Operations Manager (Head of Operations) Job at Patrisan Jozzy Recruitment

• The Operations Manager (Head of Operations) will oversee and coordinate the company’s entire operational framework, ensuring seamless last-mile delivery services in partnership with third-party logistics (3PL) providers.
• The role focuses on managing E-commerce delivery operations, maintaining service quality, resolving operational issues, and leveraging data analysis to optimize performance, reduce costs, and enhance client satisfaction.

• Oversee daily delivery operations in collaboration with 3PL partners.
• Ensure parcels are received, processed, and delivered within agreed timelines and service standards.
• Monitor and evaluate the performance of 3PL partners to ensure compliance with SLA agreements.
• Develop and enforce standard operating procedures (SOPs) for quality service delivery.

• Manage and support hub supervisors, operations staff, and dispatch coordinators.
• Set performance standards, conduct regular reviews, and provide feedback for continuous improvement.
• Provide training and guidance to staff on operational processes and customer service.

• Serve as the primary point of contact for the company on all operational matters.
• Manage day-to-day communication and relationship and address delivery issues promptly.
• Coordinate with 3PL providers to ensure they meet company’s service expectations.
• Escalate and resolve complaints or challenges that could affect client satisfaction.

• Collect and analyze data on parcel volumes, delivery times, failed deliveries, and customer feedback.
• Track and measure key KPIs such as on-time delivery rate, success rate, incident rate, and partner performance.
• Generate and present detailed reports and dashboards to management highlighting trends, risks, and improvement opportunities.
• Use data-driven insights to recommend process adjustments that improve efficiency and reduce cost.

• Ensure adherence to regulatory standards and client-specific requirements.
• Monitor parcel security and handling procedures to prevent loss, tampering, or theft.
• Coordinate with security agencies and partners when required to ensure safe delivery operations.

• Manage operational budgets related to partner payments, hub running costs, and other delivery expenses.
• Negotiate with 3PL partners to secure cost-effective and reliable service.
• Optimize resource allocation through effective partner and route planning.

• Bachelor’s degree in Business Administration, Logistics, Supply Chain, Data Analytics, or related field (Master’s degree is an advantage).
• Minimum of 7–10 years of experience in operations management, preferably within courier, logistics, or e-commerce.
• Proven experience managing 3PL partners and client-facing operations.
• Strong data analysis skills (Excel, Power BI, SQL, or other analytics tools).
• Excellent problem-solving and negotiation skills.
• Strong leadership and people management ability.
• Exceptional communication and client relationship management skills.

Jobgurus