Express Control Tower Supervisor - EK SkyCargo

Job Purpose

Provide global oversight of the express door to door network, responsible for ensuring smooth operations, timely communication, and effective incident management across our network. This includes the real-time monitoring of house airway bill (HAWB) and master airway bill (MAWB) level flows across first mile, network and final mile operations, providing 24-hour proactive and reactive support, ensuring optimum service levels are maintained.

Job Responsibilities

1. Support and execute real-time, network-wide decisions on Express operations, balancing cost considerations with service excellence to optimize overall 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.

Operational Service Capabilities

Support the maintenance of operational service capabilities, including accurate routing schedules, transit time calculations, and operational master data.

Capacity Management

Monitor actual volume against available capacity, promptly identifying discrepancies and initiating capacity enhancement measures through strategic collaboration with capacity control teams. Pre-plan capacity for high-volume events such as customer product releases, optimizing routing schedules and transit times.

Route Optimization

Execute flexible route and schedule plans to enhance operational efficiency, reduce costs, and improve service quality. This includes interline capacity offered by carriers as applicable.

Incident Management

Proactively monitor and communicate major incidents to cross-functional stakeholders, orchestrating swift response efforts to minimize operational disruptions and uphold service standards. Consistent monitoring of express targets supporting operational performance and efficiency across the Express Network, leveraging data analytics and continuous improvement initiatives to drive towards operational excellence.

Performance Reporting

Generate comprehensive service performance reports on a daily, weekly, and monthly basis, providing cross-functional stakeholders with actionable insights and performance metrics to drive continuous improvement. Attend bi-weekly performance reviews with operational stakeholders, fostering collaboration and accountability while monitoring action plans to address performance gaps.

Qualifications & Experience

• Experience in Logistics/courier and express industry 4+ Years
• Qualifications 12 Years schooling or equivalent : Knowledge and Skills

Experience in an express operations supervisory role, vendor management and performance management. Prior experience in an express control tower function. Broad experience of express first mile, customs clearance, network and final mile operations. Prior responsibility for managing express business key performance indicators (KPI?s). Experience in managing express functional dashboards.

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 hotel stays around the world.