About Wanza Express

Our Sister Company Wanza Express is a leading logistics and courier service provider in Ethiopia, dedicated to delivering fast, reliable, and innovative solutions for our customers. We pride ourselves on our commitment to excellence and our ability to adapt to the evolving needs of the logistics industry.

Job Summary

We are seeking an experienced Operations Manager to lead our logistics operations across Ethiopia. The ideal candidate will possess a robust background in logistics and supply chain management, combined with a commitment to operational excellence. In this role, you will be responsible for managing daily operations, optimizing processes, and ensuring that all deliveries consistently meet the highest standards of quality and efficiency. Your expertise will be crucial in driving our express courier services to deliver outstanding results.

Reporting directly to the General Manager (GM), you will oversee the overall operational management and performance of our courier services. This includes handling customer interactions for pick-up and delivery, ensuring exceptional service delivery, and developing comprehensive policies, procedures, and manuals to enhance operational effectiveness. If you are passionate about logistics and ready to make a significant impact in a dynamic environment, we invite you to join our team at Wanza Express!

Key Responsibilities

• Oversee and manage all logistics and operations activities, ensuring timely and efficient service delivery.
• Lead, mentor, and develop logistics personnel, fostering teamwork and accountability.
• Identify areas for process optimization and implement best practices to enhance operational efficiency.
• Ensure exceptional customer service by addressing inquiries and resolving issues promptly.
• Develop and manage budgets, ensuring compliance with financial targets and resource allocation.
• Establish, track, and report on key performance indicators (KPIs) to assess operational performance.
• Ensure compliance with local regulations and company policies in all operational aspects.
• Collaborate with other departments to support overall business objectives.
• Prepare, revise, and submit departmental reports, budgets, and documentation as required.
• Train and develop staff on industry best practices and company SOPs.

Detailed Job description

1: Ensure Efficient Operations Management

1. Achieve on-time delivery rate by managing logistics and coordinating all operations activities.
2. Implement standard operating procedures (SOPs) that reduce operational costs
3. Oversee day-to-day express operations, ensuring compliance with established service standards.
4. Develop and implement courier policies and manuals to streamline operations.
5. Ensure all pick-ups and deliveries are performed on time and documentation is accurate.

2: Foster Team Development and Leadership

1. Conduct quarterly training sessions to improve team members’ skills and knowledge of industry best practices.
2. Achieve an employee satisfaction in annual surveys through effective leadership and mentorship.
3. Implement a performance evaluation system to assess and enhance staff productivity and accountability.
4. Cultivate a culture of teamwork and collaboration, with a minimum of 3 team-building activities per year.
5. Ensure that all team members are cross-trained in at least two operational functions to enhance flexibility.

3: Enhance Customer Service Experience

1. Achieve a customer satisfaction score by responding to inquiries and complaints within 24 hours.
2. Establish and maintain effective relationships with at least 10 key clients to gain their trust and respect.
3. Monitor and evaluate service levels to ensure that customer expectations are consistently met or exceeded.
4. Implement a customer feedback system to gather insights and improve service delivery.
5. Resolve customer complaints on the first contact.

4: Optimize Financial Performance and Budget Management

1. Develop and manage the operations budget, ensuring that costs remain within target.
2. Regularly review operational costs against the budget to identify and implement cost-saving measures.
3. Achieve a reduction in operational expenses through process improvements and resource management.
4. Submit accurate monthly financial reports reflecting operational performance and budget compliance.
5. Ensure that all operational activities comply with financial regulations and company policies.

5: Drive Continuous Improvement and Compliance

1. Establish and track key performance indicators (KPIs) to measure operational efficiency and implement corrective actions when necessary.
2. Implement quality management strategies that lead to a reduction in operational errors.
3. Ensure 100% compliance with local regulations and company policies across all operational activities.
4. Conduct regular audits to assess compliance with safety and security procedures for road and air operations.

Foster a culture of continuous improvement, with at least 3 major process enhancements implemented annually

Qualifications

• MBA/MA/MSC/BSC/BA Degree in Business Management, International Business, Transport Management, Business Administration, Logistics, Supply Chain Management, and other related departments
• 6/8 years of experience in logistics and operations management, preferably in a courier or delivery service environment.
• Strong leadership and team management skills.
• Excellent problem-solving abilities and attention to detail.
• Proficient in logistics software and Microsoft Office Suite.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.

Benefits

• Competitive salary and performance-based bonuses.
• Health, insurance and other employee benefits.
• Opportunities for professional development and career advancement

Special Skills and Personal Qualities:

1. Written/Oral Communication: Demonstrates ability for self-expression with clarity, accuracy, and attention to detail with ability to convince while maintaining professionalism.
2. Judgment/Problem Solving: Exercises discretion and develops sound decisions based on available information and criteria; facilitates difficult situations by identifying and resolving problems proactively and in a timely fashion.
3. Teamwork/Cooperation: Works effectively with peers, staff and superior(s); is able to achieve overall results and either leads or participates in group efforts in a cooperative, dependable manner.
4. Initiative: Assumes independent initiative by using resourceful and imaginative ideas to improve sales performance.
5. Flexibility/Adaptability: Demonstrates ability to respond/adjust quickly and smoothly to new and changing conditions.
6. Planning and Prioritizing: Demonstrates the ability to establish objectives, strategies and action plans; as well as ability to prioritize realistically and effectively with strong organizational skills.
7. Knowledge of/Compliance with Policies: Exhibits excellent knowledge of and effectiveness in applying business laws, company and departmental policies and procedures.
8. Knowledge of Job: Exhibits excellent knowledge of business knowhow and customer handling with good networking and hospitality abilities.

Other Skills and Abilities:

1. Ability to work under pressure and stressful conditions.
2. Good personality and having integrity.
3. Must be multi-task oriented and flexible to assist in a variety of tasks.
4. Ability to organize and analyze information.