Head of Operations and Logistics Job in Kenya

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. 
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 Head of Operations will be responsible for overseeing Logistics, Field Services, Call Centre and the overall Support Services, helping and creating organizational
and program budgets in collaboration with the CEO and other team members, and undertaking other miscellaneous tasks as and when they arise. 
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

  • 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.
  • 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
  • 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
Email cv to cvs@cdl.co.ke copy placement@cdl.co.ke on or before 10th June 2016, Indicate current salary and expected salary in your mail.
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