Operations Manager

Role overview

Operational management

• Manage end-to-end logistics operations, including pickup, sorting, transportation and last-mile parcel delivery.
• Monitor daily branch/hub activities to ensure operational targets and SLAs are met consistently.
• Plan and optimize delivery routes and driver dispatch schedules to reduce transit times and operational costs.

Performance and KPI tracking

• Track and report key operational metrics such as On-Time Delivery, delivery success rate and cost-per-parcel.
• Drive process improvement initiatives to reduce parcel damage, missing rates and customer complaints.
• Conduct regular reviews of operational efficiency and present reports to senior management.

Team leadership and workforce management

• Lead, mentor and manage supervisors, sorting staff, couriers and fleet personnel.
• Oversee manpower planning, shift schedules, peak-season resource allocation and recruitment needs.
• Foster a safe, high-performance and accountable work environment.

Compliance and SOPs

• Ensure full compliance with company SOPs, safety policies and local labor/transportation regulations.
• Enforce strict protocols around proof of delivery, parcel handling and inventory control.

Qualifications and requirements

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration or a related field.
• 3-5+ years of experience in express delivery, last-mile logistics, e-commerce operations or supply chain management.
• Proven track record in managing large operational teams and multi-site hub operations.
• Proficiency in logistics management systems (WMS/TMS), MS Excel and operational data analytics.
• Strong problem-solving abilities, high stress tolerance in a fast-paced environment and clear stakeholder communication.
• Fluency in English; Hindi/Urdu or Arabic fluency is often preferred depending on the regional market.