Operation Supervisor

3 weeks ago

Dubai, Dubai, United Arab Emirates Zajel_official Full time
Operation Supervisor - Express (Highly Preferred - Industrial Engineer)

Who are we?

Delivering a smarter courier experience since 2008. At ZAJEL, we're on a mission to be the courier company that goes beyond distance and destination to offer business transformation, reliable global services, and flexible, agile solutions. Our journey started in 2008. Fast-forward to now and we've matured to become one of the fastest-growing courier and logistics companies in the UAE.

Who are we looking for?

The Operation Supervisor is responsible for ensuring the efficient functioning of ZAJEL's operations by managing couriers as well as resolving customers' issues, complaints, and escalations.

Responsibilities

Workflow Management

  • Establishes internal guidelines and procedures for the operations department to ensure high performance from the department.
  • Implements adequate workflow systems, monitoring mechanisms, and control mechanisms to ensure the expected service levels are delivered.
  • Plans and assigns routes for the couriers as per the load and delivery value.
  • Handles customers' incidents and complaints related to his/her team and handles escalations if any.
  • Monitors the daily operational transactions, checks pending deliveries and pickups, and takes corrective action accordingly.
  • Modifies department work plans according to changes in operations such as leave, holiday, or a heavy workload.

Managing Operations

  • Monitors the progress of all operation activities on an ongoing basis.
  • Maintains logs to track the services of the department.
  • Oversees the total applications processed and calculates the daily target of the couriers.
  • Backlog applications to be allocated and distributed well in the process of achieving targets on completion of the targets.
  • Reports system and application errors by creating error snapshots or reports.
  • Facilitates resolution of these errors by coordinating with the relevant business units and providing inputs.
  • Monitors and properly investigates and closes courier-related accidents/incidents and near-misses.

Team Management

  • Monitors new hire progress via reports submitted by Seniors/Executives and based on absenteeism, behavior, and knowledge.
  • Coordinates operational activities related to the team, such as monitoring and submitting timesheets, regulating leave, etc.
  • Mentors operations team and provides 'hands-on' technical leadership as required.

Policies, Systems, Processes, and Procedures

  • Recommends, develops, and implements operational plans and policies to support near-term performance targets as well as long-term strategic business objectives.
  • Ensures that policies and processes fulfill all procedural/legislative requirements while delivering a quality, cost-effective service.

Quality Management and Continuous Improvement

  • Ensures compliance with all relevant quality management procedures and controls to guarantee compliance and delivery of high-quality service.
  • Stimulates and contributes to the identification of opportunities for continuous improvement of systems, processes, and practices considering best practices, improvement of business processes, cost reduction, and productivity improvement.

MIS and Reports

  • Creates daily reports for all services rendered by the operations department and ensures that all services are updated in the system.
  • Prepares timely and accurate MIS statements and reports as required.

Qualifications

  • Bachelor's degree in Industrial Engineering or a related field (preferred).
  • Minimum 4-6 years of experience in a similar environment with at least 2 years in a supervisory capacity. Freshers who are graduates of Industrial Engineering are also encouraged to apply.
  • Strong analytical skills with a solid understanding of data analysis and report interpretation.
  • Exceptional interpersonal and communication abilities, with a proven track record of building relationships across all organizational levels.
  • Confident, adaptable, and capable of thriving in a dynamic, fast-paced, and multicultural environment.
Seniority level

Associate

Employment type

Full-time

Job function

Other

Industries

Transportation, Logistics, Supply Chain and Storage and Freight and Package Transportation

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