Full job description
Job Summary
The Operations Executive will be responsible for managing day-to-day delivery operations across assigned projects, ensuring timely order allocation, dispatch, delivery tracking, customer coordination, escalation handling, driver coordination, and operational reporting. The role requires close coordination with clients, hospitals, customers, drivers, fleet/admin teams, and internal stakeholders to ensure smooth and SLA-compliant delivery operations.
Key Responsibilities1. Operations & Project Management
- Manage the complete end-to-end operational activities of assigned delivery projects.
- Prepare and manage daily pickup and dispatch rosters based on schedules, dispatch timings, order volumes, and operational requirements.
- Coordinate with clients from the start of the working day to ensure smooth pickup and delivery operations.
- Monitor daily operational requirements, pickup priorities, urgent requests, and service levels.
- Ensure smooth execution of daily operations and timely resolution of operational challenges.
2. Order Allocation & Delivery Coordination
- Allocate orders to drivers based on routes, delivery zones, workload, and order priority.
- Sort and distribute orders area-wise to optimize delivery timelines and driver utilization.
- Monitor delivery progress throughout the day and follow up on pending or delayed orders.
- Ensure orders are completed within agreed SLAs and escalate potential delays proactively.
- Coordinate with drivers and operations teams regarding changes in routes, priorities, and delivery requirements.
3. OTP & Order Validation
- Verify OTPs and required delivery confirmation details before closing orders.
- Validate order authenticity and ensure the correct order is delivered to the intended recipient.
- Ensure all delivery confirmation procedures are properly followed in the system.
- Review orders before closure to minimize incorrect deliveries, compliance issues, and system discrepancies.
4. Client, Customer & Hospital Escalation Management
- Handle operational escalations raised by hospitals, clients, patients, customers, drivers, and internal teams.
- Resolve delivery complaints, delays, urgent medical deliveries, and other operational issues promptly.
- Maintain professional communication with hospital coordinators, customers, and clients.
- Escalate critical issues to management where required and ensure timely closure of complaints.
5. Return Order Management
- Review and validate return orders and ensure appropriate return reasons are recorded.
- Coordinate with hospitals, clients, and drivers to verify return cases.
- Maintain proper documentation and records for returned orders.
- Identify recurring return reasons and implement corrective/preventive actions to improve delivery success rates.
6. Driver & Fleet Coordination
- Coordinate with Fleet and Admin teams regarding driver attendance, performance, replacements, and operational requirements.
- Handle driver-related issues including late reporting, route changes, replacement requirements, and emergency support.
- Monitor driver availability and deployment to ensure adequate operational coverage.
- Ensure drivers comply with required standards relating to hygiene, uniform, vehicle condition, and delivery handling.
- Coordinate with relevant teams for vehicle-related operational issues.
7. Temperature Compliance & Sensor Tracking
- Monitor temperature compliance for medical/pharmaceutical delivery vehicles as required.
- Coordinate sensor installation, configuration, and tracking across assigned vehicles.
- Monitor temperature sensor readings and identify deviations or technical issues.
- Coordinate with technical and fleet teams to resolve sensor or temperature-monitoring issues.
- Maintain records and ensure deliveries are conducted in accordance with applicable temperature-control requirements.
8. Fuel Management
- Prepare and maintain daily and monthly fuel consumption reports for drivers/vehicles.
- Monitor fuel usage and identify unusual consumption patterns or discrepancies.
- Coordinate with relevant teams for clarification and resolution of fuel-related discrepancies.
- Submit periodic fuel reports to management within the required timelines.
9. Reporting & MIS
Prepare, maintain, and submit accurate operational reports, including:
- Hospital-wise order summary reports.
- Return order reports with return reasons and hospital details.
- Monthly temperature compliance reports.
- Monthly fuel consumption reports.
- Project-wise order completion and pending-order reports.
- Other operational/MIS reports as required by management or clients.
Required Skills & Competencies
- Strong coordination and communication skills.
- Experience in logistics, last-mile delivery, fleet operations, or project operations.
- Ability to manage multiple projects and operational priorities simultaneously.
- Strong problem-solving and escalation-handling skills.
- Good knowledge of route planning and delivery coordination.
- Strong attention to detail and reporting accuracy.
- Ability to work under pressure and handle urgent operational requirements.
- Proficiency in MS Excel and operational reporting/MIS.
- Good written and verbal English communication skills.
- Ability to coordinate effectively with drivers, clients, hospitals, customers, and internal teams.
Preferred Experience
- 2–4 years of experience in logistics, last-mile delivery, operations coordination, or a similar role.
- UAE experience in delivery/logistics operations will be an advantage.
- Experience handling healthcare, hospital, pharmaceutical, retail, or temperature-controlled deliveries would be an added advantage.
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