Head Of Operations
Delivery Hero
Total years of experience :14 years, 4 Months
• Identify, evaluate, negotiate, and manage strategic fleet partnerships and driver development
• Pricing strategies, Contract Renewals & Business negotiations for Own Logistics
• Report/Process automation - to making sure all Rider/Logistics/Operations reports are created and automatically scheduled Daily/weekly/monthly to TL / AM’s & Supplier. It includes utilizing existing tools like Tableau, Powe BI, ExcelPivot, GoogleSheets, Data studio, Excel Macro through automation and reduce time.
• Create/Reviews daily, weekly, and monthly service levels/metrics. Provides recommendations and implementation of quality improvement methods
• Analyzing Hourly and Overall CPO reports to control Logistics Cost
• Establish and monitor delivery routes and Area / zone configuration
• Create Daily, Weekly, Monthly and Quarterly KPI performance management system to drive and measure the operational efficiency and customer satisfaction
• Optimize operations by identifying key areas of improvement by actively engaging with Logistics team
• Provided technical and operational expertise in policies and procedures.
• Responsible for staffing, hiring, terminations, performance appraisals and promotions
• Oversaw 100% compliance of meeting SLA's and KPI's in accordance with Carriage services
• Heading a team of 30+ and Massive Own Fleet to drive the best service levels and highest rider satisfaction scores consistently amongst Carriage MENE markets, while constantly pushing the bar and industry standards for delivery riders and their third-party employers
• Leading team to manage the operational impact of COVID-19 swiftly and effectively; this ranged from fleet-wide PPE provision and usage enforcement, introduction of new delivery practices over and above health authority advice and thorough management of riders under lockdown and quarantine
• Proven track record of working cross-functionally to meet critical deadlines and resolve issues
• Provided Support, strategy and direction, and take the lead in developing best practices in all operational aspects of the organization
• Reviews daily, weekly and monthly service levels/metrics. Provides recommendations and implementation of quality improvement methods
• Establish and monitor delivery routes and Area Zoning in Qatar.
• Direct activities related to dispatching, routing, and tracking vehicles
• Plan, organize and manage the work of subordinate staff to ensure that the work is accomplished in a manner consistent with organizational requirements.
• Developed and implemented guidelines for training new service team members while providing refresher for current staff.
• Create Daily, Weekly, Monthly and Quarterly KPI performance management system to drive and measure the operational efficiency and customer satisfaction
• Supervise planning and implementation of operations improvement, process design and projects in market with both a focus on the present and future models
• Direct investigations to verify and resolve customer complaints
•Involved in and make recommendations in hiring and terminations
•Monthly safety training of Riders/delivery department. Accident investigation.
• Worked closely with management to implement new policy
• Make and advise recommendations to Human Resources Department, through the Head of Departments, on training, annual leave or off-days, scheduling, reprimanding, hiring, and termination of recalcitrant employees
• Develop, maintain and ensure adherence to disciplinary procedures and riders orientation program
• Balance the needs of staff and Riders simultaneously in a fast-paced environment.
Responsible for all task associated with the city delivery operation to ensure it is handled timely and accurately by all Riders and Staff
• Responsible for operations ground safety
Transport Logistics, Cargo Freight Logistics, Logistic operations.
