COURIER OPERATIONS SUPERVISOR

Job Description

Nation Media Group PLC is the largest independent media and digital content company in East and Central Africa. It has a global digital footprint as well as newspapers, television, and radio broadcasting operations in Kenya, Uganda, Tanzania, and Rwanda. We attract unparalleled global audiences and see great opportunities in quality and diverse content that inform, educate and entertain consumers beyond the news. We are committed to empowering Africa through independent journalism set on key values that enable us to provide highly desirable and engaging content that fits into people’s world.

Our commitment to our employees:

We envision being the Media of Africa for Africa. Positively Influencing Society is our mission. We believe in equal employment opportunities and strive to provide a supportive workplace with good facilities and benefits for all our employees. Our values are Continuous Improvement & Innovation, Consumer Focus, We are a Team, Integrity & Trust, and Drive for Performance.

Role overview:

The role is responsible for managing daily courier operations to ensure timely, efficient, and secure delivery of parcels and documents. It involves coordinating drivers, riders, the sales team and customers while upholding high service standards and operational efficiency. The job holder maintains quality service in delivery and collection of parcels and excellent customer relations.

• Oversee and actively participate in daily courier operations by dispatching, routing, and tracking deliveries to ensure timely and efficient service.
• Monitor delivery schedules and ensure on-time performance across all routes.
• Coordinate parcel pickups and drop-offs in line with company service level agreements (SLAs).
• Collaborate with the distribution team to ensure optimal allocation of vehicles, drivers, and riders for successful collection and delivery of courier parcels.
• Verify that all deliveries are accurately completed with proof of delivery maintained.
• Handle escalated customer queries and delivery-related complaints.
• Liaise with clients and management to resolve delivery challenges promptly.
• Track and report key operational metrics, including delivery timelines, success rates, and client retention.
• Prepare daily and weekly performance reports for management review.
• Support digital tracking and automation initiatives to enhance courier efficiency.
• Maintain accurate customer master data in the courier system and update existing records.
• Ensure all inbound parcels are properly recorded and billed in the system.
• Coordinate with upcountry courier teams and distributors on last-mile delivery cost computation and reimbursement.

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