Director of Operational Excellence at Precision Recruitment

Responsabilités

Job Description: We are recruiting! Our client based in Lusaka is seeking a highly capable Operations Manager to fill a critical role within their logistics organization. For further details or to submit your application, please refer to the link provided below. JOB DESCRIPTION Operations Manager We seek an accomplished and meticulously organized Operations Manager to oversee the company’s daily delivery operations. This position will involve supervising Delivery Supervisors and a fleet of roughly 50 riders, with responsibilities including optimizing rider deployment, ensuring punctual deliveries, upholding operational discipline, and maintaining exceptional customer service standards. The successful applicant should demonstrate extensive hands-on experience in delivery, logistics, fleet, or last-mile operations, alongside exceptional leadership, communication, reporting, and problem-solving capabilities. Key Responsibilities 1. Delivery Operations Oversee the organization’s routine delivery activities spanning all affiliated retail locations and designated delivery regions. Oversee the organization and coordination of a team of more than 50 riders, facilitated through designated Delivery Supervisors. Efficient rider allocation must be ensured by carefully considering order volumes, geographical locations, and peak periods to optimize delivery performance. Track and evaluate delivery, pickup, and completion schedules alongside SLA performance metrics to ensure adherence to defined standards and timelines. Analyze processes to pinpoint inefficiencies or obstacles that impede workflow, then implement precise interventions to resolve these issues and enhance overall operational efficiency. Maintain sufficient rider availability to meet demand during high-traffic periods. To consistently enhance delivery efficiency and elevate the overall customer experience. We are seeking a skilled professional to oversee and coordinate team dynamics and rider performance. This role involves managing a group of athletes, ensuring their development, and fostering a collaborative environment. Responsibilities include developing training programs, monitoring progress, and addressing any performance-related concerns. Additionally, the position requires strong interpersonal skills to maintain effective communication and motivation among team members. Ideal candidates will have experience in sports management or a related field, with a proven ability to lead and inspire both individuals and groups. Provide direct leadership and management oversight to Delivery Supervisors. Professionally trained Supervisors must oversee the performance and coordination of their designated riders and geographic territories. Oversee rider attendance, timeliness, productivity, behavior, and adherence to established protocols. Establish measurable key performance indicators (KPIs) and performance benchmarks for both Supervisors and riders to ensure alignment with organizational objectives. Handle performance and disciplinary matters in a timely and effective manner. Deliver comprehensive onboarding and operational training programs to new riders. Develop and lead a high-performance delivery team characterized by discipline, accountability, and a relentless focus on results. Fleet and Resource Management This position is responsible for overseeing the efficient allocation, utilization, and maintenance of a company’s fleet vehicles and related resources. Key duties include monitoring vehicle performance, scheduling maintenance, managing fuel consumption, and ensuring compliance with transportation regulations. The role also involves optimizing resource distribution to enhance operational productivity while controlling costs. Additionally, the incumbent will track fleet metrics, analyze usage data, and implement strategies to improve overall efficiency and sustainability. Strong analytical skills, attention to detail, and proficiency in fleet management software are essential for success in this role. Oversee the distribution of riders to various stores and delivery zones. Track and evaluate rider performance metrics, including productivity levels, utilization rates, and overall availability. To allocate floating staff and resources dynamically in response to fluctuating demand patterns. Evaluate locations to determine inefficiencies and take corrective measures to ensure optimal resource allocation. Verify that riders are equipped with the necessary bicycles, delivery bags, and functioning gear. Escalate and resolve persistent fleet and rider-related issues in a timely and effective manner. Performance monitoring and reporting, including the tracking and analysis of key performance indicators (KPIs), as well as the preparation of performance reports and dashboards, are essential responsibilities of this role. Additionally, the position involves establishing performance benchmarks, conducting regular performance reviews, and ensuring alignment with organizational goals. Strong analytical skills, attention to detail, and proficiency in data visualization tools are required to excel in this position. Compile precise daily, weekly, and monthly delivery performance reports. Monitor key performance metrics, including total delivery volumes, average delivery durations, adherence to service level agreements (SLAs), rider efficiency, instances of order delays or cancellations, customer feedback, store queue times, and rider punctuality. Identify and evaluate performance trends to pinpoint areas requiring improvement. Prepare detailed reports, analyses, and actionable recommendations for management to facilitate informed decision-making. Offer transparent explanations of relevant data and processes, and propose effective corrective measures as needed. Verify that all reports are precise and delivered punctually. Store & Stakeholder Coordination This role involves managing and aligning relationships with key stakeholders, including suppliers, partners, and internal teams. Responsibilities include overseeing collaborative initiatives, ensuring seamless communication, and maintaining strong partnerships to support operational goals. The position requires strong interpersonal skills, the ability to negotiate effectively, and a proactive approach to resolving conflicts. Additionally, it demands meticulous planning and organization to coordinate store activities in alignment with broader business objectives. Facilitate clear and consistent communication channels between stores and management teams to ensure alignment and operational cohesion. Collaborate with retail locations to address and rectify any delivery disruptions or operational challenges. Your role involves verifying that all stores adhere to established protocols when processing orders for delivery personnel. Liaise collaboratively with organizational departments, including customer service, finance, and management teams, to ensure seamless integration of operations and alignment with strategic objectives. Proactively identify and elevate recurring operational issues to senior management, facilitating prompt and effective resolution. Customer Experience & Process Improvement We are seeking a dedicated professional to enhance customer interactions and refine operational processes. The ideal candidate will have a proven track record of analyzing customer feedback, identifying pain points, and implementing data-driven solutions to elevate satisfaction levels. Strong analytical skills, along with proficiency in process mapping and workflow optimization, are essential. Additionally, experience with customer relationship management (CRM) systems and a commitment to continuous improvement are required. The role involves collaborating with cross-functional teams to streamline operations, reduce inefficiencies, and ultimately drive customer loyalty and business growth. Verify that customers receive their orders correctly and within the agreed-upon delivery window. Examine instances of delayed, unsuccessful, canceled, or substandard deliveries to identify underlying issues and discrepancies. Oversee customer complaints and institute corrective actions to address issues promptly and effectively. Conduct an analysis of current delivery processes with the objective of enhancing operational efficiency, minimizing delays, and eliminating superfluous costs. Leverage operational data to optimize rider allocation, enhance dispatching efficiency, and refine fleet capacity planning strategies. Required Qualifications & Experience A Bachelor’s degree in Business Administration, Logistics, Supply Chain, Operations Management, Transport Management, or a related discipline is required. With a minimum of five years of hands-on experience in delivery operations, logistics, fleet management, or last-mile delivery, the ideal candidate will bring a wealth of practical expertise to the role. Preferred candidates will have a demonstrated track record of successfully overseeing a delivery fleet consisting of 30 to 50 riders. Essential is prior experience in supervising Supervisors or Team Leaders. Individuals with prior involvement in food delivery, e-commerce logistics, courier services, or last-mile delivery operations are strongly preferred. Proven experience in delivery management, dispatch operations, GPS tracking systems, or fleet management solutions is required. Experienced in adhering to delivery service level agreements (SLAs), optimizing rider productivity, managing dispatching operations, and overseeing efficient route management. Required Skills Exceptional ability to lead and manage teams effectively. Proven proficiency in both verbal and written communication is essential. Demonstrates exceptional proficiency in analytical reasoning and problem-solving. Proficient in Microsoft Excel and the creation of comprehensive reports. Demonstrates proficiency in evaluating operational data to inform strategic, evidence-based decision-making processes. Proven expertise in end-to-end last-mile logistics and delivery execution. Proven capability to oversee and coordinate multiple sites and delivery zones concurrently. Demonstrates strong composure and the capacity to make prompt operational judgments in high-pressure situations. Demonstrated ability to maintain meticulous organization and precision in all tasks. Key Performance Indicators Delivery SLA compliance Average delivery time Rider productivity and utilisation Rider attendance and availability Ensuring successful delivery and minimizing cancellation rates are key objectives for this role. The position requires a focus on optimizing logistics operations to achieve high delivery success while reducing instances of order cancellations. Responsibilities include monitoring performance metrics, identifying trends, and implementing strategies to enhance efficiency and customer satisfaction. Strong analytical skills and attention to detail are essential to meet these targets effectively. Customer complaints Store waiting time During periods of high demand, ensuring comprehensive fleet coverage is essential. This involves strategically allocating vehicles and personnel to meet operational needs effectively. By maintaining optimal fleet availability, we can uphold service quality and customer satisfaction even under increased workloads. Operational cost efficiency We require meticulous attention to detail and the ability to deliver reports promptly to ensure precision and efficiency in all data-driven tasks. Delivery Supervisor performance Overall customer delivery experience Personal Attributes Demonstrates exceptional organizational skills, self-discipline, and a high level of accountability. Results-oriented and proactive. Demonstrates strong leadership capabilities in overseeing and directing large-scale teams effectively. Remains composed and performs efficiently in high-pressure situations. Accomplished communicator with a talent for articulating ideas clearly and fostering collaboration. Adept at identifying challenges and developing innovative solutions to drive progress and resolve obstacles efficiently. Skilled at balancing firmness and fairness in leadership, adept at managing teams with a consistent yet equitable approach. Customer-focused and operationally driven. Capable of accommodating variable schedules, encompassing evenings and weekends, as dictated by business operational needs. Reporting Structure Reports directly to Senior Management and the Head of Operations. Direct Reports: Delivery Supervisors Indirect Team: The position involves collaborating with a team of roughly 50 delivery riders. Role Objective The Operations Manager is tasked with upholding the reliability, efficiency, scalability, and customer-centricity of the company’s delivery operations. This position holds responsibility for overseeing rider and Supervisor performance, maintaining delivery service level agreements (SLAs), optimizing fleet utilization, enforcing operational discipline, and delivering precise, insightful reporting to management. All candidates must successfully complete the ZARA certification process to be considered for this role. The Zambia Qualifications Authority (ZARA) is tasked with overseeing the national qualifications’ framework, ensuring alignment with educational standards and promoting quality assurance in academic and vocational training. Its responsibilities include evaluating and accrediting qualifications, collaborating with educational institutions, and advising the government on policies related to skills development and workforce readiness. The authority plays a pivotal role in enhancing the recognition of Zambian qualifications both locally and internationally, thereby supporting mobility and employability within the education and labor sectors. Sharing is Care. Click the icons below to share.

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