ROLE SUMMARY The responsibility of this position is for overall productivity and effectiveness of the assigned service delivery and customer experience. He/she works closely with internal and external stakeholders to ensure the appropriate objectives and priorities are enabled within the operations organization supported. ACCOUNTABILITIES Customer Service ? Engage customer and improve customer service experience. ? Manage customer requests and address any issues in timely and efficient manner; and also manage any escalations or complaints ? Plan and supervise the operations team to ensure efficient services are provided to the customers and to ensure consistency to customer expectations. ? Prepare and submit reports, in time, as per the customer requirements. Service Delivery ? Prepare, review and approve daily dispatch plans. Approve allocation of vehicles and manpower as per the dispatch plans ? Proactively monitor and strive to maintain high levels of quality, accuracy, and process consistency in the operations organizations planning efforts ? Responsible for providing route optimization plans and root cause reports for lack of operations efficiency ? Look for opportunities to improve operational efficiencies, optimize outcomes and minimize risk. ? Update the daily service record in the company system and prepare operational reports from the company system. ? Reports major shortfalls or breach of regulations or breach of service contracts to the Operations Manager, providing necessary information for inspections, suggesting necessary disciplinary action. ? Prepares Fleet Performance Report, providing recommendations for improvement. ? Coordinates with the workshop team on matters related to fleet maintenance and repairs referring to the VCR prepared by the drivers. ? Coordinates with the Governmental Affairs and Workshop departments regarding the yearly mechanical inspection of all the vehicles, to set the needed schedules. ? Ensures that the principles and practices of risk are communicated and provides ongoing education and training in skills required to manage risk. Complies with the Health & Safety instructions: ? Ensures quality & safety within functions/ tasks performed by himself/herself and staff reporting to him/her ? Responsible for exercising due diligence towards health & safety of self and others within the organization ? Ensures compliance with the applicable HSE instructions, requirements, laws and regulations received from customers, regulatory and statutory bodies ? Review effectiveness of the SHEQ system on a regular basis ? Responsible for notifying to SHEQ team on occurrences, events, violations and acts that may adversely impact SHEQ practices PERFORMANCE MEASURES/SUCCESS CRITERIA ? The ability to earn the trust and confidence of the Operations team member as a colleague, advisor, and problem solver. ? Create a robust system of standardized KPIs and benchmarks and promote a culture of being more data driven ? Establishment and delivery of KPIs ? Establishment of effective continuous improvement methods based on analysis and reports ? Monitors Vehicles Dispatch activities, coordinating with Operations for any changes or extra requirements. ? Follows up on Vehicle status and maintenance activities. ? Monitors sub-ordinates attendance and other personnel related issues.