• Work very closely with Director and management team to set and implement policies, procedures and to follow through with implementation. • Assign tasks and delegates work, monitor job progress and work flow, appraises work performance. Conducts regular audits to ensure overall compliance• Oversee preparation of annual budget, regular variance statements, payables/receivables, credit policies, EmPost quarterly report and annual internal and external audit• Establish and maintain effective and collaborative working relationship with networking partners (FedEx, UPS, TNT, DHL) at all levels (CS / Ops / Sales)• Served as key member of the senior management team focused on providing world class delivery service (introducing and enhancing cross-trade / DG) to diversified client portfolio at lowest landed cost.• Build and initiate comprehensive plan that addresses customer needs and provides additional supply chain solutions while increasing overall company profitability, and introduced multilevel pricing mechanism. • Executed framework to evaluate operational performance and work with clients on understanding their current needs and develop road-maps for both growing their business while addressing immediate demands. • Manages all aspects of customer service & logistic activities for a regional or multi-country operation.

Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures, complying with local regulatory authorities (Empost/ Dnata/Customs and other relevant authorities)• A primary point of contact to ensure all customer complaints are handled appropriately, determining root causes of the customer issues to proactively improve future customer experiences.• Directly responsible for full cycle of Ops employee staffing from recruiting to hiring qualified candidates as well as coaching and training to develop star employees• Motivate all employees in way that fosters a service and sales culture• Ensure all processes were followed to avoid paperwork errors that cause shrink and service lapse• Review and approve all operational invoices and ensure they are submitted for payment• Manage compliance programs focused on Operational Risk Management (trust and safety, fraud, security, on-route behaviour, vehicle inspections)• Focus on relationship with freight providers to minimize cost to the Company while maintaining quality and timeline expectations• Manage shipment schedules, direct line-haul channels to maximize productivity and cut cost• Took corrective actions in the case of delays and accidents to minimize extra expense• Represent Hazmat operational requirements for all strategic initiatives and resolving compliance gaps

• Negotiating favorable terms with airlines, agents and vendors that can significantly improve buying power and lower operational cost• Direct responsibility for achieving Revenue, Budget set and agreed with the Management including profitability forecast• Tactfully identified and executed turnkey projects for Corporate Clients• Planning and forecasting the annual business development plan, budget, targets, generating periodic reports and conducting sales presentations• Recruiting, training, supervising and evaluating performance of staff for achieving the marketing objectives• Finalizing the Rate card and Costing• Identifying growth opportunities and developing sales leads• Assisting in strategy development to negotiate customer contracts• Establishing and maintaining a strong relationship with key decision-makers• Analyzing statistics in identifying and recommending cost savings to CEO

• Plan, develop and implement strategy for operational management and development to meet agreed organizational performance within agreed budget and timescale• Liaise with other functional managers so as to understand all aspects and needs of operational development• Encourage sales of fastest routes & transit connections to generate high yield revenue on direct routes• Monitoring inbound, outbound load and ensuring in-time delivery of all shipments• Arranging workshops and Meetings with couriers, customer service and operational staff to improve co-ordination and service level• Hiring Operational and Courier staff and delegating the workload• Establishing and Communicating department goals and results to employees in assistance with General Manager• Actively supporting employee growth, upholding cooperative policies, and supervising office operations and daily reporting• Gathering report from customer service staff and assigning responsibilities accordingly• Liaise with customs and airlines etc. Knowledge of clearance of shipments.• Implemented “Country Profile” in operations to avoid misrouting of shipments

• Handling Daily Manifests• Co-ordination with Couriers and Pickup co-ordinators• Supervising data entry staff for timely updation the status of shipments• Maintaining Daily Log Book