Senior Operations Leader ( 6th of October Hub Leader )

About the Job

• Communicate and coordinate with the customer account management teams in terms of capability and scheduling jobs to ensure timely action to the customer

• Maintain effective communication with internal and external parties

• Prepare, monitor and control client incidents and complaints in coordination with the customer service and operations team members to ensure timely response to the CMT and Sales

• Follow up customer’s enquiries by answering and calls via CMTs or directly with customers.

• Train, Mentor, and develop direct reports

• Set objectives and conduct annual performance review for direct reports

• Monitor and ensure the team are using safe practices while conducting their jobs.

• Monitor and manage schedule and shifts of all the team members to ensure availability of adequate staffing

• Facilitate the flow of information horizontally and vertically

• Monitor operations team members to ensure that the full inbound cycle is done according to Aramex standards including recovery, reconciliation, creating run sheets and entering Proof of Delivery in the system.

• Monitor and control operations team members to ensure that the full outbound domestic cycle is done according to Aramex standards including weighing, coding, alerting, sorting and manifesting • manage the company fleet (Couriers & admins)

• Manage the effective usage of Handheld technology

• Assure the ground courier daily production as per the standards

• Monitoring the vehicle tracking system in a way to minimize the long route, as well as minimizing the fuel consumption.

• Supervise the ground courier’s routes with the ground courier’s leader to optimize the best daily performance.

• Prepare, monitor and control outbound performance analysis for the warehouse staff.

• Generate and handle all receiving shipments tokens by back office and making the shipment ready for collection.

• Identify all no physical scan Record shipments (Physical shipments not sent) by customer’s average of 500 and notify to CMT and accounts for confirmation to delete and the same will be deleted from system.

• Adhere to company HSSE, compliance and sustainability corporate policies.

• Analyze and identify all performance related issues and ensure appropriate steps are taken to prevent losses.

• Ensure proper handling of cash according to the procedure

• Prepare, monitor and control client incidents and complaints to ensure its resolved on time to avoid losing any customer business

• Handle all COD issues such as cases when customer do not pay the return cash or customer refused to pay or in case of payment conflicts.