Operations Leader

About the role

We are looking for an Operations Leader to ensure the operations department runs efficiently and delivers the highest level of customer satisfaction, supporting the company’s growth strategy. The role combines customer‑facing SLA management, team leadership, and continuous improvement of logistics processes.

Key responsibilities

• Create and adapt Service Level Agreements to meet client requirements and ensure on‑time delivery.
• Report service failures and any information that could affect the company’s brand to the country manager.
• Strengthen coordination between operations and sales, set KPIs and conduct annual reviews for direct reports.
• Mentor, coach and train the operations team on new systems, tools and policies.
• Develop and maintain business continuity and recovery plans for express, domestic and ground operations.
• Lead improvement projects to increase courier delivery/pickup productivity by 30% and maintain scanner performance at 90%.
• Ensure compliance with HSSE, quality, and sustainability standards and manage relationships with local authorities and airlines.
• Oversee operating expenses, monitor stock levels and ensure data accuracy for shipment information.

Required profile

• Minimum 5 years of experience managing teams of 30 + members, including outsourced staff.
• Bachelor’s degree in Logistics, Supply Chain or a related field.
• Experience in line‑haul, inbound/outbound or ground operations and/or warehouse management.
• Professional certification in Six Sigma or Lean is preferred.
• Strong knowledge of Root Cause Analysis and ability to drive corrective actions.
• Proven ability to develop and enforce Standard Operating Procedures.

Required skills

• Six Sigma methodology.
• Lean process improvement.
• Root Cause Analysis (RCA).
• Standard Operating Procedures (SOP) management.