The Operations Officer is responsible for coordinating and overseeing daily transportation operations to ensure reliable, efficient, and compliant service delivery. The role involves managing client requests, planning and monitoring routes, coordinating drivers and subcontractors, resolving operational issues and client complaints, and supporting accurate billing processes. By maintaining strong communication, operational control, and adherence to legal, safety, and quality standards, the Operations Officer contributes to consistent service performance in a fast-paced operational environment. 

Key Responsibilities:

1. Transport Operations Planning & Coordination

• Manage and respond to daily transport requests received via phone, email, or internal systems.
• Plan, organise, and schedule transportation services in line with client requirements and available operational capacity.
• Design and optimise routes to improve fleet utilisation, efficiency, and service performance.
• Oversee transport operations during special events (e.g. parties, end-of-year functions) to ensure smooth and timely execution.
• Provide operational support outside normal working hours when required to ensure service continuity.

2. Client & Subcontractor Relationship Management

• Act as a primary point of contact for clients and subcontractors, ensuring clear, timely, and effective communication.
• Provide quotations to clients and maintain positive, professional working relationships.
• Conduct regular meetings with clients to review service performance and identify improvement opportunities.
• Support subcontractors in day-to-day operations and address operational or billing-related queries.

3. Service Quality, Complaints & Issue Resolution

• Investigate and resolve client complaints related to drivers, service delivery, or service quality.
• Implement corrective actions to address identified issues and prevent recurrence.
• Maintain accurate records of incidents, complaints, investigations, and resolutions.

4. Billing, Financial Control & Compliance

• Process invoices and billing details accurately and within agreed deadlines.
• Ensure compliance with contractual obligations, pricing agreements, and internal financial procedures.

5. Continuous Improvement & Customer Satisfaction

• Contribute to improved operational efficiency and customer satisfaction through feedback, analysis, and proactive solutions.
• Support initiatives aimed at enhancing service quality, reliability, and overall client experience.

Job requirements:

• Operational Coordination & Planning
• Communication & Stakeholder Management
• Billing & Financial Awareness
• Diploma in Business Administration, Logistics, or a related field.
• Proven experience in transport operations or fleet management.
• Excellent organizational, multitasking, and problem-solving abilities.
• Shift work or rotational on-call support may be required.
• On-site presence during events or peak periods.
• Fast-paced and customer-facing environment.