Job title internal – Operations Manager
Job title external – Operations Manager
Business Unit – Logistics & Clearance
Business Segment – Profit Center
Business Line – Shipping, Logistics & Warehousing
Function – Operations Management & Business Development
Sub-Function – Business Development
Country – Tanzania
Location – Dar Es Salaam
Geographic scope – East Africa
Business metrics –
Customer Churn Rate o Average Response Time
Service Level o Customer lifetime value o Customer Satisfaction o First Call Resolution
Maintain constant communication with managers, staff, and vendors to ensure proper operations of the company.
Develop, implement, and maintain quality assurance protocols.
Increase the efficiency of existing processes and procedures to enhance the company’s internal capacity
Ensure that operational activities remain on time and within budget
Track staffing requirements, hiring new employees as needed
Oversee accounts payable and accounts receivable departments
Proactively manage daily logistics and clearing activities of the company to include all land, sea, and ICD operations.
Directing activities related to Planning, organizing, dispatching, routing, and tracking of transportation vehicles, investigate to verify and resolve customer or shipper/consignee complaints.
Create a comprehensive training program for the operations team that should include system training, templates review, briefing call presentations, presentation guidelines, SLAs overview, identify cost savings, identify process improvement and key milestone touch points in service delivery during orientations.
Ensure operational procedures and practices are well defined, documented and consistently applied
On a monthly basis monitor the service delivery of coordinators by running briefing call checks, quality check calls for all the cases to ensure world class service.
On bi-monthly basis audit the open jobs, monitor estimated revenue and cost in the jobs, send the monthly projection report of that month to your reporting manager beginning of each month. Understand our costs and ensure proper financial controls are in place for all processes.
Monitor our process of invoicing, ensuring we invoice and are paid in timely manner. The payment terms for each client/Vendors must be well understood and adhered to. Support AR team in chasing difficult customers with outstanding payments.
Lead daily staff meetings to discuss the booked jobs, flagged cases, successes, questions and concern.
Develop metrics to measure performance expectations and review with coordinators on a monthly basis along with their caseload review.
Works closely with management team to ensure all operational, administrative, and compliance functions within the firm are being properly executed in accordance to regulatory-based best practices.
Planning and Organizing
Critical Thinking and Problem-Solving Skills
Business Management High-Level HR Duties
Reports Directly to
Regional Head of Operations
Key relationships Internal
Operations, Sales, Head & Branch offices and Accounts
Key relationships External
Customers, Transporter, TRA, Port authorities, ICD, Shipping Lines, Overseas agents.
Writing skills, reporting skills, Microsoft office skills, time management, verbal communication Language: Fluent in written and spoken English, Swahili and French.
Expected Start date: Immediate
Job type: Full-time
Salary: Industry standard
Schedule: Day shift 8.30 am to 05.30 pm (Sunday Holiday)
Experience: Minimum of 2-3 years of experience in cross country logistics operations & Clearance.
Education: Bachelor’s (preferably in shipping/logistics/maritime)