Operation Manager
Info Fort Egypt
Total years of experience :33 years, 10 Months
Managing Operations team of 200+ employees to support the 2 main streams ( PRM & ERM ) of services provided for a variety of over 450 customers representing different types of industries ( Financial & Banking, HR, Insurance, Oil & Gas, Automotive, Pharmaceutical, Transportation, Supply Chain, Telecommunication, FMCC, …. Etc ).
Utilizing the capabilities/resources of state of art 25, 000sqm mega facility ranked number 1 in the Middle east and Africa to uphold the standards of the industry not only to its highest level but also are developed to help a fast growing markets that need enhanced solutions for their records management .
Maintaining the highest levels of Quality and Safety & Security to support the ongoing / changing processes and procedures mainly through nonstop internal, regional, customers, governmental, and official audits.
Support, Coach, and Develop a team of 15+ supervisors & team leaders so they are capable to manage their functions and team meet the dynamic targets that need to be achieved.
Focusing on cost streams insure that they are monitored, disciplined and rationalized.
• Work closely with the unit manager(s) to ensure successful implementation of internal / external operational projects.
• Work closely with the operations management team to identify, develop and priorities initiatives that will improve the quality of service to InfoFort customers.
• Develop and implement strategies and procedures that will insure that all operational major tasks as ( but not limited to ); cost efficiency, work load distribution, adequate resources.
• Align training to needs. Staff training and skills to meet both individual job requirements and business performance needs to tackle gaps in performance.
• Lead improvement programs through training through training or project related management.
Responsible for updating the Express Logistics Center ( ELC ) stock materials through different inventory systems, in order to ensure stock accuracy in the ELC and to provide service to the ELC customers, respecting delivery deadlines and internal procedures, and in compliance to all customs regulations.
Responsibilities:
• Manage, Lead, Train, Develop, Build the ELC teams ( Operation and warehousing ) .
• Extended management team member & report directly to Egypt Express Logistics Manager .
• Ensure that all data relevant to an inbound and/or outbound orders are received in a manner that will enable them to be processed and recorded in the appropriate system fields.
• To update customer inventory systems as per work instructions and maintained current.
• To escalate to the line manager any service failures caused by subcontractors or other DHL entities.
• Ensure that any discrepancies ( quality/quantity ) are highlighted correctly and in a timely manner reported to the customer and/or internal customer services and ELC management team.
• Uphold ISO 9002 & 14001 procedures within ELC as per policy to ensure compliance.
• Ensure all DHL quality standards & policies are met.
• Take responsibility for personnel, providing leadership and ensuring continuous coaching.
• To provide the fastest, most reliable & secure door-to-door express pick-up and delivery service.
Responsibilities:
• Implement and uphold DHL’s Security Policy.
• Mange & develop a team of 25 Security officers 24/7.
• Upgrade and maintain the industrial safety policies and procedures in all DHL facilities.
Major achievements:
• Passing the regional security annual audit during August 2007
• Implementing security and industrial safety policies for ALX new facility.
• Upgrading the industrial safety system in Cairo airport facility and gateway facility.
• Reintroducing the Security Incident Database ( SID ) application .
Handling and supervising all Ground Operation Processes aspects; ensure that the distribution (pick-up and delivery) of consignments to and from all clients within service centre boundaries is carried out as per cut offs, network control and transit times thus maintaining DHL’s service standards. also accountable to control costs within budgetary constraints and have a thorough understanding of the shipment process flow and to manage all shipment processing operations within the facility efficiently.
Responsibilities:
• Motivate, train, coach and support new and existing employees to ensure that they are developed to their maximum individual and collective skills to achieve optimum levels of service to our customers.
• Plan staff schedules, rosters, leave in conjunction with the Ground Operations Manager to ensure efficient coverage of all routes and maintaining our service levels to customers.
• Deputize effectively for the Ground Operations Manager as required and ensure the smooth functioning and security of the station and that all performance indicators are met.
• Evaluate the service offering, staffing, processes and procedures and recommend action steps to the Ground Operations Manager to drive continuous improvement and enhance efficiency and productivity of staff and resources.
• Ensure that the service centre, vehicles and capital equipment are kept secured neat and tidy to project a professional image of DHL. Ensure that staff is well groomed and attired as per DHL dress code and are presentable at all times.
• Submit and evaluate daily reports on all station KPI’s and highlight any problems so that corrective action is taken promptly to prevent re-occurrences.
• In keeping with cost management and budget controls, ensure that supplies for the Service Centre are maintained at a satisfactory level and used effectively, OT is kept to a minimum and temporary manpower is hired only when necessary and after approval of the Ground Operations Manager.
• Ensure all shipment processing operations are carried out in an efficient and timely manner and all outbound material captures all critical check points and achieves best possible transit times.
• Ensure that all staff are aware of and comply with the ground operation ISO procedures as outlined in the manual and safe working practices are implemented both within and outside the workplace.
• Ensure that all shipments entering and departing the service centre are data captured and all checkpoints adhere to THP standards so that 100% accurate and timely data is available to the network.
• Liaise with Country Services Manager, Ground Operations Manager, other Service Centre Managers, Sales Staff and IT for support when necessary to ensure that all issues are resolved promptly with minimal disruption to service.
• Carry out the 12 monthly appraisal process for all staff and identify areas of development and action plans in conjunction with Ground Operations Manager so that staff are 100% effective and productive in their role.
• Manage and monitor the counter agents and ensure that undeliverable, tracing and other Customer Service functions at the Service Centre are actioned promptly in keeping with standards.
• Meet or exceed the current THP Standards relating to Inbound and Outbound Shipment Processing, Undeliverable, Pick-Up, and Delivery.
• Ensure that all outbound shipments have the correct paperwork and outbound schedules are met and that all material is made available to exports to meet advertised transit times during all shifts. Ensure 100% and accurate data entry and imaging is completed to enable the correct billing and export procedures.
• Drive couriers to promote and sell value added services like TDD, Import Express, Insurance and participate actively in the Sales lead incentive programme thus helping towards company revenue.
• Adhere to work timings, policies and procedures of the company, housekeeping guidelines