Operations Supervisor - Express

Zajel_official; Dubai; On-site; AED 90,000 - 120,000; Full time

Job summary

ZAJEL is seeking an Operation Supervisor to ensure efficient courier operations and quick resolution of customer issues and escalations. You will manage couriers, monitor daily transactions, and implement workflow controls to maintain service levels.

Responsibilities extend to team mentoring, timesheet coordination, MIS reporting, and compliance with policies while driving continuous improvement across processes and quality controls. A hands-on leader with strong organizational skills is ideal.

Qualifications

• 4–6 years of experience in a similar environment
• At least 2 years in a supervisory capacity
• Bachelor’s degree or higher, or equivalent

Responsibilities

• Establish internal guidelines and procedures for operations
• Plan and assign courier routes based on workload
• Resolve customer incidents and handle escalations
• Monitor daily operations and take corrective actions
• Maintain logs and track service delivery
• Monitor team performance and timesheets
• Provide hands-on leadership and mentorship
• Prepare timely MIS statements and reports
• Ensure compliance with quality management and policies
• Promote continuous improvement across processes

Skills

Operations management

Team leadership

Workflow planning

Customer service

Education

Bachelor’s degree or equivalent

Job description

Position Summary

The Operation Supervisor is responsible for ensuring efficient functioning of ZAJEL’s operations by managing couriers as well as resolving customers’ issues, complaints, and escalations.

Responsibility Description

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 route for the couriers as per the load and deliveries 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 applications 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 accident/incident and near-miss.

Responsibility Description Continue.

Team Management

• Monitors new hire progress via reports submitted by Seniors/Executives and basis absenteeism, behavior and knowledge
• Coordinates operational activities related to the team such as monitoring and submitting timesheets, leave regulation etc.
• Mentors’ operations team and providing 'hands-on' technical leadership as required

Self-Development

• Strives to achieve the highest levels of proficiency in all the competencies and skills required to perform the role.
• Identifies the training and development requirements for self and agrees on the manager to ensure that the required trainings are arranged and attended.
• Sets the performance goals in the beginning of the year after discussion with the manager and ensures that the goals are achieved during the course of the year

Responsibility Description Continue..

MIS and Reports

• Prepare timely and accurate MIS statements and reports as required

Policies, Systems, and Procedures

• Provides feedback regularly on the effectiveness and soundness of policies and procedures.
• Ensures that policies and processes fulfil all procedural/legislative requirements while delivering a quality, cost-effective service.
• Understand and embrace the corporate information security framework and perform duties according to the policy, procedures, standards, and guidelines.

Responsibility Description Continue...

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 reduction and productivity improvement.

Academic/ Vocational Qualifications

• High School or bachelor’s degree or equivalent

Work Experience

• Minimum 4-6 years of experience in a similar environment with at least 2 years in a supervisory capacity