Courier Operations Leader (Brisbane City)

Department Courier Reports directly to State Manager Reports Indirectly to National Courier Manager National Operations Manager Number of reporting relationships 3 Travel Requirements Travel required within metropolitan area on an infrequent basis Employment Type Full-Time Employing entity Capital Transport and Logistics Group Pty Ltd authority to act This position must act within written group policies, procedures and operations manuals. All decisions outside these parameters must be approved by your direct Manager. Number of staff reporting directly to this position 10+ Number of staff reporting indirectly to this position Critical relationships (internal)
- National Operations Manager
- State Manager
- Customer Service Department
- Taxi Trucks Department
- Fleet Department
- Contracts Department
- Office and Administration Manager
- Sales and Account Management Department
- HR and HSEQ Department Critical relationships (EXternal)
- Existing Clients
- Existing Sub-Contractors Position Summary As the Courier Manager you will report directly to the State Manager, and indirectly to the National Courier Manager and National Operations Manager. You are responsible for effectively leading and managing the human resources of the Courier Department by having a comprehensive understanding of the day-to-day operations of the department. You must facilitate training and development and provide support and guidance to the department at all times. You are responsible for ensuring that all Courier Department’s margin, revenue and job number targets are achieved and be able to effectively report on these targets where required. You must continually scan the environment for any threats that may impact on our service and implement resolutions to those threats to minimise client attrition and ensure that we are providing superior service at all times. You are responsible for ensuring that all-department staff and sub-contractor owner drivers are provided with a safe working environment at all times and that any hazardous conditions, near misses and injuries are reported and investigated immediately. It is imperative that you are well-informed with respect to the laws and legislations that govern our industry as well as any changes to Company Policies that directly affect your department. It is also expected that you keep up to date with changes to these laws through research and being part of industry groups. 1. Key Responsibilities and Task List
- Achieve 100% of per period and end of financial year margin, revenue and job number targets set by your Manager at the beginning of each financial year.
- Contribute to the strategic management of the Department’s resources and costs to enable the department to meet its medium and long term budgetary outcomes
- Accurately measure and report on the Courier Department’s performance each period as instructed by your Manager. You must identify potential or existing service issues and resolve them before they impact our clients
- Communicate with other departments including the Taxi Trucks Department, Fleet Management, Risk and HR Department and the Contracts Department in relation to operational concerns, work health and safety and other fleet requirements. You must meet with the Courier Supervisor and the Fleet Manager on a per period basis to discuss these concerns and requirements and strategise to achieve the desired outcomes
- Use strategies and forward planning to recruit appropriate sub-contractors for the type and amount of work available including but not limited to increasing and reducing the Courier fleet as required to accommodate the peaks and troughs throughout the year
- Continually scan the environment for any threats that may impact on our service by analysing the Courier fleet composition and client bookings, ensuring that the type of vehicles are available in order for the Company to meet the agreed service levels and forecasted demand. You must liaise with other departments where required to implement resolutions to those threats
- Ensure that all work performed and/or quoted on achieves minimum gross margin requirements prescribed to you by your Manager
- Manage the Courier Department and use your best endeavours to ensure that 80% of jobs are picked up and delivered within the agreed timeframes below by following the Company job allocation process: Service Courier Half Tonne One (1) Tonne Pickup Delivery Pickup Delivery Pickup Delivery VIP 30 Minutes 90 Minutes 45 Minutes 90 Minutes 60 Minutes 90 Minutes EXP 30 Minutes 150 Minutes 45 Minutes 150 Minutes 60 Minutes 150 Minutes STD 120 Minutes 240 Minutes 120 Minutes 240 Minutes 120 Minutes 240 Minutes *Extra grid allowance after 20 kilometres – SYD & MEL: 3 Minutes per kilometre. BNE, PER, ADL: 2 Minutes per kilometre
- Ensure that the Courier Department’s actions comply with Company Policies and legislation with respect (but not limited) to Occupational Health and Safety, Work Health and Safety, and Heavy Vehicle National Law. Such allocation decisions must ensure: Job information that presents a potential or actual manual handling risk are reviewed and controlled prior to allocation. Any potential manual handling risks escalated to you are appropriately controlled either through manual handling equipment or refusing the job. Fatigue management Workloads, or long distance jobs, will not cause any driver to breach their maximum work hours in a day. You must also review automated Fatigue Management reporting to identify any actual or potential breaches. Load restraint Job information that presents a potential or actual load restraint risk are reviewed and controlled prior to allocation. You must ensure that your staff are appropriately trained to identify known risks, and that potential or actual breaches are managed to ensure they do not reoccur. Speed Allocated workloads and communication with sub-contractors do not incentivise, or pressure a driver to breach speed limits Mass and dimensions Goods within a job, or aggregate goods on a vehicle, do not breach the carrying capacity or dimensions of a vehicle. You must educate clients who habitually attempt to load goods onto vehicles that exceed the maximum mass and/or dimension capacity of vehicles.
- Co-ordinate the Courier vehicle fleet to ensure an even spread over the metropolitan area
- Ensure that all important information relating to jobs, including but not limited to sub-contractor correspondence, delivery issues and queries raised are recorded in the Notepad on the Transport Management System (TMS) against the relevant job
- Strategise to manage sub-contractor Incentive Agreements, client credits and driver pay queries using best efforts to supply them with work that meets or exceeds our minimum obligations under the Incentive Agreement
- Ensure all sub-contractor PDA equipment is being used correctly and efficiently at all times. You must escalate non-compliances to the Fleet Management Department without delay
- Ensure that you and the entire Courier Department are continuously monitoring sub-contractor hours of work to ensure 100% compliance of the Company Fatigue Management Policy
- Approve and arrange accommodation for sub-contractors in risk of breaching the Company Fatigue Management Policy
- Ensure that the Fleet Allocators complete the afterhours handover where required, recording any live jobs, including local, country and contract deliveries with an estimated delivery time of 6.00pm or later and the airline roster if required. You must also ensure any fatigue plans created for drivers still undertaking regional deliveries are included in the handover
- You must ensure all Courier Department employees are aware of any restrictions that an injured or impaired sub-contractor may have and ensure that no jobs outside of these restrictions are allocated to the injured sub-contractor.
- Use your best endeavours to ensure that sub-contractors comply with legislation and Company Policies in relation to Work Health and Safety and industry best practice. You must further ensure that sub-contractors are not exposed to a situation or environment that observably poses a risk to their health and safety. You are further responsible for ensuring your direct reports are appropriately trained to identify and control known risks that exist in the performance of services.
- Escalate all incidents and near misses to the relevant stakeholders including but not limited to the Fleet Department and National Work Health and Safety Manager as they occur and assist with the investigation where required. You must:
- Address root cause issues of potential or recurring incidents;
- Analyse trends;
- Implement controls where required; and
- Consult with the National Work Health and Safety Manager and Fleet Manager, where required.
- Identify new procedures or equipment that can be utilised by sub-contractors to reduce the likelihood of injury to sub-contractor and/or damage to clients goods and premises
- Manage the Courier Administrator to ensure that all administrative tasks are completed to a high standard, within the agreed timeframes 1.2 management of sub-contractors and employees
- Effectively manage the human resources (both staff and sub-contractors) of the Courier Department and Customer Service Department by:
- Identifying, attracting, inducting, training, managing and motivating staff and sub-contractors to deliver a high quality service to our clients;
- Ensuring that all conversations relating to an employee’s or sub-contractors performance or conduct, …