Ralph Chigoya
Dubai
Summary
Spearheading Sort Operations at FedEx, utilizing my superuser knowledge of Sort Technology (UDS, SCADA, GRSIS), my role is pivotal in managing a robust multi-talented team, ensuring on-time express cargo receipt, sorting and dispatch, and maintaining compliance with destination, aviation security and customs regulations. We foster a culture of excellence, reflected in the achievement of Hub of the Year and an exceptional Avsec Audit rating for the Dubai Hub. With over 20 years of Express Courier gained over several geographical placements, my express cargo, warehouse, and people management expertise and analytical skills drive success in navigating complex logistical challenges. At FedEx, we are committed to delivering outstanding service quality while effectively managing costs and championing change to provide the best customer experience in the logistics industry.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Manager Sort Operations - DXB - DWC
Federal Express
09.2022 - Current
- Accomplished multiple tasks within established timeframes - planning, implementing the move from DXB to DWC within project timelines.
- Cross-trained existing employees to maximize team agility and performance - planning/engineering, security, ramp,
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities - lead a collaborative team of 8 culture champions
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions - DWCH new FedEx site
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization - Own staffing versus Contingent/Vendor Staffing
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality - Ground Handling Contract
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development - SAVE Tool, ULD Control Tool
- Reduced operational costs through comprehensive process improvement initiatives and resource management - 70% down trend on Staff Overtime
Manager Operations Control
FedEx
08.2019 - 08.2022
- Managing a team of 22 professionals
- Control Tower/Room for FXE Middle East Operations - 5 Wide Body Network Flights & over 40 Origins & Destination: -Ontime Freight Dispatch, recovery & exception management -Airline space management -Contingency Activation & Management -Consolidation -Reporting
- Middle East Road Network - DXB Hub Originating and Terminating
- Aviation Security Compliance - policy review, communication & implementation
- Quality Driven Management/ISO
- Customs Regulatory Compliance - Policy review, lobbying, communication & implementation
- Cost leadership - delivering great service quality
- Culture & Change leadership - responsible for teams' culture buying and transformation (Learning, Order, Caring & Results)
- External Stakeholder Management - Commercial Airlines, Ground Handling, Airport Authorities, Customs Administration
- Internal Stakeholder Engagement - cross functional teams & interdepartmental
- Contract Management - Commercial Air, SGHA, Preventive Maintenance
Manager Hub Operations
Federal Express
05.2017 - 08.2019
- Staff Leadership - over 80 employed and subcontractors, diverse cultured staff
- Custom - ensuring leadership on customs compliance in regard to shipment movement and processing
- Aviation - ensuring all shipments passing through Dubai Hub as a transit port are appropriately sterilized in line with Aviation Security Standards
- Operations - ensuring shipments are processed in line with TNT operational procedures
- Customer Support - on time shipment connection to achieve customer promise
- Stakeholder Management - Staff, Ground Handling Agent, Suppliers, internal stakeholders (Finance, Procurement, Fleet, Sales)
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security - locked in GHA contract into a single billing item based on weight/kilo rate as opposed to single line items - eg AWB fee, Inter terminal Transfer fees, etc.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Controlled resources and assets for department activities to comply with industry standards and government regulations - Tugs, Shelving, Vehicles, Scales calibration
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Air Hub Manager - DXB
TNT Express
03.2015 - 04.2017
- Senior Leadership Role - Reports to Director Global Hubs
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- 2 million Tonnes monthly to 38 Destinations by commercial 2 Network flights (777), Depot Shuttles, Middle East Road Network serviced EUR700K monthly Global Transit Hub P&L
- Aviation Security Centre of Excellence - ensuring all shipments passing through Dubai Hub as a transit port are appropriately sterilized in line with Aviation Security - Europe/TSA Standards
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed budget implementations, employee evaluations, and contract details.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures - Hub of the Year 2015/2016
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Negotiated with suppliers to secure better pricing, reducing operational costs while maintaining product quality.
Country Director Operations
DHL Express
03.2013 - 01.2015
- Senior Leadership Role - Reporting to the Country MD
- Highlight - streamlined the business cost model to a positive profit of 53%, revenue Growth of 18%
- Country Operations, PUD, Service Centre, gateway, hub & cBorder Station Management, Supplier Management - fleet/trucking, domestic linehaul, air network, outsourcing Services (Clearance, Data Entry, fleet)
- Cross Border Traffic - Sea, Road in country, road transit
- Customer Operations Support - tailor made logistics for service parts, road transport, cold chain, medical express, etc
- Staff Leadership - 60 staff across the country - 4 borders stations, 3 Service Center
- Compliance - Customs, Aviation Security, Road Transport, Environment, Operational Quality Management, Financial Reporting
- Customs Legislation & Procedures Lobby Group Member
- Business Development - backfill and road services
- Project Management
Senior Manager Regional Operations
DHL Express
03.2009 - 02.2013
- 14 Countries - Regional Ground and Gateway Operations - P&L EUR4million, Ground and Gateway Operations service by commercial air Mauritius, Madagascar, Malawi, Seychelles, Comoros, Mayotte, Reunion, 3 road network (Gaborone, Swaziland, Lesotho), 4 Network Flights - Zimbabwe, Namibia, Zambia)
- Compliance Implementation & Monitoring - Code of Conduct, Customs, Aviation Security, regulatory framework, Incident Reporting, Escalation
- Strategy Implementation - top down driven for Operational Excellence and Efficiency
- Stakeholder Management - Customs Administration, RKC immediate Release Guidelines (IRGs), Authorized Economic Operators
- Air Network Route Feasibility Studies, & Development - Pemba, Lusaka, Beira, Lilongwe, Gaborone, Madagascar & Port Louis (MU), DXB-LUN
- Commercial Air Network Planning & Management
- Project Management - Outsourcing Data Entry, Fleet Management, Service Centre Optimization, Facility Designing (Zambia, Madagascar, Mauritius - Port Louis, Harare Gateway relocation)
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, policies and procedures.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs.
- Evaluated hiring, firing, and promotions requests.
- Negotiated high-value contracts with new suppliers, securing better pricing and terms, which improved profit margins.
- Developed and executed successful training program for junior managers, equipping them with essential leadership skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Country Operations Manager
DHL Express
05.2007 - 05.2009
- Operations Manager - Zimbabwe (stint in Angola) DP DHL
- Country Senior Manager Role - Reporting to Country General Manager
- Country Operations - 40 Staff - managed an operation in a country with the highest ever recorded inflation in the world, yet achieved transit time targets set
- Gateway Operations
- Customs Clearing Compliance
- Aviation Security Compliance
- Industrial relations & Dispute resolution
- Pickup and Delivery productivity management - 2 country service centres and subcon deliveries
- Stakeholder - Customs, GHA, Civil Aviation, Airport Police
Air Operations Manager
DHL
12.2005 - 04.2007
- Staff Compliment of 18 - Achieved Best in Class Gateway (Silver) for HRE Gateway 2006, lobbying for deminimus value to be USD pegged in light of the inflation
- Customs Compliance, clearance and management
- Opening of a new Gateway, hence direct flights capability into Bulawayo - second largest city in ZW to decentralize customs clearance from Harare to improve transit times
- Airline Capacity Management
- Gateway Data & System Management
- Customs Risk & Duty Management
- Gateway Fleet Management
- Quality Management - Global Standard Operating Procedures
Various Junior to Supervisory Roles
DHL
08.2002 - 12.2005
- 3 Network Flight Management - Malawi, Zambia, Zimbabwe
- Shift Roaster Staffing Management
- Customs Clearing
- Inventory Management
- Data Management
- Load control, Manifest and break bulk
- Duty calculations & Customer Advices
- Physical examinations
- Customs Declarations
- Customs Voucher of corrections (wrong classifications)
- Tariff classification
Customer Service Agent
Expeditors
08.1998 - 07.2002
- Duty calculations, Customer Advice
- Physical examinations
- Entry Framing
- Voucher of corrections
- Tariff classification
Education
Aviation Security Management -
Concordia University
Montreal, Canada07.2016
Operations Management -
University of Cape Town
Western Cape, Cape Town, South Africa07.2016
Logistics, Traffic, Customs, and Transportation -
University of Canberra
Canberra (Online - DHL Cohort)12.2005
Customs Administration, Customs Legislation & Procedures -
Customs Training Services
Harare, Zimbabwe12.2001
Skills
- Team Management
- Performance Management
- Operations Management
- Contract Management
- Staff Management
- Complex Problem-Solving
- Cross-Functional Teamwork
- Project Management
- Teamwork and Collaboration
- Computer Skills
- Effective Communication
- Adaptability and Flexibility
- Interpersonal Relations
Accomplishments
- Achieve timelines to move FedEx Hub from DXB to DWC by completing project task execution with accuracy and efficiency - improving to 95% of connections within 18-24hours of arrival in DWCH
- Supervised team of 55 staff members.
- Collaborated with team of planning, engineering in the development of DWC Hub project Team.
- Documented and updated SOPs in the new Hub and resolved which led to improved connectivity of customer packages.
- Resolved service issues associated with a new hub/site movement through consumer testing and acceptance of service offering
Certification
Dealing with a Difficult Boss
Currentlocation
Dubai, United Arab Emirates
Personal Information
Title: Manager Operations Control at FedEx
Fitness, Travelling, Nature, Volunteering
- Regular exercising, health lifestyle, work life balance
- Nature loving - from green Africa to brown UAE - appreciating the diversity of countries and integrating the differences
- Volunteering with food distribution during Ramadan.
Timeline
Manager Sort Operations - DXB - DWC
Federal Express
09.2022 - Current
Manager Operations Control
FedEx
08.2019 - 08.2022
Manager Hub Operations
Federal Express
05.2017 - 08.2019
Air Hub Manager - DXB
TNT Express
03.2015 - 04.2017
Country Director Operations
DHL Express
03.2013 - 01.2015
Senior Manager Regional Operations
DHL Express
03.2009 - 02.2013
Country Operations Manager
DHL Express
05.2007 - 05.2009
Air Operations Manager
DHL
12.2005 - 04.2007
Various Junior to Supervisory Roles
DHL
08.2002 - 12.2005
Customer Service Agent
Expeditors
08.1998 - 07.2002
Aviation Security Management -
Concordia University
Operations Management -
University of Cape Town
Logistics, Traffic, Customs, and Transportation -
University of Canberra
Customs Administration, Customs Legislation & Procedures -
Customs Training Services
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