Operations Manager

About the CompanyAt ZAJEL, we pride ourselves on delivering tomorrow’s innovation today. Our mission is to redefine logistics through cutting-edge technology, reliable global solutions, and a customer-first approach. Since our journey began in 2008, we have grown to become one of the UAE’s fastest-growing logistics companies, trusted by enterprises, SMEs, and individuals alike.We specialize in express courier, freight, special projects, and government services, delivering tailored, cost-effective solutions—from domestic and international logistics to sector-specific expertise—empowering businesses to thrive efficiently at every step.As a proud member of the International Chamber of Digital Economy (ICDE), we stay ahead of industry trends, driving forward-thinking solutions that go beyond boundaries.By combining trust, innovation, and advanced systems, we are committed to creating a smarter, more connected logistics future for our customers—delivering excellence, everywhere.Not specified.About the RoleThe Manager, Operation – Express is responsible for ensuring efficient functioning of the ZAJEL’s operations by planning, managing couriers as well as resolving customers’ issues, complaints, and escalations.ResponsibilitiesWorkflow ManagementEstablishes internal guidelines and procedures for the operations department to ensure high performance from the departmentImplements adequate workflow systems, monitoring mechanisms, and control mechanisms to ensure the expected service levels are deliveredPlans and assigns route for the couriers as per the load and deliveries valueHandles customers’ incidents and complaints related to his/her team and handles escalations if anyMonitors the daily operational transactions, checks pending deliveries and pickups and takes corrective action accordinglyMonitors transit time performance against actual performance targetsModifies department work plans according to changes in operations such as leave, holiday, or a heavy workloadLiaisons with Other Business Units Interacts with various business units (Call Center, Customer Service, Operations, Fleet and Logistics & Cargo) to plan and execute client requirementsTeam Management and ResourcingOversees all aspects of recruiting, training and continually developing a highly competent and motivated team of operations team members, including strategic plans to ensure staffing is appropriate at all timesLeads these processes effectively – sets individual objectives, recruits qualified staff, manages performance, develops and motivates staff, providing formal and informal feedback / appraisal in order to maximize subordinate and functional performanceCoordinates operational activities related to the team such as monitoring and submitting timesheets, leave regulation etc.Mentors operations team and provides 'hands-on' technical leadership as requiredQualificationsBachelor's degree in Industrial Engineering or a related field.7-10 years of experience in an Operations Manager role.Proven experience within the logistics and supply chain industry.Strong knowledge of operational planning, process improvement, warehouse management, transportation, and supply chain optimization.Experience managing teams, KPIs, budgets, and operational performance.Proficient in data analysis, reporting, and continuous improvement methodologies such as Lean and Six Sigma.Excellent leadership, communication, and stakeholder management skills.