Who are we?
Delivering a smarter courier experience since 2008.
At ZAJEL, we’re on a mission to be the courier company that goes beyond distance and destination to offer business transformation, reliable global services, and flexible, agile solutions.
Our journey started in 2008. Fast-forward to now and we’ve matured to become one of the fastest-growing courier and logistics companies in the UAE. We’ve reached this position thanks to a mix of industry-leading expertise and an unwavering commitment to offering our customers a superior experience day after day.
At the heart of this sits our people, a team of industry experts and innovators who use smart, cutting-edge technologies and our diverse, top-of-the-range shipping fleet to supply convenient, cost-effective services to customers across domestic, international, and government sectors.
We’re also proud to offer a growing range of reliable services for large enterprises and SMEs, covering immigration, ID Cards, Customs declarations, mailroom management, legal documents, banking, and e-commerce.
Who are we looking for?
The Operation Supervisor is responsible for ensuring the efficient functioning of ZAJEL’s operations by managing couriers as well as resolving customers’ issues, complaints, and escalations.
Workflow Management
- Establishes internal guidelines and procedures for the operations department to ensure high performance from the department
- Implements adequate workflow systems, monitoring mechanisms, and control mechanisms to ensure the expected service levels are delivered
- Plans and assigns routes for the couriers as per the load and delivery value
- Handles customers’ incidents and complaints related to his/her team and handles escalations if any
- Monitors the daily operational transactions, checks pending deliveries and pickups, and takes corrective action accordingly
- Modifies department work plans according to changes in operations such as leave, holiday, or a heavy workload
Managing Operations
- Monitors the progress of all operation activities on an ongoing basis
- Maintain logs to track the services of the department
- Oversee the total applications processed and calculate the daily target of the couriers
- Backlog applications to be allocated and distributed well in the process of achieving targets on completion of the targets
- Reports system and application errors by creating error snapshots or reports
- Facilitates resolution of these errors by coordinating with the relevant business units and providing inputs
- Monitoring and proper investigation and closure of courier-related accidents/incidents and near-miss.
Team Management
- Monitors new hire progress via reports submitted by Seniors/Executives and based on absenteeism, behavior, and knowledge
- Coordinates operational activities related to the team, such as monitoring and submitting timesheets, regulating leave, etc.
- Mentors operations team and provided 'hands-on' technical leadership as required
Policies, Systems, Processes, and Procedures
- Recommends, develops, and implements operational plans and policies to support near-term performance targets as well as long-term strategic business objectives
- Ensures that policies and processes fulfill all procedural/legislative requirements while delivering a quality, cost-effective service
Quality Management and Continuous Improvement
- Ensures compliance with all relevant quality management procedures and controls to guarantee compliance and delivery of high-quality service
- Stimulates and contributes to the identification of opportunities for continuous improvement of systems, processes, and practices considering best practices, improvement of business processes, cost reductio,n and productivity improvement
MIS and Reports
- Creates daily reports for all services rendered by the operations department and ensures that all services are updated in the system
- Prepares timely and accurate MIS statements and reports as required
Qualifications/Education:
- Bachelor's degree in industrial engineering or Supply Chain Management
- Minimum 4-6 years of experience in a similar environment with at least 2 years in a supervisory capacity. Freshers who are a graduate of Industrial Engineering are also encouraged to apply.
- Strong analytical skills with a solid understanding of data analysis and report interpretation.
- Confident, adaptable, and capable of thriving in a dynamic, fast-paced, and multicultural environment.
