About the role
This role will be leading and manging the last mile operations team to consistently achieve daily, weekly & monthly operational goals. Also, act as the key responsibility holder for last-mile and fleet unit economics, maintaining tight control over operational costs and contributing directly to P&L performance, cost optimisation, and pricing-related decisions.
Key Responsibilities • Effectively manage and communicate strategic objectives and operational initiatives, supported by clear KPIs, implementation plans, targets, and timelines. • Drive continuous improvement of internal operational processes, SOPs, and workflows to improve efficiency, reliability, and scalability. • Analyse demand and supply data to ensure adequate courier and fleet availability in line with delivery volume requirements. • Hire, train, coach, and monitor the performance and development of fleet and last-mile operations team members. • Use operational and performance data to identify opportunities to improve delivery quality, customer experience, and courier engagement, building a reliable and motivated last-mile workforce.
Key Result Area: Last Mile Strategy & Planning • Develop and execute last-mile strategies aligned with business goals; plan delivery network coverage and capacity • Outcome/Deliverable : Clear last-mile roadmap; scalable and efficient delivery network
Key Result Area: Operational Performance • Oversee daily delivery operations, dispatch, routing, and returns management • Outcome/Deliverable : Oversee daily delivery operations, dispatch, routing, and returns management
Key Result Area : Cost & Budget Control • Manage operational budgets; monitor cost per delivery; identify efficiency improvements • Outcome/Deliverable : Optimised cost per parcel and controlled operational spending
Key Result Area : Risk & Peak Management • Plan for peak periods, disruptions, and operational risks • Outcome/Deliverable : Business continuity and stable service during high-demand periods
Key Result Area : People Leadership • Oversee workforce planning, performance management & upskill of the team • Outcome/Deliverable : Skilled, productive, and engaged operations workforce
Key Result Area : Customer Experience • Manage delivery communications, issue resolution, and service recovery • Outcome/Deliverable : Improved customer satisfaction and reduced delivery complaints
Requirements • At least Bachelor’s degree in Logistics, Supply Chain Management, Transportation, Business, or related field. • MBA or professional certifications (CSCP, CLTD) will be an advantage • 5–7 years of experience in logistics, last-mile delivery, or supply chain operations. • Minimum 4–5 years in a senior leadership role managing large-scale in-house last-mile operations. • Experience in e-commerce, courier, retail distribution, or on-demand logistics is preferred. • Strong leadership and team management capabilities. • Deep understanding of last-mile KPIs, routing, fleet management, and cost structures. • Highly analytical with strong problem-solving and decision-making skills. • Able to perform in fast-paced, high-volume operational environments. • Excellent communication and cross-functional collaboration skills
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