Key Responsibilities

1. Team Leadership & Supervision

• Manage, coach, and motivate team members to achieve performance targets
• Conduct regular team meetings, briefings, and performance evaluations
• Address employee concerns and maintain a positive work environment

2. Operations Management

• Oversee daily branch/operations activities (parcel handling, dispatch, delivery, etc.)
• Ensure timely and accurate processing of shipments
• Monitor workflow and resolve operational issues promptly

3. Customer Service Excellence

• Ensure high-quality customer service standards are consistently met
• Handle escalated customer concerns and complaints
• Promote customer satisfaction and retention

4. Performance Monitoring

• Track team KPIs such as delivery timelines, transaction accuracy, and productivity
• Prepare and submit reports on team performance and operations
• Implement improvements based on performance analysis

5. Compliance & Process Improvement

• Ensure adherence to company policies, safety standards, and regulatory requirements
• Identify process gaps and recommend improvements
• Support implementation of new systems and procedures

6. Coordination & Communication

• Coordinate with other departments (e.g., warehouse, transport, customer service)
• Report operational updates to management
• Ensure smooth communication within the team and across units