Develop and direct the implementation of the functional strategy ensuring alignment to organizational strategy and corporate objectives.
Ensure that the functional strategy and related strategic plans are developed and implemented and are in line with the vision and mission of the company.
Provide advice to the leadership of Saudi Post in all related fields to facilitate the realization of Saudi Post's strategy and functional strategies.
Lead and direct the continuous achievement of quality and customer experience standards in line with the overall business strategy.
Lead and direct the effective achievement of career goals through effective leadership, setting individual goals, managing performance, and developing and motivating the team to raise the performance level.
Lead the talent development initiatives for the assigned department, collaborating with technical experts and thereby ensure the availability of talent to fit business requirements.
Act as a role model and urge employees to adhere to the organizational values and ethics in order to ensure the creation of a value-based culture within SP.
Oversee consolidation, recommend functional budget, monitor financial performance against budget, identify areas of unsatisfactory performance and potential areas for cost reduction or performance improvement opportunities.
Manage the development and implementation of the functional policies, systems, processes, procedures and controls covering all assigned functional areas so that all relevant procedural and regulatory requirements are fulfilled while delivering a quality, cost-effective service.
Lead the management of change through continuous improvement of functional systems, processes, and practices taking into account global standards and changes in the business environment which demand proactive action plans.
Plan and direct the conceptualization and development of customer experience management policies and processes enabling the establishment of a customer centric culture which enhances the customer journey with Saudi Post.
Direct the review and continuous improvement of customer experience policies and initiatives and assure compliance to defined quality standards to achieve customer service excellence.
Lead the development and nurturing of strong key business relationships with all relevant external/internal stakeholders with the highest standards of business ethics that maximize opportunities for Saudi Post whilst ensuring alignment with Saudi Post’s strategic direction and business requirement.
As part of Saudi Post social and professional responsibility, we’re announcing the cooperative training program that aims to raise the level of skills and knowledge among the Saudi graduate students and allow them to apply their academic study to the actual workplace.
The SPL COOP program will last for at least 3 months, through which participants will explore a unique journey and get hands-on experience and access to learning workshops.
Operational Planning and Operational Excellence
· Direct the development of an integrated Operations and Distribution strategy, creating synergies and enhancing agility of operations ensuring alignment with the overall corporate strategy and plans, to achieve the business goals and optimize service fulfilment as per defined quality and customer experience standards.
· Provide overall direction for the development and implementation of operations and distribution plans (network-wide schedules and resource allocation) across Saudi Post’s sorting facilities and hubs, logistics and transportation function to enable the division to efficiently and effectively meet its operational objectives.
· Ensure effective collaboration with the commercial team to understand the sales pipelines and adapt the operations plan accordingly to optimise resources.
Performance Excellence
· Provide overall direction and strategic advice on operational performance management to ensure accurate development of Key Performance Indicators (KPIs) whilst guiding on timely monitoring and resolving challenges to achieve defined targets as per plan.
· Oversee the internal process and performance benchmarking against pre-established objectives to monitor performance improvement and identify/implement measures of work delivery improvement, ensuring consistency and excellence in achieving functional and organizational goals.
· Oversee the creation of a division dashboards to extract core insights from the data to suggest, create and execute initiatives that drive fundamental improvements to the division.
· Provide overall direction to support process enhancement to continually achieve operational excellence and deliver as per defined quality and service standards.
Transformation Management
· Lead the transformation workstreams pertaining to Operations and IT in order to achieve Saudi Post’s strategic objectives.
· Direct the appointment of work stream leads, validate and sign-off respective work stream charters to assure effective execution of integration of Operation functions as per business demands.
· Own and drive overall delivery of integration objectives for the assigned business including synergy targets within respective work streams to support seamless integration and achievement of transformation objectives.
· Direct and ensure compliance to established integration governance and report progress to CEO to support strategic decision making.
Information Technology
· Provide overall direction for the development and enhancement of Saudi Post’s IT strategy and oversee the design and implementation of delivery support and assurance in order to ensure effective translation of business requirements into IT solutions as well as technological innovation, growth and improved customer experience whilst continuously striving to improve the IT efficiency and ensuring operational excellence.
Strategic Advisory
§ Facilitate the development and review of SPL’s overall vision and strategy and contribute to the overall process of corporate management and decision making to ensure organization maximizes its short, medium and long-term profitability.
§ Ensure continuous improvement/ enhancement in the strategic planning and performance process and preparation/enhancement of forms, tools and templates to be used for this process.
Performance
§ Develop the activities of business performance management at the Corporate level and present to the CEO/ Executive Leadership Team the progress on key objectives.
§ Ensure all Key Performance Indicators are objective, realistic and measurable to facilitate their achievement
§ Counsel the tracking of performance on all business KPIs, projects and targets, analyze the reasons behind possible deviations and propose remedial actions in coordination with concerned department.
Stakeholder Management
· Build high levels of trust and understanding with key internal and external stakeholders to promote full compliance with industry regulations and promote broader understanding of the organization’s interests and practices.
Risk Management
§ Counsel the planning and designing and implementation of SPL’s overall risk management process to evaluate and identify and estimate potential risks of postal operation in coordination with concerned departments and authorities.
§ Suggest solutions for risk assessments to analyze risks as well as identify, describe and estimate the risks affecting the business.
§ Ensure risks are reported to all concerned stakeholders, so that they understand the most significant risks, to ensure that they are aware of risks relevant to their functions and to individuals to understand their accountability for individual risks.
Policies, Systems, Processes & Procedures
§ Provide recommendations for the development and implementation of functional policies, systems, processes and procedures, identifying potential areas of improvement to ensure an efficient and effective operation.
§ Ensure assets are in compliance with corporate requirements on adherence to policies, procedures and instructions related to all relevant regulatory directives to ensure a safe and risk-free environment.
Strategy Development and Implementation
- Develop and advise on the implementation of the functional strategy ensuring alignment to organizational strategy and corporate objectives.
- Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the organization.
- Ensure the provision of subject matter expertise for the assigned domain and provide counsel to SPL leadership on all related areas to facilitate the achievement of SPL’s strategy and functional strategies.
- Advise on the continuous achievement of quality and customer experience standards in line with the overall business strategy.
Budgeting and Financial Performance
- Advise the consolidation and recommend the functional budget and monitor financial performance versus the budget so that the business is aware of anticipated costs/revenues, areas of unsatisfactory performance are identified and potential areas of cost reduction or performance improvement opportunities are capitalized upon.
Change Management
- Suggest solutions for change management to continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
Support with monitoring industry trends, market developments, and technological advancements to identify emerging technologies with the potential to impact SPL's business.
Conduct market research and competitive analysis to assess the viability, market potential, and competitive landscape of emerging technologies.
Identify and establish strategic partnerships with technology vendors, startups, research institutions, and industry peers to access expertise, resources, and collaborative opportunities.
Support the development of prototypes and proof of concepts (POCs) to validate the feasibility and effectiveness of selected technologies in addressing specific business challenges or opportunities.
Stand-in culture of continuous learning, experimentation, and innovation within the technology exploration team, encouraging employees to explore new ideas, technologies, and approaches
Strategy Development and Implementation
- Develop and direct the implementation of the functional strategy ensuring alignment to organizational strategy and corporate objectives.
- Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the organization.
- Ensure the provision of subject matter expertise for the assigned domain and provide counsel to SPL leadership on all related areas to facilitate the achievement of SPL’s strategy and functional strategies.
- Lead and direct the continuous achievement of quality and customer experience standards in line with the overall business strategy.
Leadership
- Lead and direct the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing, and motivating team to maximize performance.
- Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements.
- Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the organization.
Budgeting and Financial Performance
- Oversee the consolidation and recommend the functional budget and monitor financial performance versus the budget so that the business is aware of anticipated costs/revenues, areas of unsatisfactory performance are identified and potential areas of cost reduction or performance improvement opportunities are capitalized upon.
Policies, Systems, Processes & Procedures
- Manage the development and the implementation of functional policies, systems, processes, procedures, and controls covering all areas of assigned functional so that all relevant procedural/regulatory requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.
Change Management
- Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
Customer Service Excellence
- Plan and direct the conceptualization and development of customer experience management policies and processes enabling the establishment of a customer centric culture which enhances the customer journey with SPL.
- Direct the review and continuous improvement of customer experience policies and initiatives and assure compliance to defined quality standards to achieve customer service excellence.
Stakeholder Management
- Lead the development and nurturing of strong key business relationships with all relevant external/internal stakeholders with the highest standards of business ethics that maximize opportunities for SPL while ensuring alignment with the organization’s strategic direction and business requirement.
Reporting
- Ensure that all functional reports are prepared timely and accurately and meet SPL requirements, policies, and quality standards.
- Construct variable cost models across all service offerings.
- Build pricing models to enable Sales to sell within defined pricing slabs.
- Develop sophisticated pricing tools to enable pricing customization for strategic accounts or enterprise level customers.
- Define, own and manage a pricing governance framework to ensure our market offers are consistent.
- Collaborate with legal to manage regulatory requirements.
- Develop and own market forecasting for budget and operational annual plans.
- Collaborate with Finance on cost models especially Activity-based costing (ABC).
- Take a proactive role around profitability providing detailed statistically valid analysis to Finance and Operations to manage cost, to the product teams to validate service design.
- Maximize network opportunities across both product design and network cornerstone customers
- Expand existing portfolio of clients for government accounts by understanding their needs and continuously proposing solutions that meet them.
- Approach potential customers to acquire new clients
- Establish strong relationships in order to maximize sales growth and opportunities.
- Identify any potential opportunities in the marketplace to expand SPL business as well as reduce business risks.
- Achieve the defined sales targets quarterly in order to meet Sales annual target of SPL.
- Resolving customer queries and providing support for development of sales strategies.
- Develop strong internal cross functional relationship to serve, solve and manage complaints and client pain areas.
- Participate the Developing, implementing, and maintaining quality assurance processes and procedures to ensure consistent service quality across all customer touchpoints.
- Establish service quality standards, metrics, and Key Performance Indicators (KPIs) to measure and monitor performance.
- Identify and analyse customer needs, preferences, and expectations to inform service improvement initiatives.
- Implement strategies to enhance the overall customer experience and satisfaction throughout the service delivery process.
- Monitor and evaluate service performance using customer feedback, surveys, and other performance indicators.
- Analyse data and trends to identify areas for improvement and make data-driven decisions to enhance service quality.
- Identify inefficiencies or gaps in service delivery processes and recommend solutions to streamline operations and improve service quality.
- Collaborate with cross-functional teams to implement process improvements and best practices.
- Provide training and guidance to service staff on service quality standards, customer service skills, and best practices.
- Promote a culture of service excellence and continuous improvement throughout SPL.
- Ensure compliance with service quality standards, regulatory requirements, and industry best practices.
- Stay informed about relevant regulations and standards and ensure that service delivery practices align with regulatory requirements.
- Communicate service quality goals, strategies, and results to management and relevant stakeholders.
