Senior Operations Executive - Express

ZAJEL Courier Services; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

ZAJEL Courier Services in Dubai is seeking a Senior Operation Executive responsible for receiving customer applications and processing them according to predefined rules in a timely and accurate manner.

The role includes coordinating consignments, MIS reporting, and ensuring adherence to KPIs while guiding junior team members and maintaining data confidentiality throughout daily operations.

Qualifications

• Demonstrates strong customer service mindset and accuracy in processing
• Ability to manage and guide junior team members
• Maintains data confidentiality and adheres to security guidelines

Responsibilities

• Process customer applications according to predefined rules and regulations
• Ensure timely manifesting of shipments and update system with proof of delivery
• Track undelivered shipments and escalate unresolved issues to supervisor
• Handle consignments: sort, label, scan, and coordinate with couriers
• Maintain records and MIS reports; monitor daily targets and attendance
• Ensure compliance with KPIs from service agreements and quality standards

Skills

Customer service

Attention to detail

Team leadership

Education

High School or bachelor’s degree or equivalent

Job description

Senior Operation Executive

Senior Operation Executive is responsible for receiving customer applications and processing them according to pre-defined rules and regulations in a timely and accurate manner

Responsibilities

• Customer Application Processing
• Ensure timely manifesting of shipments Regulate all Operational activities in the Collection CentersEnsure proof of Delivery is updated on the systemProvides regular operations support by processing all shipments for Zajel customers ensuring all applicable rules and regulations are adhered toEnsure all undelivered shipments are tracked and updated on the systemComplies with pre-defined Key Performance Indicators KPIs derived from the customers service agreement with Zajel to ensure optimum service levels are provided to the customerEscalates all issues unresolved or difficult to handle to the Supervisor
• Consignment handling
• Sort and label all the shipments in a systematic mannerScan inbound and outbound shipmentsDetect and report missing incorrect paperwork undeliverable consignmentCoordinate with Couriers for timely pick- up and delivery of shipmentsTrack Collections against pick upsPrepare daily Collection reportEnsure all deliveries are as per the delivery schedules
• Maintaining Work-Related Records
• Ensures timely updating of work-related metrics such as individual daily target total processed applications attendance daily activities etc in the records provided by the senior or supervisorAdheres to the work-plan provided by the supervisor while undertaking routine processing activities
• Maintains Customer Information Confidentiality
• Ensures customer information security by adhering to strict guidelines for collecting processing and recording information collected from the customer in the course of routine operations
• Team Management
• Provides expertise to new and or junior members in the team to guide them on a day-to-day basis and help them scale up faster
• 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
• 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
• 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

Qualifications

• High School or bachelor s degree or equivalent
• Minimum 2-3 years of experience in a similar environment