Key Responsibilities

• Manage daily courier and last-mile delivery operations.
• Lead and supervise drivers, motorcycle riders, dispatchers, and operations supervisors.
• Plan daily manpower and vehicle allocation according to delivery volumes.
• Monitor pickups, deliveries, failed deliveries, returns, and rescheduled shipments.
• Ensure deliveries are completed within agreed service levels and customer timeframes.
• Optimize routes to reduce delivery time, mileage, fuel consumption, and operating costs.
• Monitor drivers and riders through GPS and delivery management systems.
• Establish daily delivery targets and monitor individual and team performance.
• Manage e-commerce, B2B, same-day, scheduled, and express delivery operations.
• Coordinate closely with Customer Service, Sales, Warehouse, Finance, and HR departments.
• Handle operational escalations and resolve delivery issues quickly.
• Manage COD procedures and ensure proper reconciliation with the Finance Department.
• Monitor fleet utilization, vehicle condition, maintenance schedules, fuel usage, and driver compliance.
• Ensure drivers and riders follow UAE traffic regulations and company safety procedures.
• Develop SOPs for pickup, sorting, dispatch, delivery, returns, and proof of delivery.
• Recruit, train, evaluate, and develop operations staff in coordination with HR.
• Analyze operational data and identify opportunities to improve productivity and reduce cost per delivery.
• Prepare daily, weekly, and monthly operational performance reports for management.
• Support the onboarding and operational requirements of new corporate and e-commerce clients.
• Ensure Velora consistently provides reliable, professional, and high-quality delivery service.

Key Performance Indicators (KPIs)

The Courier Operations Manager will be responsible for achieving targets including:

• On-time delivery percentage
• Successful first-attempt delivery rate
• Deliveries per driver/rider per day
• Cost per delivery
• Failed and returned delivery rate
• Customer complaint rate
• Fleet utilization
• Fuel efficiency
• Driver and rider productivity
• COD reconciliation accuracy
• Customer SLA compliance

Requirements

• Minimum 3–5 years of experience in courier, last-mile delivery, logistics, e-commerce, or transportation operations.
• Previous experience managing drivers and motorcycle riders.
• Strong knowledge of UAE roads and delivery operations.
• Experience with dispatch, route optimization, GPS tracking, and delivery management systems.
• Strong leadership and team-management skills.
• Excellent problem-solving and decision-making abilities.
• Ability to manage high daily delivery volumes in a fast-paced environment.
• Strong understanding of operational KPIs and cost control.
• Good Microsoft Excel and reporting skills.
• Excellent English communication skills; Arabic is an advantage.
• Valid UAE driving licence is preferred.
• UAE courier or last-mile delivery experience is strongly preferred.
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