Req ID: RC766807

AOG Desk Manager

Company: FedEx Logistics AMEA
Category: Professional
Employment Type: Full Time
Worker Sub-Type: Regular
Scheduled Weekly Hours: 48
Posting End Date:
Remote: No
Location: Dubai, Dubai, United Arab Emirates

Description

AOG Desk Manager leads and coordinates the operational team while adhering to regulations and procedures, with a threefold goal of
customer satisfaction, quality, and profitability.

There are 3 main missions:

Staff Management: The AOG Desk Manager is responsible for evaluating, planning, and adjusting the necessary workforce to achieve the performance objectives of their team.

Operational Management : The AOG Desk Manager supervises all operational activities of the AOG Desk to ensure efficiency, quality and cost effectiveness of processes. He ensures proper execution of SOPs.

Customer Management: The AOG Desk Manager is accountable of the performance promised to customers

Accountabilities & Interactions

Staff Management

Assesses needs by analysis of current and forecast workloads to estimate the numbers of Team member
Plan workforce by defining profiles, skills and experience level required for the assigned task
Uses KPI (Activity rate, Productivity, Turnover, etc.) to proactively adjust sizing
Anticipate changes by integrating external and internal factors (growth, projects, turnover, etc.) into work-force management strategy.
Participate in selection of all staff placed under his authority i.e: AOG Desk Supervisor ( When applicable) AOG Desk Front Officer, AOG Desk Back Officer
Collaboration with HR department for hiring processes
Welcome and integrate new employees according to Company rules & regulations
Ensure daily adherence to safety, hygiene, and security rules.
Ensure the input of variable payroll elements in the time management tool
Communicate all information regarding HR (absences, leave, sickness) to the HR liaison and their team
Establishes the schedules ahead in time, of the various team members of the AOG Desk, in order to ensure proper functioning of the AOG Desk.

Operational Management

Managing day-to-day operations by organizing, coordinating and optimizing activities to ensure smooth operations
Actively participate to continuous improvement by identifying ways to optimize processes, reduce costs and improve service quality.
Monitor KPIs, analyze result , identify discrepancies and implement corrective actions plans
Ensure collaboration by working closely with Air Export/Import of country organizations attached to AOG Desk regional scope.
Contribute to the establishment of SOPs for the operational team.
Ensure that operations comply with Quality, safety and regulatory standards.

Customer Management

Participate in occasional visits from clients.
Prepare, Attend/Participate to customers performance review Meetings
Remain the ultimate escalation point for a client after the AOG desk supervisor

External Interactions:

Customers (External and/or FedEx Airlines)
Carriers
Suppliers

Internal Interactions:

AOG Senior Manager
AOG Desk Supervisor
Front & Back Officers
FXL Network organization & branches

Required Competence
Knowledge

Business English (read, written, spoken)
Additional languages are welcome( French/Dutch/German/Spanish)
Mastery of international air transport regulations (Incoterms/Customs Rules…)
Mastery of the specificities of all modes of transportation.
Mastery of the supply chain, procurement, storage, transport, distribution
Knowledge of computer tools
Good command of written and oral communication
Management of physical and information flows
Understanding of regulations, customs, security, transport
Optimization of logistics costs and timelines

Skills

Respect and apply the company's Quality, Hygiene, and Safety rules.
Convey a positive brand image to clients.
Adherence to procedures and organization of the service (schedules, break times, holidays).
Supervision and management of teams

Personal Qualities

Customer service orientation (internal and external)
Stress resistance
Organizational skills
Reactivity and proactivity
Rigor and discipline, ruling by example
Good interpersonal skills
Teamwork orientation
Possess managerial skills, Team animation, listening, open-mindedness, and self-control.
Sense of responsibility
Conflict management and Change Management support
Negotiation and Communication skills

Experience & Qualifications

15+ Years experience in the logistics industry
8+ Years experience in team management (>15 Staff)
5+ Years in AOG desk Operations & Supervision
Knowledge and understanding of international logistics operations across multiple modes
Driving license is necessary and vehicle autonomy is required

Other Information

The AOG Desk Coverage being regional, if necessary the AOG desk Manager will have to travel within covered countries to align on Processes, meet local customers and suppliers, together with local management.

The Company

FedEx Logistics provides e-Commerce, freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions.

The Philosophy

People–Service–Profit (P-S-P). We take care of our People so that they can deliver impeccable Service to our customers who will give us the Profit necessary for FedEx to be successful. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages employees to be innovative in delivering the highest possible quality of service to our customers. We care for our employees' well-being and value their contributions to the company.

The Culture

We honor innovation, integrity and diversity. We have many formal policies, procedures and programs to bring out the best in our staff, individually and in teams.