Transport and logistics
Express delivery manager
Locating and delivering goods to precise and demanding delivery specifications.
Summary
The advent and rapid growth of internet-generated sales have created demand for a new breed of logistics professional with the skills needed to locate and deliver goods to precise and demanding delivery specifications – the Express Delivery Manager. This Standard sets out the knowledge, skills and behaviours needed by these senior managers in the technology-led, fast-paced, 24/7 world of express sortation operations. These are not the traditional skills of warehouse management and vehicle fleet management, but the skills of data analysis, key performance indicator-based management, real time business planning, time-critical decision making and innovation in route planning. Typical job titles include, Hub Manager, Sortation Operations Manager, and Delivery Operations Manager. Upon successful completion the apprentice will attain all of the following knowledge, skills and behaviours to become a fully competent Express Delivery Manager
Typical job titles include
- Delivery Operations Manager | Hub Manager | Sortation Operations Manager
Knowledge, skills and behaviours (KSBs)
K1:
Theories and techniques of; strategic business management and business operations, performance management and key performance indicators
K2:
Range of sortation hub services; consolidation, brokering services, collection services and locations used as collection points, concept and processes of reverse logistics
K3:
The importance of route optimisation and the methods used to optimise routes; bespoke and generic hardware and software used to manage deliveries and collections
K4:
Implications of volume and of weight of goods in allocating goods to vehicles and routes
K5:
Factors affecting profitability of delivery or collection. Analysis of route density, achievement numbers and time slot selection
K6:
Principles of commercial, common contract law and insurances as applied to express delivery operations
K7:
Customs regulations applied to international movement of goods; customs bonded storage
K8:
Laws and Regulations applying to transport operations; Operator Licencing, Transport Manager Certificate of Professional Competence, Fleet Operator Recognition Scheme
K9:
Laws and Regulations applying to specific goods; Postal Common Operators Procedures Code, Mail Integrity Code of Practice, controls relating to dangerous or hazardous goods, foodstuffs. Data protection legislation
K10:
The relevance and impact on business operations of legislation for safeguarding young people and vulnerable adults
K11:
Range of Quality Standards used in the sector, the factors that determine which quality standards are used and their impact on business processes
K12:
Determinants of consumer behaviour; ability to influence customer choice Methods of customer relationship management; techniques for building customer relationships
K13:
Methods of communication; face to face, sharing information about service performance, impact of social media on customer communications
K14:
Employment Law as it applies in the sector
K15:
Theories and principles relating to; management of conflict in the workplace, disciplinary procedures and processes, management and development of people, training, coaching and mentoring
K16:
Theories and examples of Business Transformation, principles of business innovation, continuous improvement principles
K17:
The business models for express delivery services; employed, self- employed and mixed fleet couriers, types of contract and payment processes used by companies
K18:
Financial implications of different business models, PAYE employment, self- employment, mixed vehicle fleets, corporate structures
K19:
Methods used to analyse where costs occur in the business process
K20:
Health, safety and security regulations related to goods carried and how these impact on business operations
K21:
The potential environmental and air pollution hazards associated with express delivery, postal and courier services in urban and rural environments
K22:
Range of potential economic contingencies and their impact on business operations
K23:
Principles of business continuity
K24:
Theories of risk management, the range of tools used to manage and mitigate business risk
K25:
Techniques of dynamic risk assessment
K26:
The cyclical and seasonal nature of express delivery demand and strategies for adapting to demand peaks and troughs
Technical Educational Products
- ST0471: Express delivery manager (degree) (Level 6) Approved for delivery
- Reference:
- OCC0471
- Status:
Approved occupation
- Average (median) salary:
- £41,826 per year
- SOC 2020 code:
- 1241 Managers in transport and distribution
- SOC 2020 sub unit groups:
- 1241/03 Dispatch and distribution managers
- 1243/00 Managers in logistics
S1:
Develop and implement business strategies and operational plans for express delivery organisations
S2:
Develop and apply key performance indicators
S3:
Interpret data to manage volume flows through delivery/collection process Create and manage the implementation of company policies and instructions related to collections, deliveries, failed deliveries and returns
S4:
Manage operations to ensure correct labelling and packaging of goods
S5:
Apply commercial and employment legislation in the workplace; comply with legal and regulatory requirements relating to express delivery services, deal with security breaches, and ensure compliance with Data protection legislation
S6:
Demonstrate commercial acumen, manage contracts for sortation and delivery services, Comply with law and contracts in sortation, express delivery, and postal services
S7:
Implement processes for audits in relation to quality standards
S8:
Manage operations to ensure compliance with customs regulations related to bonded goods
S9:
Apply organisation’s policies relating to safeguarding of young people and vulnerable adults
S10:
Ensure vehicle fleet meets legislative and regulatory requirements. Implement quality standards in business operations and ensure that business processes comply with quality standards
S11:
Understand and consistently meet customer expectations, respond to customer’s needs and identify ways to improve customer service
S12:
Develop customer relationships, communicate with current clients. Share information about delivery performance with customers
S13:
Apply knowledge to the writing and presentation of bids to customers for new work
S14:
Be able to line manage people
S15:
Apply performance management based on data, drive the achievement of standards and targets in the operation
S16:
Be able to build and manage teams, demonstrate empowerment of people
S17:
Apply continuous improvement techniques to sortation operations, develop innovative service propositions, and apply technology to sortation activities. Demonstrate confident presentation skills. Present complex data and information in a business format, show how reading and learning influence own performance
S18:
Use data gathered from operation monitoring to track costs in the business. Carry out activity-based costing
S19:
Demonstrate ways to minimise business costs while meeting customer requirements
S20:
Carry out financial analysis, data analysis and data management
S21:
Carry out business forecasting and modelling, propose a financial plan
S22:
Comply with regulations relating to the movement and handling of items, handling goods correctly using lifting and other equipment where appropriate. Manage operations to ensure that appropriate daily equipment or vehicle checks are carried out and rectification of reported faults takes place
S23:
Apply dynamic risk assessment principles to sortation and delivery services. Apply methods to ensure business continuity; create a business continuity plan
S24:
Adapt business processes to both short term and long term changes in the external business environment
Technical Educational Products
- ST0471: Express delivery manager (degree) (Level 6) Approved for delivery
- Reference:
- OCC0471
- Status:
- Approved occupation
- Average (median) salary:
- £41,826 per year
- SOC 2020 code:
- 1241 Managers in transport and distribution
- SOC 2020 sub unit groups:
- 1241/03 Dispatch and distribution managers
- 1243/00 Managers in logistics
B1:
Acts as a company ambassador, shares business core values. Customer focussed, strives to improve service quality
B2:
Authoritative, Confident, Positive
B3:
Engages positively with colleagues and clients, is creative and innovative
B4:
Takes personal responsibility for the environmental impacts of express delivery, postal and courier services and strives to reduce those impacts. All-rounder, Pro-active, Willing to challenge
B5:
People person, Empathy, Recognises good and bad behaviours. Reliable, Accurate, Process driven
B6:
Is calm under pressure and focused on solutions not problems
Technical Educational Products
- ST0471: Express delivery manager (degree) (Level 6) Approved for delivery
- Reference:
- OCC0471
- Status:
- Approved occupation
- Average (median) salary:
- £41,826 per year
- SOC 2020 code:
- 1241 Managers in transport and distribution
- SOC 2020 sub unit groups:
- 1241/03 Dispatch and distribution managers
- 1243/00 Managers in logistics
