Delivery Mates

Operations

• Own client accounts day to day, including service delivery and profit and loss
• Act as each client's operational point of contact and agree action plans with clients and head office
• Deliver service levels for delivery quality, on-time performance and customer satisfaction
• Analyze intra-day and intra-week trends, identify causes and take corrective action
• Build processes and systems to support account growth
• Own account P&L, including revenue, cost and margin
• Plan and forecast weekly volumes, staffing and labour
• Use data to identify cost reductions and investment opportunities
• Report operational and financial performance to the Country Manager
• Lead and supervise dispatchers, lead drivers and drivers
• Coach managers and prepare them for larger roles
• Run employee recognition and communication initiatives
• Share effective practices across shifts and sites

Operations Manager