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Operations Manager, Warehousing

Sector:  OXAGON
Division:  Supply Chain & Logistics


NEOM is a new vision of what the future could be. It’s an attempt to do something that’s never been done before and it’s coming at a time when the world needs fresh thinking and new solutions. Put simply, NEOM will not only be a destination, but a home for people who dream big and who want to be part of building a new model for sustainable living.

NEOM Supply Chain & Logistics (SC&L) Division’s role is to lead the design, implementation, and ongoing execution and management of the world’s first fully integrated physical and digital Supply Chain from green field, serving NEOM and the region with intelligent, sustainable, and autonomous solutions


The role of the Operations Manager is full leadership, operational and financial responsibility for managing a safe, efficient operational standards and profitable site for the organization and the customer(s).


  • Build, develop and lead a dedicated team; within a compliant, safe, and secure operational environment
  • Implement and ensure smooth and effective operations relating to the receipt, storage, value-add services, and dispatch of goods within NEOM operations, focused on meeting customer’s needs
  • Support process definition, development, and implementation of appropriate digitalization implementations e.g., Warehouse Management System (WMS), automated solutions
  • Ensure and maintain strong relationships with senior management/stakeholder within SC&L, business divisions and wider NEOM organization
  • Engage with senior customer representatives





  • Analyze and understand health and safety related risks for all employees and visitors, take action to reduce or eliminate these risks according to a prioritized plan
  • Take full responsibility for managing and running a safe operation and driving a Safety-First Culture with all individuals on site by applying and improving the Safety Standards
  • Driving continuous improvement by removing barriers to improved performance across the site where necessary
  • Leverage Behavioral Based Safety (BBS) program as a daily way to confirm behaviors and processes
  • Review incident investigations within the workplace, respond to escalated issues of non-compliance and ensure relevant safety regulations and procedures are adhered to



Building the Team

  • Identify, recruit, and engage resources to build the team and onboard new hires with proper induction programs
  • Lead, guide, evaluate and develop a site management team to ensure the site can achieve its safety, delivery, performance, and business objectives, and comply with all relevant regulations and laws

Objectives & KPI’s

  • Approve key operational activity processes including scope, organizational role & responsibilities, productivity measures, including the targets of each KPI
  • Align Objectives & KPIs applicable to your team and how they impact on site results, including the expected frequency for tracking them, how the results are calculated, and which report they can find the results on - including communication to new leaders on your team as part of onboarding process (Include Regulatory objectives and multi-year responsibility)

Roles & Responsibilities

  • Define Roles & Responsibilities (R&R) of your site/s and maintain
  • Involve and align the structure with Human Resources, including their support on ensuring all site's new leaders receive their R&R as part of their onboarding process
  • Align R&R applicable to your team and ensure they are trained and prepared to execute the expected activities
  • Communicate R&R applicable to your team and ensure they are trained

Operational Excellence & Efficiency Strategy

  • Support development of operational execution efficiency management system including Time and Data Management (TDM) to support Monitor operation's span of control
  • Build a strategy to adjust it with site management team (Shift Managers, Supervisors, Team Leader) where needed


Resource Planning

  • Align volume forecast with customers (internal & external) and review monthly resource planning, developing a labor strategy for next month / period
  • Recommend opportunities for NEOM SC&L to develop, enhance, or modify products/services/innovations and the infrastructure, equipment and IT systems within the warehouse operations

Performance Tracking

  • Track operation's overall performance (productivity including time, deviation, and people availability), understanding overall performance and deviation
  • Support shift managers on specific issues escalated
  • Define and track key measurables and KPI’s. such as lost time injury (LTI), safety & quality audit performance, agreed customer KPI’s, quality inspection, inventory accuracy, productivity, employee attendance, overtime costs versus budget
  • Understand deficiencies with management team and where required develop and lead appropriate action plans




Quality Management and Health & Safety Management Systems

  • Support ongoing development and fulfilment of both Quality Management and Health & Safety Management Systems
  • Be the senior site representative and point of contact in all Quality & Health & Safety Management related activities and compliance requirements


Processes & Work Instructions

  • Ensure that Standard Operational Procedures (SOP) and Work Instructions (WI) of operational processes defined, up to date and maintained, available at relevant place for employees and that employees are working according to the standard established

Performance Reviews

  • Enable site management team to perform their activities, understanding which actions are needed to improve their performance, through appropriate performance meetings
  • Conduct Performance Management Meetings with site management team to review performance KPIs and action and development plans  
  • Prepare and discuss operation's overall performance, based on standard Management Review Process (MRP), with Head of Contract Logistics & Warehousing
  • Support Head of Contract Logistics & Warehousing and SC&L leadership team with internal business and customer reviews
  • Work with finance team to track and manage operation's financial performance
  • Track Suppliers performance within agreed SLA measurables

Gemba: Standards Confirmation

  • Conduct Gemba confirmation walks within your site to validate if agreed routines are in place as expected and if there are any opportunities / challenges
  • Track Total Injury Frequency Rate of your site and understand deviations
  • Conduct Standard Confirmation for Security, regulatory and environmental requirements


  • Discuss and approve improvement actions that involve customer requirements and SLA's, additional resources and financial investments, via weekly performance review with site management team
  • Support the team during the implementation of improvement actions by providing the necessary resources and investments
  • Track improvements on site
  • Support site management team by enabling operational and leadership trainings within operation, setting and building the right infrastructure to deliver them, including any required trainers, trainings program and materials
  • Engage leadership team on CI initiatives, such as safety walks, Gemba walks and operational standardization programs
  • Track improvement savings of your site


Recognition Program

  • Approve Recognition Program activities and involve appropriate leadership where necessary (Include succession plan and talent agenda)
  • Active site engagement with site management team and employees, presenting site's results, priorities and promoting engagement within the team
  • Promote the wellness culture within the site, participating on the initiatives set and involving the SC&L leadership and customer when applicable



Operational Delivery

  • Control your operational processes (inbound, picking, outbound, VAS, etc), fulfilling service level agreed and deadlines established

People Management

  • Lead by example to reinforce behaviors associated with NEOM culture and values
  • Support site management team in assessing potential, developing talent and succession planning
  • Responsibility for recruiting and developing direct reports and managing performance within local guidelines
  • Support Head of Contract Logistics & Warehousing and local HR Business Partner regarding any employee/industrial relations matters


  • Ensure adequate security measures are in place to protect the site premises, including the safety of personnel, NEOM assets and of the customer's product
  • Ensure an effective deployment of NEOM security framework and requirements across the site
  • Involve customers and employees in these activities to ensure awareness of all relevant risks, and an effective response to all threats is implemented in the site

Regulatory Compliance

  • Maintain processes and required statutory qualifications to ensure compliance with all relevant regulatory and local legal obligations
  • Ensure the appropriate communication, understanding and compliance with all relevant NEOM policies takes place
  • Review practices against the requirements of legal compliance regularly and implement a formal process to address any issues



  • Act as the first point of contact for the customer relating to site operation matters and build a good relationship to develop trust and ensure strong engagement
  • Conduct regular reviews (e.g., monthly) with customer on operational performance and delivery against the agreed KPIs
  • Ensure the Customer Satisfaction Survey for the site takes place as scheduled. Define, agree and implement relevant actions to close gaps that have been identified
  • Build and grow relationships with all relevant internal stakeholders & Service Management
  • Actively drive NEOM SC&L sector and customer engagement plans
  • Support Business Development / Account Management on contractual and commercial issues and customer renewal planning
  • Identify opportunities for innovative product & solution development and provide recommendations for new areas of business development
  • Support SC&L leadership in the development of customer joint business plan and ensure execution of plan
  • Foster exchange of best practices within and across BU/ sectors, i.e. within SC&L and wider NEOM.
  • Build and grow close relationships with BU senior management and sector experts to ensure consistent sector strategy across NEOM SC&L



  • 10+ years of managing an operation/warehouse(s) within GCC region is an advantage
  • Bachelors Degree in logistics, supply chain or related subject / and / or relevant industry experience
  • Ability to report and respond at senior level
  • Team builder with ability to develop and deploy short, medium and long term resource plans, to attract, develop, motivate, retain and lead a high-performing team
  • Leadership skills, experience in managing several reporting layers below
  • Strong understanding and experience of operational processes
  • Capability of developing, leading and project managing implementation of start-up plans for a new site and operation
  • Ability to drive Standards within the operations
  • Customer interface experience at senior operational level is a must, able to build and maintain relationships
  • Stakeholder management and able to influence
  • Communication and presentation skills
  • Ability to lead and manage change
  • Negotiation & decision-making skills
  • Good balance of safety, performance, and results oriented
  • Respectful leadership approach
  • Experience in managing costs / P&L
  • Planning & organizing skills
  • Excellent communication & presentation skills
  • Experience in product R&D and innovation desirable
  • Able to manage others to get things done whilst working independently
  • Fluent English language skills required
  • Strong hands-on mentality


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