Operations Manager

Location

Abu Dhabi, UAE

Experience required

Minimum 3 years of experience in UAE with the same industry

Age preference

Under 40

Gender preference

Male

Key responsibilities

1. Courier operations management
   Lead and manage daily courier and last-mile delivery operations.
   Ensure achievement of delivery targets, SLAs, and service standards.
   Monitor operational performance and drive continuous improvements.
2. Rider & fleet management
   Oversee rider deployment, attendance, productivity, and utilization.
   Ensure adequate manpower availability to meet business demand.
   Coordinate with fleet teams for vehicle readiness and replacements.
3. Platform & client management
   Manage operational relationships with aggregators and key clients.
   Ensure compliance with platform requirements and service agreements.
   Handle client escalations and operational reviews.
4. Performance & KPI management
   Monitor delivery success rate, on-time performance, acceptance rate, and rider productivity.
   Analyze operational data and implement corrective actions.
   Drive productivity and efficiency initiatives.
5. Workforce planning
   Forecast manpower requirements based on business demand.
   Coordinate recruitment and onboarding requirements with HR.
   Maintain optimal staffing levels across operations.
6. Vendor & outsourcing management
   Manage outsourced courier partners and vendors.
   Monitor vendor performance against agreed KPIs.
   Optimize outsourced fleet costs and productivity.
7. Compliance & safety
   Ensure compliance with UAE regulations and company policies.
   Promote rider safety and operational best practices.
   Investigate operational incidents and implement preventive actions.
8. Cost control & process improvement
   Monitor operational expenses and identify cost-saving opportunities.
   Improve operational workflows through automation and technology.
   Support profitability through efficient resource utilization.
9. Reporting & management support
   Prepare daily, weekly, and monthly operational reports.
   Present performance insights and recommendations to senior management.
   Support strategic initiatives and business expansion plans.
10. Customer service team management
    Lead and manage the customer service team to ensure high levels of customer satisfaction and service quality.
    Monitor customer inquiries, complaints, and escalations, ensuring timely and effective resolution.
    Establish and track customer service KPIs, including response time, resolution time, and customer satisfaction scores.
    Coordinate closely with operations and fleet teams to resolve service-related issues and improve the customer experience.

Preferred skills

Leadership & people management

• Team leadership and workforce planning
• Coaching and mentoring supervisors
• Delivery performance management
• Fleet utilization and productivity management
• KPI dashboard analysis and reporting
• Vendor and outsourced fleet management

Technical & operational skills

• Advanced Excel, Google Sheets, and operational reporting
• ERP and operational systems proficiency
• High-volume courier and rider operations management
• Demand forecasting and capacity planning
• SLA and service quality management
• Incident and escalation management

Decision-making & problem solving

• Strategic thinking
• Operational troubleshooting
• Data-driven decision making
• Crisis and escalation management
• Root cause analysis

Operational excellence

• Fleet coordination and asset utilization
• Operational process improvement
• Compliance and safety management
• Performance management and productivity enhancement

Communication & stakeholder management

• Client relationship management
• Cross-functional collaboration
• Negotiation and influencing skills
• Conflict resolution
• Executive reporting and presentation skills

Nationality preference

Arabic speakers are preferred. Not mandatory but preferred.

Language

Strong command in both English and Arabic (preferred)

Non-negotiable requirements

1. Must have rider management (minimum 100-200) experience in UAE and must have handled minimum 2000 shipments per day.
2. Energetic and proactive
3. Same industry experience