Assistance Operation Manager

JOB DESCRIPTION FOR ASSISTANT OPERATIONS MANAGER -COURIER SERVICES

GENERAL DESCRIPTION

The Assistant Operations Manager supports the Operations Manager in overseeing the daily operations of the courier service. This role focuses on ensuring the efficient, cost-effective, and timely movement of shipments while maintaining high standards of service quality and customer satisfaction. The Assistant Operations Manager will act as a key liaison between management, supervisors, and frontline staff, stepping in to lead operational activities and resolve issues as they arise. This position requires a hands-on approach, including driving duties, to support the team and understand ground-level operations firsthand.

KEY DUTIES - OPERATIONS SYSTEM

1. Assist in developing and implementing strategic and operational objectives to streamline courier and logistics processes.
2. Monitor daily operational metrics and assist in setting realistic Key Performance Indicators (KPIs) to track team and departmental achievements.
3. Oversee the day-to-day management of courier dispatch, routing, and delivery schedules to ensure cost-effectiveness and timeliness.
4. Propose and implement new ideas to improve delivery routes, enhance productivity, and reduce operational costs.
5. Supervise and monitor the activities of operations supervisors and couriers to ensure alignment with operational goals.
6. Identify and address work-related issues and employee concerns, escalating complex problems to the Operations Manager when necessary.
7. Ensure all employees strictly adhere to safety regulations, particularly regarding vehicle operation and cargo handling.
8. Assist in managing the departmental budget and preparing operational reports for Higher Management.
9. Ensure Service Level Agreements (SLAs) with clients are maintained by overseeing service quality and delivery performance.
10. Review and enhance manifest reports for all inbound and outbound shipments, ensuring accuracy and completeness.
11. Identify training needs and skill gaps among operations staff and recommend suitable training programs.
12. Liaise with Higher Management to help plan short and long-term goals for the operations department.
13. Ensure all shipments comply with customs and permit requirements, maintaining meticulous records for inbound and outbound items.
14. Communicate with various Department Heads (HODs) on operational matters and participate in cross-functional projects.

MANPOWER MANAGEMENT

1. Assist in planning manpower requirements and daily shift allocations with operation supervisors to ensure optimal coverage.
2. Coordinate with the Human Resources Department on manpower requisition, interviews, and the hiring process.
3. Provide effective supervision and leadership to operations staff, fostering a productive and positive work environment.
4. Enforce compliance with occupational, health, and safety regulations to prevent accidents or injuries in the workplace and on the road.
5. Support the performance appraisal process by providing constructive feedback on staff performance to the HR Department.
6. Address human relations issues and promote employees' health and well-being.
7. Help reconcile work-related disputes and, when required, carry out disciplinary actions in accordance with company policy.
8. Assist in setting realistic work standards and conduct periodic performance reviews to achieve quality and productivity goals.
9. Ensure all employees clearly understand their roles, responsibilities, and tasks to facilitate a smooth-running operational environment.

CUSTOMER RELATION MANAGEMENT - CRM

1. Apply a CRM approach to better understand customer needs and tailor service delivery to meet those needs.
2. Timely reconcile and respond to all complaints and incidents received via emails, calls, and social media, updating the incident log.
3. Analyze customer feedback and complaints to help develop new customer care strategies to ensure retention and satisfaction.
4. Communicate customer and agent feedback to the operations team and help devise practical solutions to resolve complaints and improve service.
5. Communicate all operating issues at departmental meetings and via internal email dissemination.
6. Lead by example to ensure all employees observe and maintain a high standard of customer satisfaction at all times.

TRAINING AND DEVELOPMENT

1. Conduct skills gap analyses to determine the training needs of employees.
2. Identify specific training and development requirements for couriers, supervisors, and support staff.
3. Recommend structured training programs, clearly defining the scope, course outline, and timeframe.
4. Assist in delivering and overseeing training sessions for individuals or groups of employees.
5. Support the evaluation and assessment of training effectiveness to ensure continuous improvement.
6. Equip employees with the knowledge, practical skills, and motivation to carry out their work activities effectively.

POLICIES AND PROCEDURE

1. Ensure all operations staff comply with and adhere to company policies, rules, and regulations.
2. Assist in conducting periodic reviews of HR and operational policies, recommending necessary amendments.
3. Help prepare and promulgate Standard Operating Procedures (SOPs) and participate in bi-annual reviews to ensure relevance and efficiency.
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EDUCATION/EXPERIENCE AND SKILLS REQUIREMENTS

1. Minimum Degree in Logistics, Business Administration, or a related discipline.
2. Minimum 3-5 years of experience in a courier, freight forwarding, or logistics operations environment, with at least 2 years in a supervisory role.
3. Strong organizational and multi-tasking skills.
4. Demonstrated leadership and supervisory skills.
5. Strong interpersonal and communication skills (written and verbal).
6. Excellent problem-solving and decision-making abilities.
7. Effective time-management skills.
8. Conflict management and resolution skills.
9. Good customer relations and service orientation.
10. Proficient in Microsoft Office Suite (Word, Excel, Outlook).
11. Valid Class 3 driving license (essential) – required to drive company vehicles for operational support, route checks, and to backfill driving duties when necessary.
12. Willingness to work flexible hours and respond to operational emergencies outside of standard business hours.