Head of
Operations and Logistics
The role of the Head of Operations is to ensure that the strategic and business objectives as well as the values of the company are put into practice.
The role of the Head of Operations is to ensure that the strategic and business objectives as well as the values of the company are put into practice.
In
conjunction with other members of staff they will ensure business growth
through directing and managing business operations activities to ensure they
are delivered in accordance with the strategic objectives.
The post
holder is responsible ensuring organizational effectiveness by providing
leadership for the organization’s financial functions.
They are
required to work with the staff team, and contribute to the development and
implementation of organizational strategies, policies and practices.
The Head of
Operations will plan, direct and manage the performance of all internal
operations, so as to maintain and develop business growth in accordance with
the overall strategy.
Key Result Areas and Related Activities
Key Result Areas and Related Activities
Logistics
- Organising
shipments
- Coordinating
drivers, vehicles, loads and journeys
- Operating
IT systems
- Negotiating
and agreeing contracts
- Developing
and confirming schedules
- Planning
for and negotiating technical difficulties
- Preparing
paperwork for regulatory bodies
- Liaising
and managing staff
- Implementing
health and safety standards
Supply
Chain
- Responsible
for the development & implementation of supply chain
strategy/infrastructure including distribution centre(s) and transport.
- Responsible
for achieving improvements in the operating efficiency and cost base of
the supply chain infrastructure by reviewing asset locations and usages,
undertake benchmarking and competitive tenders and conduct periodic rate
reviews
- Annually,
review and update the supply chain strategy, Capacity and resource
planning, in the light of business developments and supply chain
optimisation opportunities.
- Responsible
for maintaining a capacity planning horizon for the logistics
infrastructure, relating to: stockholding points and storage capacity
(hanging and boxed), throughput, picking and packing capability
(especially in peak sale periods) and SKUs and number of pick faces
(including current and previous seasons)
- Responsibility
will also apply to shorter term planning horizons: a rolling 12-month plan
primarily for labour planning, shift patterns, recruitment, seasonal
resource deployment and the relative balance of permanent and agency
temporary workers
- Responsible
for planning activities over an operational time frame (1 day to several
weeks), governing smooth inbound flow, bulk storage locations, pick face
layout, picking and packing capacity.
Operations
- Complying
with all H&S legislation; conducting regular H&S audits
- Organisational
structure: develop, implement and maintain the optimum organisational
structure in the DC, with the most suitable arrangement of managers,
supervisors and team leaders.
- Working
in tandem with HR to ensure that HR systems and processes are followed and
in place and maintained
- Ensure
that all DC managers and supervisors maintain a safe, productive and
disciplined working environment
- Operational
processes: develop, implement, maintain and augment auditable standard
operating procedures for all DC and supply chain processes and working
methods
- Process
measurement: develop and maintain KPIs for each operational process,
showing performance against budget or target, explaining variances and
trending changes
- Responsible
for the costs, service levels and operational performance of: DC: costs,
service, productivity, stock management and documentation compliance,
store friendliness
- Transport:
costs, on-time in-full delivery, store friendliness, transfers, couriers
Field
Services
- Provide
quality service to internal and external customers in all assigned tasks,
while upholding the Company Values at all times.
- Ensure
timely consistent delivery and recording and reporting on this delivery of
Services purchased by and owed to customers
- Develop
and deliver programs for Staff, Customers or potential customers.
- Develops
and administers tests to measure effectiveness of curriculum or services.
- Develops
and delivers in-service training program for staff.
- May
also develop, administer and compile result of questionnaires to evaluate
and improve training programs
- Prepare
and ensure team budgets and training objectives are set, communicated and
achieved.
- Provide
active participation in global services workshops and meetings to ensure
consistent product and process delivery
- Supporting
elements to ensure successful and consistent educational experience.
- Oversee
and assure quality in-service training delivery by and third party
trainers.
Call Centre
- Determines
call centre operational strategies by conducting needs assessments,
performance reviews, capacity planning, and cost/benefit analyses;
identifying and evaluating state-of-the-art technologies; defining user
requirements; establishing technical specifications, and production,
productivity, quality, and customer-service standards; contributing information
and analysis to organizational strategic plans and reviews.
- Develops
call centre systems by developing customer interaction and voice response
systems, and voice networks; designing user interfaces; developing and
executing user acceptance test plans; planning and controlling
implementations.
- Maintains
and improves call centre operations by monitoring system performance;
identifying and resolving problems; preparing and completing action plans;
completing system audits and analyses; managing system and process
improvement and quality assurance programs; installing upgrades
- Accomplishes
call centre human resource objectives by recruiting, selecting, orienting,
training, assigning, coaching, counseling, and disciplining employees;
administering scheduling systems; communicating job expectations;
planning, monitoring, appraising, and reviewing job contributions;
planning and reviewing compensation actions; enforcing policies and
procedures.
- Meets
call centre financial objectives by estimating requirements; preparing an
annual budget; scheduling expenditures; analyzing variances; initiating
corrective actions.
- Prepares
call centre performance reports by collecting, analyzing, and summarizing
data and trends.
- Maintains
professional and technical knowledge by tracking emerging trends in call
centre operations management; attending educational workshops; reviewing
professional publications; establishing personal networks; benchmarking
state-of-the-art practices; participating in professional societies.
- Accomplishes
organization goals by accepting ownership for accomplishing new and
different requests; exploring opportunities to add value to job
accomplishments
Support
Service Training
- Design
and implement efficient processes to ensure smooth business operations.
Managers may create training programs, generate financial reports, and
maintain office supply inventories. Additionally, office administrators
might help develop safety policies, evaluate personnel, and enforce
disciplinary measures.
- Responsible
for planning, organizing, assigning, and directing the management of
support services including printing and production, procurement, courier,
maintenance, and custodial services; oversees lock and key security
management; communicates with administrators, staff, and vendors to
coordinate activities, resolve issues, and exchange information; composes
a variety of materials including reports, presentations, and
correspondence; selects and provides training, supervision, and evaluation
for coordinators and managers in the department; attends meetings and
workshops as necessary; develops and monitors department budget and
expenditure
Post School
Qualifications
- A
relevant Bachelor Degree in Supply Chain Management and/or Logistics
- An
MBA is ESSENTIAL
Experience
- A
minimum of 15-years’ experience in Operations Management and Logistics
- At
least 7-years’ experience in a Senior Operations role
- Must
have experience working in Kenya
Target
Industries
- Courier
- Consumer
Electronics
