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(Min 100-200) experience in UAE and must handled minimum 2000 shipments per day.
2- Energetic and proactive
3- Same industry experience