Operations Supervisor

Our journey started as Hala Express in 1993 with 150 vehicles. NAQEL Express, as an entity, is a joint venture between Saudi Post and Hala Express, formed in 2005.Our journey reached a new milestone in 2022 when Saudi Post (SPL) fully acquired NAQEL Express in line with the national Industry Development and Logistics Program of Vision 2030.About the RoleNAQEL Express is seeking an experienced, hands-on Operations Supervisor – E-commerce & Courier Logistics to lead daily hub and last-mile operations in Dubai. In this role, you will oversee inbound/outbound processing, dispatch scheduling, courier route compliance, and Cash-on-Delivery (COD) reconciliation to ensure strict SLA adherence and exceptional delivery performance across the UAE. Key Responsibilities Operational Planning & Execution: Plan daily resource allocation, shift schedules, and volume handling to meet customer SLAs and operational KPIs. Inbound & Outbound Management: Supervise sorting, line-haul offloading, bagging, and dispatch operations, ensuring 100% scanning accuracy and SOP compliance. Last-Mile Delivery Oversight: Monitor daily courier run-sheets, route optimization, first-attempt delivery rates (FADR), and return-to-origin (RTO) processing. Cash & COD Reconciliation: Oversee daily driver cash remittances, reconcile Cash-on-Delivery collections with finance teams, and prevent revenue leakage. Team Leadership: Supervise, train, and evaluate dispatchers, couriers, and warehouse handling staff to drive operational productivity and safety. Exception & Escalation Handling: Investigate and resolve stuck shipments, delivery exceptions, missed SLAs, and customer escalations in coordination with customer care. Facility & 5S Standards: Maintain 5S housekeeping, warehouse safety, and security protocols across the processing floor.Qualifications & Requirements Experience: 3+ years of operational supervision in last-mile courier, 3PL express, or e-commerce logistics in the UAE.Systems Proficiency: Strong working knowledge of Warehouse Management Systems (WMS), Transportation Management Systems (TMS), courier barcode scanning workflows, and advanced MS Excel. Financial Acumen: Direct experience managing high-volume Cash-on-Delivery (COD) reconciliation and driver collections. Leadership Skills: Proven ability to manage large teams of couriers, dispatchers, and sorting assistants in a fast-paced environment. Communication: Fluency in English (verbal and written); Arabic or Hindi/Urdu is an added advantage. Market Knowledge: In-depth familiarity with UAE routing, express courier regulations, and e-commerce peak season dynamics.