Job Description

Schedule: Full-time Shift: Standard

Organisational Background Information -

BMR title / Role title Maghreb Head of Operations

Corporate Division Express

Business Division Operations

Business Unit Morocco

Overall Role Purpose To manage and control the Operations function and provide the needed resources to ensure that door-to-door profitability, service quality and cost performance levels are achieved within the budget limits.

Grade G

Reports to Country Manager + ME Head of Operations

Accountabilities

Key activities Overall goals / Typical measures

Customer: External

Manage the provision of operational support activities including Dispatch, Infrastructure, and Country Network Management, to meet day-to-day operational requirements and accommodate future capacity needs and performance objectives Ensure that the security organization, processes and systems of all Operations activities meet customers' needs, regulatory requirements and internal standards. Manage all aspects of Operations and drive optimum performance and processes in facilities. Develop strong relationships with customers, partners and suppliers. Maintain regular contacts and negotiate with regulatory authorities to ensure that the company's views are well represented and to optimize legislative changes in Customs. Liaise with M&S to provide Operational expertise to the customer and to ensure the value of service offering. Meeting service and cost performance targets Profitability, achieving budgeted targets

Network optimization across all operation OCPM

Customer Satisfaction Quality Assurance

Stakeholder: Internal

Member of the Country Management Board, contributes to strategy and decision making process Implement and monitor OPS KPI's tools and processes in line with Regional guidelines fulfilling business requirements Monitor OPS cost performances and implement corrective actions plans

Country AOP Targets and objectives OP's business plan

OCPM Service Quality Indicator

Process

Implement country OP's strategy and plans. Ensure that all Operations activities are supported by the best combination of processes, tools and a common IT platform. Drive improvement of operational processes, facilities and capabilities, through the standardization and optimization of work method to gain productivity. Initiate corrective actions to improve service quality and cost performance. Prepare and monitor the country operational budget. Implement Operational function Blue print and roles. Quality certification Quality service Delivery service

Control performance to meet budget objectives and regional standards. Actual vs. budget

People - Management

Attract, motivate and develop OPS team Manage OPS team performance evaluation process (PMP). Manage training and career development.

Staff turnover Staff know-how Employee satisfaction survey PMP process Training hours per employee

Other responsibilities Responsible for the profitability and continuous development of logistics business Responsible for Operational KPIs and budgeting Define, monitor and enforce targets to the operational units Analyse costs and cost structure of production and derive improvement measurements and actions Provide leadership in the areas of product and business development, resource utilisation, branch organisation and activities Support and co-ordinate the development, implementation and localisation of key initiatives and programmes Responsible for definition, implementation, monitoring and enforcement of service and quality standards, in cooperation with product management Provide guidelines and support for the implementation of programs such as security regulation to meet country mandated regulatory requirements Identify and develop potential, sustainable customer relationships Respond to customer enquiries/complaints Conduct sales visits (Existing/ Potential customers) locally or overseas Interact with Business Development at country level in terms of pricing & market strategy Improve the procedures and service quality and maintain it on a consistently high level. Responsible for constant improvement and optimization of production means (cost management) Respond to RFI, RFQ and Tenders

Skills / Qualifications

Key capabilities

Analytical skills Effective communication skills / interpersonal understanding Negotiation skills Customer orientation Achievement drive and initiative Excellent problem solving competency Excellent business / commercial acumen Business and market know-how Product and process know-how Focus on high quality service performance Budgeting and Cost control skills

Expected years of experience

10 years in the logistics industry with minimum 5 years in senior management position

Educational Qualifications

University bachelor degree in a business discipline or relevant education. Good knowledge of global air express and/or the freight forwarding business Fluent in English & French