• 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.