Express Control Tower Controller - EK SkyCargo

Job Purpose
Manage and control the Express Control Tower (ECT), providing leadership and support to safeguard smooth express operations, timely communication, and effective incident management across our network to ensure issues are appropriately addressed and resolved. Jointly responsible for planning and decision-making processes to ensure the express business objectives & overall corporate objectives laid down are achieved.

Job Responsibilities

1. Make real-time, network-wide decisions on Express operations, balancing cost considerations with process excellence to optimize overall service performance and customer satisfaction.
2. Act as the primary point of contact for Service related topics, providing timely updates and resolutions for escalated inquiries, ensuring customer satisfaction remains paramount.
3. Operational Service Capabilities: Manage the maintenance of operational service capabilities, including accurate routing schedules, transit time calculations, and operational master data. Responsible for tactical decision-making which supports optimum express On Time Performance (OTP).
4. Manage, evaluate, and address all operational constraints and issues which could impact the commercial objectives of the department and co-ordinate to implement recovery plans assessing the revenue and cost implications of such decisions.
5. Identify and proactively communicate threats and opportunities that may arise during any disruptions or deviations and be able to lead and manage stakeholders' concerns and respond to any such eventualities with minimal disruption to the operation.
6. Lead the collaboration with Hub Operations to strategize and enhance the available capacity.
7. Create, monitor, and communicate Express volume forecasts to align capacity with anticipated volume, adjusting as needed to meet demand. Monitor actual volume discrepancies against available capacity and request additional capacity as necessary through capacity control processes. Pre-plan capacity for high-volume events such as customer product releases, optimizing routing schedules and transit times.
8. Route Optimization: Continuously evaluate and optimize routes and schedules to enhance operational efficiency, reduce costs, and improve service quality. This includes interline capacity offered by carriers as applicable.
9. Develop, test, and implement incident response, contingency processes and implement recovery plans and provide directions to the express operations teams and other cross-functional stakeholders and 3rd party service providers to minimize service failures and customer inconvenience.
10. Lead bi-weekly performance reviews with operational stakeholders, fostering collaboration and accountability while monitoring action plans to address performance gaps. Set ambitious targets for operational performance and efficiency across the Express Network, leveraging data analytics and continuous improvement initiatives to drive towards operational excellence.
11. Operational Service Capabilities: Manage the maintenance of operational service capabilities, including accurate routing schedules, transit time calculations, and operational master data. Develop and launch a suite of express-specific dashboards, providing optimum visibility of all aspects of express operations.

Qualifications & Experience

1. Degree or Honours (12+3 or equivalent)
2. Experience in Logistics/courier and express industry: 8+ Years
3. Experience in an express operations management role, vendor management, and performance management.
4. Prior experience in developing and operating a control tower function.
5. Broad experience of express first mile, customs clearance, network, and final mile operations.
6. Prior responsibility for developing, implementing, and managing express business key performance indicators (KPIs).
7. Experience in building and managing express functional dashboards.
8. Other languages besides English: N/A
9. Leadership Role: Yes
10. Safety Sensitive Role: Not applicable

Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.