ZAJEL Express is seeking an Operations Supervisor for Dubai to ensure efficient functioning of daily courier operations by managing couriers, resolving customer issues, complaints and escalations, and driving workflow efficiency across the delivery network.
About ZAJEL Express — UAE Courier Leader
Market Position: Leading express courier and delivery network across the UAE
Service Scope: End-to-end courier dispatch, pickup, and delivery operations
Operational Excellence: Structured workflow systems, monitoring mechanisms, and quality controls
Customer Focus: Dedicated escalation handling and incident resolution for service reliability
Team Structure: Multi-level operations teams supported by Seniors, Executives, and Supervisors
Career Growth & Operations Opportunity
Strategic Location: Dubai — high-volume hub for UAE courier and last-mile delivery operations
Industry Leadership: Build a career with a well-established UAE express delivery brand
Leadership Focus: Lead courier teams, route planning, and daily performance targets
Career Growth: Opportunity to move into senior operations and logistics leadership roles
Position Overview
This Operations Supervisor role is responsible for ensuring the efficient functioning of ZAJEL’s operations by managing couriers and resolving customer issues, complaints, and escalations. You will establish internal workflow guidelines, plan and assign courier routes, monitor daily operational transactions, oversee team performance, and drive continuous improvement across delivery operations.
Why This Role Matters: As Operations Supervisor at ZAJEL Express, you directly influence delivery reliability and customer satisfaction across Dubai’s courier network, lead and mentor courier teams while managing daily targets, resolve service escalations that protect brand reputation, contribute to continuous improvement of operational systems and processes, and build a solid career path within a growing UAE logistics and express delivery company.
Key Responsibilities
Workflow Management
- Establish internal guidelines and procedures to ensure high departmental performance
- Implement workflow systems and monitoring mechanisms to meet expected service levels
- Plan and assign courier routes based on load and delivery value
- Handle customer incidents, complaints, and escalations within the team
- Monitor daily transactions, pending deliveries, and pickups, taking corrective action as needed
Managing Operations
- Monitor the progress of all operations activities on an ongoing basis
- Maintain service logs and calculate daily courier targets
- Report system and application errors and coordinate resolution with relevant business units
- Investigate and close courier-related accidents, incidents, and near-misses
Team Management
- Monitor new hire progress through reports on absenteeism, behavior, and knowledge
- Coordinate timesheets, leave regulation, and other team operational activities
- Mentor the operations team and provide hands-on technical leadership
MIS, Reporting & Quality Management
- Prepare timely and accurate MIS statements and reports
- Provide feedback on the effectiveness of policies and procedures
- Ensure compliance with quality management procedures and identify continuous improvement opportunities
Qualifications & Requirements
Educational Requirements
- High School diploma or Bachelor’s degree, or equivalent
Experience Requirements
- Minimum 4-6 years of experience in a similar operations environment
- At least 2 years of experience in a supervisory capacity
Essential Skills
- Strong workflow planning, monitoring, and control skills
- Customer complaint and escalation resolution experience
- Team leadership, coaching, and performance management abilities
- Understanding of corporate information security policies and procedures
- Commitment to quality management and continuous process improvement
About ZAJEL Express
Join ZAJEL Express, a well-established courier and express delivery company operating across the UAE, responsible for managing high-volume pickup and delivery operations, courier team performance, and customer service escalations. The role sits at the center of daily operational execution, working closely with dispatch, customer service, and senior operations leadership to maintain service quality and drive continuous improvement.
Career Excellence: Lead frontline courier operations for a growing UAE express delivery brand with clear paths to senior logistics roles.
Who Should Apply?
- Courier & Logistics Supervisors: With 4-6 years of operations and team leadership experience
- Express Delivery Professionals: Experienced in route planning and daily target management
- Customer Service Team Leads: Skilled in handling escalations and complaint resolution
- Operations Coordinators: Looking to step into a supervisory logistics role
- Warehouse/Dispatch Supervisors: With experience managing frontline delivery teams
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