Operation Supervisor - Express

About the Company

ZAJEL has been building a smarter logistics experience since 2008. Over the years, it has grown into one of the UAE’s fastest-expanding courier and logistics businesses, known for combining industry know-how, modern technology, and a versatile shipping fleet to deliver dependable, cost-effective services.

The company serves domestic, international, and government clients, and also supports large organizations and SMEs with services such as immigration support, ID cards, customs declarations, mailroom management, legal documentation, banking, and e-commerce solutions.

Role Overview

The Operation Supervisor is accountable for keeping ZAJEL’s operations running smoothly by coordinating couriers, maintaining service standards, and addressing customer concerns, complaints, and escalations.

Workflow Management

• Create internal operating rules and procedures that help the department perform at a high level.
• Set up workflow, monitoring, and control systems to ensure service targets are met.
• Allocate courier routes based on workload and delivery value.
• Handle customer incidents, complaints, and escalations related to the team.
• Track daily operational activity, review pending deliveries and pickups, and take corrective action where needed.
• Adjust work plans when operations change due to leave, holidays, or heavier workload.

Operations Management

• Continuously oversee the progress of all operational tasks.
• Keep logs that record departmental service activity.
• Review total processed applications and work out the couriers’ daily targets.
• Manage backlog applications and distribute work effectively to support target completion.
• Document system or application issues through error snapshots or reports.
• Work with relevant business units to resolve technical or process errors and provide input as needed.
• Monitor courier-related accidents, incidents, and near-miss cases, and ensure proper investigation and closure.

Team Management

• Track the progress of new hires using reports from Seniors/Executives and by reviewing attendance, conduct, and knowledge.
• Coordinate team operations such as timesheet monitoring, leave regulation, and similar administrative tasks.
• Guide the operations team and provide hands-on technical support and leadership when required.

Policies, Systems, Processes, and Procedures

• Recommend, develop, and implement operational plans and policies that support both short-term performance goals and long-term business objectives.
• Ensure policies and processes meet legal and procedural requirements while maintaining a quality, cost-effective service.

Quality and Continuous Improvement

• Maintain compliance with quality management procedures and controls to deliver consistent, high-quality service.
• Identify and support improvements in systems, processes, and working practices, with attention to best practices, cost reduction, process efficiency, and productivity gains.

MIS and Reporting

• Prepare daily reports covering all services delivered by the operations department and ensure system records are updated.
• Compile accurate and timely MIS statements and reports as required.

Qualifications

• A bachelor’s degree in Industrial Engineering or Supply Chain Management is required.
• 4 to 6 years of experience in a similar setting is preferred, including at least 2 years in a supervisory role.
• Fresh graduates in Industrial Engineering are also welcome to apply.
• Strong analytical ability, including data analysis and report interpretation, is important.
• The ideal candidate should be confident, adaptable, and comfortable working in a fast-paced, multicultural environment.
• Arabic language skills are preferred.