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Job Description: We are recruiting! Our client in Lusaka is looking for an Operations Manager to join their team for a job vacancy within the logistics industry. To apply, or for more information, follow the link below. JOB DESCRIPTION Operations Manager We are looking for an experienced and highly organised Operations Manager to manage the day-to-day delivery operations for our company. The role will oversee Delivery Supervisors and a fleet of approximately 50 riders, ensuring efficient rider deployment, timely deliveries, strong operational discipline, and high customer service standards. The ideal candidate must have proven experience in delivery, logistics, fleet, or last-mile operations, with strong leadership, communication, reporting, and problem-solving skills. Key Responsibilities 1. Delivery Operations Manage the company’s daily delivery operations across all participating stores and delivery zones. Manage and coordinate approximately 50+ riders through Delivery Supervisors. Ensure efficient rider allocation based on order volumes, locations, and peak periods. Monitor delivery times, pickup times, completion times, and SLA performance. Identify operational bottlenecks and take corrective action. Ensure adequate rider coverage during peak periods. Continuously improving delivery efficiency and customer experience. 2. Team & Rider Management Directly manage and provide leadership to Delivery Supervisors. Ensure Supervisors effectively manage their assigned riders and zones. Monitor rider attendance, punctuality, productivity, conduct, and compliance. Set clear KPIs and performance expectations for Supervisors and riders. Address performance and disciplinary issues promptly. Ensure proper onboarding and operational training for new riders. Build a disciplined, accountable, and performance-driven delivery team. 3. Fleet & Resource Management Manage rider allocation across stores and delivery zones. Monitor rider productivity, utilisation, and availability. Coordinate floating riders and resources based on demand. Identify underutilised or overloaded locations and make appropriate adjustments. Ensure riders have required bikes, delivery bags, and operational equipment. Escalate and resolve recurring fleet and rider-related issues. 4. Reporting & Performance Management Prepare accurate daily, weekly, and monthly delivery performance reports. Monitor total deliveries, average delivery time, SLA compliance, rider productivity, delayed and cancelled orders, customer complaints, store waiting times, and rider attendance. Analyse performance trends and identify problem areas. Provide management with clear reporting, explanations, and corrective actions. Ensure reports are accurate and submitted on time. 5. Store & Stakeholder Coordination Maintain strong communication with stores and management teams. Work with stores to resolve delivery-related delays and operational issues. Ensure stores follow required procedures for handing orders to riders. Coordinate with the organisation, customer service, finance & management teams. Escalate recurring operational issues and ensure timely resolution. 6. Customer Experience & Process Improvement Ensure customers receive orders accurately and within the promised delivery time. Investigate delayed, failed, cancelled, or problematic deliveries. Monitor customer complaints and implement corrective measures. Review delivery processes to improve efficiency and reduce delays and unnecessary costs. Use operational data to improve rider allocation, dispatching, and fleet capacity planning. Required Qualifications & Experience Bachelor’s degree in Business Administration, Logistics, Supply Chain, Operations Management, Transport Management, or a related field. Minimum 5 years of relevant experience in delivery operations, logistics, fleet management, or last-mile delivery. Proven experience managing a delivery fleet of at least 30-50 riders is strongly preferred. Previous experience managing Supervisors or Team Leaders is essential. Experience in food delivery, e-commerce, courier, or last-mile delivery is highly preferable. Experience with delivery management, dispatch, GPS/tracking, or fleet management. Strong understanding of delivery SLAs, rider productivity, dispatching, route management. Required Skills Strong leadership and people-management skills. Excellent verbal and written communication. Strong analytical and problem-solving abilities. Advanced Microsoft Excel and reporting skills. Ability to analyse operational data and make data-driven decisions. Strong understanding of last-mile delivery operations. Ability to manage multiple locations and delivery zones simultaneously. Ability to work under pressure and make quick operational decisions. Strong organisational skills and attention to detail. Key Performance Indicators Delivery SLA compliance Average delivery time Rider productivity and utilisation Rider attendance and availability Delivery success and cancellation rates Customer complaints Store waiting time Fleet coverage during peak periods Operational cost efficiency Accuracy and timeliness of reporting Delivery Supervisor performance Overall customer delivery experience Personal Attributes Highly organised, disciplined, and accountable. Results-oriented and proactive. Confident in managing large teams. Calm and effective under pressure. Strong communicator and problem solver. Firm but fair when managing people. Customer-focused and operationally driven. Willing to work flexible hours, including evenings and weekends, when operational requirements demand it. Reporting Structure Reports to: Senior Management / Head of Operations Direct Reports: Delivery Supervisors Indirect Team: Approximately 50 Delivery Riders Role Objective The primary objective of the Operations Manager is to ensure that the company’s delivery operation is reliable, efficient, scalable, and customer-focused. The role is accountable for rider and Supervisor performance, delivery SLAs, fleet utilisation, operational discipline, and providing management with accurate and actionable reporting. All candidates are required to obtain their ZAQA certification from t he Zambia Qualifications Authority (ZAQA)
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