Role Overview
The Head of Operations is the strategic and operational backbone of Fasta Delivery Services. This role is responsible for translating the company’s vision into efficient day-to-day operations while ensuring service quality, growth, compliance, and profitability. The Head of Operations oversees all operational teams, systems, and workflows, ensuring that customers receive fast, reliable, and high-quality delivery services, while vendors and riders are effectively managed.
The role requires a strong balance of leadership, logistics management, problem-solving, and business strategy execution in a fast-paced delivery environment.
Key Responsibilities
Operational Leadership & Strategy
- Provide overall operational leadership for Fasta Delivery Services.
- Develop, implement, and continuously improve operational policies, procedures, and workflows.
- Translate business goals into clear operational plans and measurable targets.
- Ensure alignment between management decisions and daily operational execution.
Service Delivery & Performance Management
- Oversee end-to-end delivery operations, from order placement to successful fulfillment.
- Ensure timely deliveries, service accuracy, and customer satisfaction.
- Monitor operational KPIs such as delivery time, order success rate, customer complaints, and rider performance.
- Implement corrective actions to address service gaps and inefficiencies.
Team Management & Supervision
- Supervise operations staff including coordinators, customer experience officers, riders, and field officers.
- Set performance expectations, conduct reviews, and enforce discipline where necessary.
- Build a culture of accountability, professionalism, and continuous improvement.
- Identify staffing needs and support recruitment and onboarding processes.
Vendor & Rider Operations
- Oversee vendor onboarding processes, compliance, and relationship management.
- Ensure riders follow safety guidelines, operational standards, and customer service rules.
- Resolve escalated disputes involving customers, vendors, or riders.
- Approve operational schedules, routes, and rider deployment plans.
Process Improvement & Scalability
- Identify operational bottlenecks and design scalable solutions.
- Introduce automation, tools, or process enhancements to improve efficiency.
- Prepare operations for business expansion into new locations or service areas.
Compliance & Risk Management
- Ensure compliance with company policies, regulatory requirements, and safety standards.
- Identify operational risks and implement mitigation strategies.
- Oversee incident management, reporting, and resolution.
Reporting & Management Communication
- Prepare weekly and monthly operational performance reports.
- Provide management with insights, challenges, and improvement recommendations.
- Support budgeting and cost-control initiatives related to operations.
Key Performance Indicators (KPIs)
- Average delivery time and order fulfillment rate
- Customer satisfaction and complaint resolution rate
- Rider productivity and compliance levels
- Vendor onboarding and retention rate
- Operational cost efficiency
Qualifications & Experience
- Bachelor’s degree in Business Administration, Operations Management, Logistics, or a related field.
- Minimum of 5–8 years experience in operations, logistics, or service management (delivery, e-commerce, or mobility services preferred).
- Proven experience managing teams and complex operations.
Required Skills & Competencies
- Strong leadership and people-management skills.
- Excellent problem-solving and decision-making ability.
- Deep understanding of logistics, dispatch, and service operations.
- Ability to work under pressure in a fast-moving environment.
- Strong communication, reporting, and organizational skills.
- Basic understanding of digital platforms and data-driven decision-making.
Work Conditions
- Full-time, operational role with flexible hours based on business needs.
- May require availability during peak periods, emergencies, or operational escalations.
- Field and office-based responsibilities.
Career Growth & Impact
This role offers significant growth opportunities, including expansion into regional or group-level operations leadership. The Head of Operations plays a critical role in shaping the scalability, reputation, and long-term success of Fasta Delivery Services.