations

• Ensure reporting to country manager in relation to any service failures.

• Reporting any information that might impact company image and brand

• People:

• Ensure strengthening the relationship and coordination between operations and sales.

• Setting KPIs and conducting annual review to all direct report

• Mentor, develop and coach all direct reports

• Facilitate the flow of information horizontally and vertically.

• Train the team in relation to any new systems or tools introduced in the operation

• Identify training and proposed training for direct reports

• Communicate any new corporate or local changes in operations policies & procedures and ensure everybody is aware of and understood it.

• Determine access requirements to information within express, domestic & ground operations teams to guarantee privacy and confidentiality based on sensitivity, classification, legal requirement, company policies and pass to IT for implementation.

• Develop and maintain the express, domestic & 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.

• Boost morale of operations staff

• Operations

• Ensure operations are running effectively and efficiently all the times.

• Lead the impartments 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

• Increase couriers’ delivery/pickup productivity by 30% from current performance.

• Maintain monthly scanner performance at 90%

• Maintain pickup performance at 85%

• Pickup cancellation to be monitored and coordinated with customer service on reschedule process.

• Maintain ground courier appearance and vehicle fleet appearance/ branding.

• Manage operations IRT team to handle complaints, ensure professional and immediate solutions.

• Ensure compliance with service expectations and quality standers.

• Ensure compliance with HSSE, compliance and sustainability standards.

• Develop and maintain good working relationships with the related local authorities and airlines to facilitate business growth & development.

• Leading the implementation of any new operations systems.

• Coordinate with IT team in relation to any update or new requirements needed.

• Coordinate with GSO / regional operations team to adhere to any new processes or procedures created.

• Ensure operations team abide by the company operations policies and procedures

• Ensure updating local operations policies when needed.

• Ensure data accuracy in relation to the shipments data.

• Financial results

• Manage operating expenses according to the set budget.

• Monitor the expenses supplies stocks level and ensure effective usage.

Job Requirements - Experience and Education

• Minimum 5 years’ of experience with managing teams of at least 30 members including outsourced employees.

• Bachelor's degree in Logistics, Supply Chain, or equivalent

• Experience in Linehaul or Outbound / Inbound / Ground Operations or Warehouse management.

• Professional certification in Six Segma or Lean is preferred

• Strong knowledge of Root Cause Analysis (RCA), with the ability to identify underlying issues and recommend effective corrective and preventive actions.

• Strong understanding of operational Standard Operating Procedures (SOPs), with the ability to ensure compliance and consistency in day-to-day operations.

Leadership Behaviors

• Building Outstanding Teams
• Setting a clear direction
• Simplification
• Collaborate & break silos
• Execution & Accountability
• Growth mindset
• Innovation
• Inclusion
• External focus

Skills

• Interpersonal Skills
• Customer Focus
• Communication Skills
• Attention To Details
• Problem Solving
• Leadership Skills
• Teamwork
• Time Management
• Decision Making
• Negotiation Skills
• Stakeholder Management
• Continuous Improvement Mindset
• Results Driven