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Job Details
Summary
The incumbent is responsible for managing and ensuring the smooth running of the import, export and domestic operations and customer service of World Courier.
Responsibilities:
Operational/Customer Service Performance
Identify and implement processes and training that lead to continued improvement of service outcomes.
Maintain and develop performance standards & customer outcomes.
Review and ensure that Operations and Customer Service are working efficiently.
Ensure that all communications (internally & externally) are accurate, consistent, timely and concise.
Develop relationships with industry to establish optimal shipment transits (Cargo recovery, lodgement & clearance).
Take pre-emptive and proactive action to prevent problems with service delivery.
Monitor and measure the service quality of systems, staff and carriers.
Network & Training
Create & implement strategies and plans to develop staff capabilities.
Review and adapt organisational structure to be aligned with development.
Monitor and develop network to ensure service delivery.
Directly or indirectly supervise operations staff across.
Develop and maintain staff skill levels through an annual training program.
Develop and maintain staff cross-training/multitasking program.
Keep all staff informed as to Operations policies, procedures & guidelines.
Keep all staff informed as to regulatory compliance matters.
Keep all staff informed as to Information Technology hardware and software developments relevant to the operations area.
Technology
Work with the Information Technology area to ensure that all office systems and support services are operational and effectively supporting the business.
Liaise with the Information Technology area to represent the interests of Operations and provide feedback.
Staff Performance Management
Thoroughly induct new staff as to their responsibilities and the requirements and expectations of World Courier.
Monitor and review staff Key Performance Indicators.
Conduct performance appraisals for all direct reports, at a minimum interval of every 6 months. More often if required.
Target, nurture and develop strong performers.
Manage poor performers by training, supervising and providing feedback and coaching.
Ensure that the approval of the General Manager is obtained prior to dismissal or "managing out" of a staff member.
Ensure that the requirements of the Unfair Dismissal Act are met, in the event that a dismissal becomes necessary.
Airlines & Routings
Monitor and ensure secure, speedy and innovative routings are used.
Lead &/or oversee negotiation of contracts and rates with agents & carriers.
Work to ensure that arrangements with airlines, ground handlers and routings are as efficient and cost-effective as possible.
Compliance & Reporting
Be informed on and comply with all government legislative and other requirements eg: China Entry-Exit Inspection and Quarantine, Saudi Food and Drug Authority, Some country's Food and Drug Authority, Ministry of Health, International Air Transport Association, International Organization for Standardization & etc.
Prepare an annual Operations Plan for the General Manager outlining proposed initiatives, activities and developments.
Prepare a monthly operations report and a six monthly overview, for the General Manager.
Complete all internal reporting to the standard required by Head Office, and by the due date.
Reports Directly To:
General Manager
.
Experience:
Experienced people management.
International experience (e.g. in an MNC, overseas study)
Experience in similar role.
Minimum Skills, Knowledge and Ability…