Shiraz Ikram
Operations Manager
Dubai
Summary
Dedicated Operations Manager and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Operations Manager
Royal Smart Limousine
Dubai
01.2023 - Current
- Assessed and targeted customer needs to forge and cultivate productive relationships and maintain top satisfaction levels.
- Prepared and updated employees' daily work schedules and resolved delivery problems.
- Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
- Communicated with customer service and sales teams to improve productivity and service ratings.
- Oversaw team of 800 drivers by reviewing performance to promote timely and efficient deliveries and operations.
- Employed Six Sigma standards to save overtime hours for substantial savings in labor costs.
- Researched distance, traffic patterns and other aspects to determine cost-effective and productive routes.
- Supervised department personnel by assigning and directing daily tasks as well as evaluating performance to enhance productivity and resolve problems.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Organized records of vehicles, schedules and completed orders.
- Collaborated with planner to schedule and implement backhaul processes to meet third-party backhaul goals.
- Reviewed and negotiated contracts with carriers to optimize shipping costs.
- Promoted brand at industry events and through ongoing networking efforts.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Created and enforced detailed organization processes to increase quality and service
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Developed and maintained knowledgeable and productive team of employees.
- Prospected for leads to build pipeline and convert to sales opportunities.
- Tracked production and quality control systems to proactively identify deficiencies.
- Negotiated contracts with outside providers and rates for facility leases to minimize costs
- Collaborating with other departments, such as fleet management, customer service, and logistics, to ensure smooth operations.
- Coordinate with the scheduling team to allocate drivers and vehicles for different assignments.
- Monitor and maintain the company's fleet of limousines, including regular inspections, maintenance, and repairs.
- Coordinate with the fleet team to ensure vehicles are properly cleaned and stocked with necessary supplies.
- Track vehicle usage, fuel consumption, and mileage to analyze costs and optimize resource allocation.
- Recruit, train, and supervise a team of professional drivers.
- Schedule shifts and assignments for drivers based on client demands and availability.
- Conduct performance evaluations, provide feedback, and address any issues or concerns that arise.
- Implement and maintain quality standards for services, ensuring that all chauffeurs meet or exceed customer expectations.
- Handle customer inquiries, complaints, and special requests in a prompt and satisfactory manner.
- Regularly monitor customer feedback and take necessary actions to address areas for improvement.
- Ensure compliance with local transportation regulations, permits, and licensing requirements.
- Establish and enforce safety protocols, including driver training on defensive driving techniques and adherence to traffic laws.
- Stay updated on industry trends, technological advancements, and best practices to enhance safety and operational efficiency.
- Collect and analyze operational data, such as revenue, expenses, utilization rates, and customer satisfaction metrics.
- Generate regular reports and present findings to senior management, identifying areas of improvement and proposing solutions
Senior Transportation Executive
Nirvana Travel And Tourism
Dubai
09.2019 - 12.2022
- Coordinate the scheduling and dispatching of vehicles and drivers to ensure efficient and timely transportation services.
- Monitor routes, traffic conditions, and driver performance to optimize daily operations.
- Implement protocols for vehicle maintenance and safety checks.
- Handle and respond to customer inquiries, complaints, and requests via email in a professional and timely manner.
- Maintain clear and effective communication with clients, partners, and team members.
- Plan and oversee transportation logistics for special events, tours, and excursions, ensuring seamless execution.
- Collaborate with event planners and clients to customize transportation solutions to meet specific event requirements.
- Manage transportation hubs, terminals, or contracted locations. ensuring they are well-maintained and fully operational.
- Implement safety and security procedures at sites to safeguard passengers, drivers, and company assets.
- Maintain and expand the company's fleet, optimizing vehicle utilization and procurement.
- Overseeing vehicle registration, insurance, and compliance with regulatory requirements.
- Monitor and control transportation budget, tracking expenses and optimizing cost-effectiveness.
- Analyze financial data to identify areas for cost reduction and revenue enhancement.
- Lead and motivate a team of transportation professionals, including drivers and support staff.
- Provide training and development opportunities to enhance team performance.
- Implement and maintain quality control measures to ensure high standards of service delivery.
- Gather and analyze customer feedback to continuously improve services.
- Stay updated on transportation regulations and ensure company compliance with local, state, and federal laws.
- Handle permits, licenses, and reporting requirements as necessary.
- Contribute to the development and execution of long-term transportation strategies to support the company's growth and goals.
- Identify opportunities for expansion and new business ventures in the transportation sector.
- Collaborate with external vendors and transportation partners to establish and maintain beneficial relationships.
- Negotiate contracts and agreements to optimize service offerings and costs.
- Collect and analyze data related to transportation operations and performance.
- Generate regular reports to provide insights and support data-driven decision-making.
Operations Team Leader
Royal Smart Limousine
Dubai
10.2016 - 08.2019
- Supervising Back Office Operations: Ensuring the efficient functioning of the back office, which includes administrative tasks, record-keeping, and documentation related to vehicle maintenance, driver schedules, and customer reservations.
- Managing Call Center Operations: Overseeing the call center team, ensuring they provide excellent customer service, handle reservations, inquiries, and complaints professionally, and meet performance targets.
- Site Operations: Supervising on-site operations, including vehicle dispatch, maintenance, and monitoring the cleanliness and appearance of vehicles, ensuring they meet company standards.
- Working closely with the Operations Manager to allocate resources, such as drivers and vehicles, effectively to meet customer demand while optimizing operational costs.
- Implementing and monitoring quality control measures to maintain high service standards, which may include regular vehicle inspections, driver training, and feedback mechanisms.
- Maintaining accurate records, generate reports, and communicate operational performance data to the Operations Manager for evaluation and decision-making.
- Lead and motivate my team, providing guidance, training, and support to ensure they perform their duties effectively and in alignment with company policies.
- Focus on ensuring a high level of customer satisfaction by addressing customer concerns, resolving issues, and continuously improving service quality.
- Compliance and Regulation: Ensure that all operations, including driver and vehicle documentation, comply with local and national regulations and safety standards.
- Communication with Operations Manager: Regularly update the Operations Manager on the status of back office, call center, and site operations, and collaborate on strategies for continuous improvement and operational efficiency.
- Develop and implement emergency response procedures to handle unforeseen situations, such as accidents or vehicle breakdowns, effectively and minimize disruptions to service.
- Assist in identifying opportunities to reduce operational costs while maintaining service quality, and work with the Operations Manager to implement cost-saving measures.
Country Manager
Modern Coast Express Limited
Kampala
01.2012 - 08.2016
- Assisted passengers to foster safe loading and unloading from buses during normal transport and emergency situations.
- Gathered information on competitor activities and market trends to enhance strategic decision-making.
- Fueled and performed pre-trip and post-trip inspections to support safe operating condition of vehicle.
- Advised passengers of appropriate behavior to reinforce posted rules and maintain passenger safety.
- Recruited, trained and coached Number-member team to support company growth.
- Reported vehicle traffic violations, vehicle damage, and accidents to management to comply with legal and insurance obligations.
- Monitored students and other passengers during transit to encourage safe transport.
- Complied with personal grooming and conduct guidelines and regulations to promote high standard of professionalism.
- Devised promotional and advertising plans to enhance product positioning and global brand marketing development.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Transported passengers safely along prescribed routes according to tight schedules.
- Onboarded new employees with training and new hire documentation.
- Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
- Received excellent customer reviews for friendly, punctual transport services.
- Retained bus system, route and stop knowledge for informative customer advice.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Acted calmly, productively and professionally under pressure for helpful emergency response.
- Improved marketing to attract new customers and promote business.
Education
Bachelors - Public Administration
Islamic University in Uganda
Kampala Uganda 01.2012 - 07.2016
Skills
Work flow planning
Timeline
Operations Manager
Royal Smart Limousine
01.2023 - Current
Senior Transportation Executive
Nirvana Travel And Tourism
09.2019 - 12.2022
Operations Team Leader
Royal Smart Limousine
10.2016 - 08.2019
Country Manager
Modern Coast Express Limited
01.2012 - 08.2016
Bachelors - Public Administration
Islamic University in Uganda
01.2012 - 07.2016
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