Hugo Jacinto Email & Phone Number

Basildon, Gb

Laindon

Basildon, England, United Kingdom

Laindon, Basildon

London, England, United Kingdom

Part of the senior management team responsible for coordinating the Operations Department with 2 direct reports, more than 230 Couriers, on 2 different contracts in 11 different depots, with On-Site & Area Managers.• Provide operational leadership, often "hands-on", identify areas for business process improvement, Business Mapping ("As-Is Processes"), implementations and better working practices to deliver the business strategic growth plans. • Lead the operations team, and manage multi-site operations, implementing a clear strategy for customer operations, including instilling frameworks for measuring performance and customer excellence.• Accountable for all operations and ensuring a company wide, customer-focused approach to deliver targeted, budgeted growth in revenues and profitability without compromising health and safety or quality.• Participate with the Shareholders and Board in defining & developing company strategy and report to them on current business performance and forecasts based on detailed research and market analysis. • Define and own the Operations Peak Plan across the network, including all modelling and resource planning forecasting, etc., and liaise with Managers, Finance & HR to deliver scaled capacity for demand.• Create and implement operations processes and standard operating procedures and policies, driving continuous customer service and operations improvement through corrective actions. • Analyse and gather research on company workflows and mapped and designed the As-Is processes.

London

Ensured depots/locations performed against their operational and budgetary targets by providing leadership and direction to managers and depot teams and acting as the link between senior leadership and operations• Introduced new risk assessment form and process, KPI's, SOP's and continuous improvement (CI), working with internal stakeholders, staff, suppliers and customers to improve and develop services.• Suggested and presented strategic improvements for the growth of the business, improvements to responsiveness and agility to operational demands, by identifying issues & solutions through data analysis.• Worked closely with the broader business to ensure that my area was prepared for any increases in parcel volumes or operational changes that could affect area performance or deliverable, like Amazon Prime Week.• Provided leadership, direction and inspiration to the team to develop a culture of continuous improvement.• Changed the Damages/ Services communication process between depots and head office to increase dispute and complaint resolution speed by creating an online accident report form.• Created a new model for controlling day-to-day services provided by drivers, improving performance KPIs to 0% errors on their respective SBI's; this then rolled out to all the stations where 7 Days provide services.

London, England, United Kingdom

Developed and managed the driver's pool, forecasting ramp plans due to increase/ decrease of business and peak seasons and cascaded company strategy to executable procedures & work instructions among teams.• Established and implemented feedback loops from Operations to relevant stakeholders in the areas of operational performance, finance, sales, quality and customer service. • Provided timely support to the station staff on data analysis, coached all couriers leading to improved performance and achieving the required targeted metrics on DPMO/Delivery Success.• Supported and reviewed all legislation to adhere and comply with the self-employed legal requirements

London

Appointed as PoC for Fast UK at Amazon Croydon and Weighbridge depot, taking routes, selecting drivers, organizing time sheets, and taking responsibility for achieving performance metrics at Returns and Customer Complaint levels. (3.5% won by our team in DXW Feb/Mar 2017)Responsible for last-mile delivery services delivering parcels and goods to customers on designated routes, collecting goods, transporting them, scheduling deliveries, daily reporting and inputting of metrics, etc

London, United Kingdom

Oversaw all restaurant operations, including welcoming and serving customers.• Responsibilities included delegating tasks to restaurant staff, addressing diners' queries, ensuring compliance with safety regulations, and maintaining stock levels and supplier relationships.

Mozambique

Challenged to create a company from zero to become a market leader and successfully did so and launched and held exclusive rights of distribution for Mozambique of Michem and Bioguard. • Established a start-up company distributing chemicals and cleaning products – devised and implemented budget and cost control, P&L, recruited and trained staff, introduced all processes and procedures.• Road mapped business launch, market entry and growth optimization strategies, designed operational SOPs & capabilities, and enabled the business to deliver to owners aims and realised business plan.• Drove operational performance optimizations using and developing new data-driven data analysis platforms and prepared and presented shareholders reports, forecasts of supply and demand trends, SWOT, etc.• Created, trained, and managed the Sales Team of 9 sales representatives in 2 years, optimizing sales areas, profile strengths and defined measurable targets to be accomplished.• Negotiated all required sub-contractor terms of services with goods in transit from South Africa, including customs dispatch services providers and volumes of trucks required, etc.• Defined and implemented all stock management processes and procedures.

Mozambique

• Worked in a consultancy role providing all the support to the establishment of the company in Mozambique. Despite having won one tender in Maputo Central Hospital, the shareholders decided to open the company in South Africa instead of Mozambique;

Mozambique

• Restructured the Administrative Operations Department, amplified the responsibilities, mentored and supervised the team while developing management tools and control systems (primarily trough EXCEL – secondly with PRIMAVERA ATS).• Planning and control off all warehouses supply chain – 16 units plus the Central Bonded Warehouse;• Data analysis monitoring: Forecast and supply of all warehouse’s stocks according to customer orders (30.000/month), in a 12-month time frame to possible product collection;• Implementation of new stock control procedures and mail orders deliveries as well all the Administrative processes in all Supply Chain (work developed with the MassCash team), and established the correspondent metrics;• Report to Shareholders/ Managing Director: Customer Satisfaction Metrics/ Stock Management Performance in all collection warehouses.• Successfully implemented the new tailor-made software (base on Out Systems) to track customer complaints and provide solutions across the network in less than 24 hours

Mozambique

• Project Development of the new Retail Shops – HYBRID Concept (Retail/Wholesale): Procurement/Product Range/Supply Chain;• Business Plan & Shop Feasibility – Successfully opened by MassCash/Walmart in 2013 in a total investment of USD 4 million;