Day-to-Day Operation Management:

• Direct and supervise day-to-day operational activities, including dispatching, routing, and coordination of resources to maximize productivity and minimize downtime.
• Resolve operational issues promptly and implement corrective actions as needed
• Develop and implement operational plans and schedules to ensure timely and efficient delivery of services.
• Collaborate with stakeholders to align planning efforts with organizational goals and customer expectations.

2. Assets and Resources Planning:

• Strategically plan and manage assets and resources (personnel, assets) to optimize efficiency and meet operational demands.
• Forecast future resource requirements based on business projections and operational needs.

3. Execution:

• Oversee the execution of logistics and transportation operations to ensure adherence to schedules, quality standards, and safety protocols.
• Monitor and manage operational performance metrics to achieve operational excellence and customer satisfaction.

4. People Planning and Leadership:

• Lead and mentor a team of operational staff, providing guidance and support to enhance performance and professional development.
• Plan and schedule workforce requirements, including shift planning and staffing adjustments based on operational needs and peak periods.

5. Reporting:

• Prepare regular reports on operational performance, including key metrics such as on-time delivery, resource utilization, and cost efficiency.
• Analyze data to identify trends, inefficiencies, and opportunities for improvement.

6. Customer Service:

• Ensure exceptional customer service throughout the service delivery process.
• Address customer inquiries, concerns, and complaints promptly and effectively to maintain high levels of customer satisfaction.

7. QHSSE

• Ensure strict adherence to Quality, Health, Safety, Security, and Environmental (QHSSE) standards in all fleet operations.
• Comply with QHSSE policies and procedures to minimize risks, prevent accidents/incidents, and promote a safe working environment for all personnel involved in fleet activities

8. Invoicing/Documentation:

• Verify and validate service delivery against contractual agreements and customer requirements.
• Prepare accurate pre-invoices based on completed services and agreed-upon terms

Qualifications:

Experience: -

• 10 years of experience with (Bachelor’s degree) or 15 Years experience with ( College Diploma).
• Transport of Oil and Gas experience is plus.

 

Skills:-

• Strong organizational and planning skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Strong communication skills.
• Problem-solving abilities and adaptability in a fast-paced environment.
• Ability to work independently and as part of a team.
• Fluent in Arabic and English (both written and spoken)
• Proficiency in logistics software and systems for planning, reporting, and operational management 

 

 

The Government Services Lead is responsible for developing, negotiating, and managing postal service contracts with government clients, as well as overseeing third-party service offerings to retail government facilities. This position is pivotal in ensuring the seamless delivery of postal and government services, fostering key partnerships, and contributing to the efficient functioning of government agencies.

Key Responsibilities & Accountabilities:

Strategic:

• Government Contracts Strategy: Develop and execute a strategic plan for government client contracts, identifying opportunities for expansion, optimization, and revenue growth.
• Partnership Development: Cultivate and nurture strategic partnerships with government agencies to enhance collaboration and service delivery effectiveness.
• Market Analysis: Conduct market analysis and research to identify trends, opportunities, and challenges in the government services sector, informing strategic decision-making and planning.
• Service Enhancement Strategy: Develop strategies to enhance postal and government services, including third-party service offerings, to improve efficiency, quality, and customer satisfaction.

Operational:

• Contract Negotiation & Management: Lead the negotiation and management of postal service contracts with government clients, ensuring alignment with organizational objectives and regulatory requirements.
• Third-Party Service Oversight: Oversee the provision of third-party services at retail government facilities, ensuring contractual compliance, service quality, and customer satisfaction.
• Regulatory Compliance: Ensure compliance with postal regulations, government procurement policies, and contractual obligations in all aspects of service delivery.
• Performance Monitoring & Optimization: Monitor key performance indicators (KPIs) related to government service contracts and third-party offerings, analyzing data to identify areas for improvement and optimization.
• Financial Management: Develop and manage budgets for government service operations, optimizing resource allocation and cost-effectiveness to achieve financial objectives.

People:

• Team Leadership & Talent Development: Lead, mentor, and develop the team and coordinators to ensure operational excellence and employee engagement.
• Communication & Reporting: Communicate effectively with internal and external stakeholders, providing updates, sharing insights, and addressing inquiries or concerns related to government service contracts and operations.
• Stakeholder Engagement: Foster positive relationships with internal teams, government clients, third-party service providers, and other stakeholders, promoting collaboration and alignment toward common goals.

Functional:

• Government Contract Management: Proficiency in managing government contracts, including contract negotiation, drafting, implementation, and compliance monitoring.
• Postal Regulations & Policies: In-depth understanding of postal regulations, policies, and procedures relevant to government service contracts, ensuring compliance and adherence to regulatory requirements.
• Government Procurement Processes: Knowledge of government procurement processes, procedures, and regulations.
• Stakeholder Management: Skill in building and maintaining positive relationships with government clients, internal teams, third-party service providers, and other stakeholders to facilitate collaboration and achieve mutual objectives.
• Market Analysis & Trends: Proficiency in conducting market analysis, trend forecasting, and competitor analysis in the government services sector to identify opportunities, threats, and emerging trends.
• Contractual & Legal Knowledge: Understanding of contractual terms, legal frameworks, and risk mitigation strategies relevant to government service contracts.
• Data Analysis & Reporting: Ability to analyze data, track key performance indicators (KPIs), and prepare reports to monitor contract performance, identify insights, and support decision-making.
• Problem-Solving Skills: Strong problem-solving abilities to address complex issues, resolve conflicts, and develop innovative solutions to overcome challenges in government service contract management.
• Technology Utilization: Familiarity with technology solutions for contract management, data analysis, and communication to streamline operations and enhance efficiency in government service delivery.

Behavioral:

• Leadership & Team Management: Ability to lead and motivate a team, provide direction, guidance, and support, fostering a positive work environment and promoting teamwork and collaboration.
• Communication & Negotiation: Excellent communication and negotiation skills to effectively convey ideas, negotiate terms, and resolve conflicts with government clients, stakeholders, and third-party service providers.
• Adaptability & Flexibility: Capacity to adapt to changing priorities, market dynamics, and regulatory requirements, demonstrating flexibility and resilience in managing government service contracts.
• Strategic Thinking: Strong strategic thinking and planning abilities to develop long-term strategies, set goals, and prioritize initiatives aligned with organizational objectives and government client needs.
• Decision-Making: Sound judgment and decision-making skills to assess risks, evaluate options, and make timely decisions in managing government service contracts.
• Ethical Conduct: Commitment to ethical conduct, integrity, and compliance with legal and regulatory standards in all aspects of government service contract management.
• Customer Focus: Customer-centric approach, with a focus on understanding and meeting the needs of government clients, ensuring high levels of satisfaction and service quality.
• Conflict Resolution: Ability to manage conflicts, negotiate resolutions, and handle difficult situations diplomatically and professionally in government service contract management.

 

 

Leading the Contracts and Procurement team to develop and implement the best strategies in this field, focusing on pre-tendering, tendering, In-Country Value (ICV), post-award processes, vendor management, and contract execution support for all projects related to Oman Post and Asyad Express/Asyad Logistics. The aim is to minimize risk and safeguard the companys interests.

Key Responsibilities & Accountabilities

Strategic:

Operational:

People:

Knowledge & Skills

Functional:

Behavioral:

 

 

Du and responsibilities generally includes responding to customer questions and complaints on all customer touchpoints through agreed processes, guidelines and SLAs. Additionally, support business growth through supporting customers along their journey with the organizations.  

 

 

 

• Accountable to ensure that all customer complaints, inquiries and feedback are closed within the agreed and assigned service level agreement (SLA) at all digital, physical and voice channels.
• Adhere to standards, processes and guidelines set
• Communicate with customers at all stages of interaction as stated in the in process flows and SLA. Responsible for understanding customer’s complaint, inquiry and feedback, determining the causes, communicating the relevant responses and solutions. Also coordinating internally/externally to resolve the matter through communications, follow up and escalations.
• Maintain positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner and ensure that customers are constantly updated and informed at all times.
• Contribute to Lead generation - determine eligibility by comparing client information to requirements.
• Accomplishes sales and organization mission by completing related results as needed
• Develop and maintain positive relations within the organization to ensure customer requests and questions are handled appropriately and in a timely manner. Ensure to alert and escalate to line manager roadblocks and any trending and complex issues.
• Responsible to self- learn new product and services and actively seek to develop knowledge. Additionally, constantly familiarizes self with technology (Systems, applications etc.…) relating to services and products provided to customers.
• Coordinate with call center agents to resolve all customer matters and ensure the agents are constantly informed and up-to-date on all product and service matters.
• Centralize and standardize information provided to customers at all times Ensure information provide consistent, up-to-date product and service information to customers.
• Ensure complete utilization of ticketing system and any other defined technology/tool to capture all inquiries, complaints, feedback and communication with both internal teams and customers.
• Achieve high response rate as mandated in the department’s service KPIs.
• Readiness to work on flexible hours which will include responding to customers during unofficial working hours.
• Coach, guide and support peers in the organization to uplift customer experience across all touch points.
• Assist in conducting root cause analysis on complaints and work with internal stakeholders to implement solutions to reduce the number of complaints.
• Carry out any other activities that are in line with the department deliverables specifically or the organization ultimately as and when required by the line manager.