Jaco Vermaak
Operations Manager
Centurion,Gauteng
Summary
Seasoned Operations Manager and talented leader with 32 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.
Overview
32
32
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Operations Manager
EasyFlyers Logistics
6 2023 - Current
- Responsible for overall effective operations for EasyFlyers South Africa
- Ensuring team has necessary tools and knowledge to carry out time critical operation in Southern Africa
- Working closely with all EasyFlyers Branches worldwide to ensure customer's expectations are met
- Build relationships with vendors for road transport, Airline handling and Airlines to obtain the best possible service level.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
- Developed systems and procedures to improve operational quality and team efficiency
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly
- Introduced new methods, practices, and systems to reduce turnaround time
- Implemented quality control systems that boosted overall product consistency and reliability
Manager – Field Engineering
FedEx
06.2019 - 05.2023
- Responsible for a team of nine professionals to ensure the planning and execution of key projects in the Field Engineering vertical in Southern Africa
- Ensure the growth and skills development of the team are undertaken to ensure the training roadmap for P&E is used to its full potential
- Working closely with P&E peers on key projects and act as stand-in during times that senior manager is away to ensure team remains on track and deliver outcomes of each project.
- Accomplished multiple tasks within established timeframes
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
- Developed and implemented business strategies to achieve business goals and stay competitive
- Controlled costs to keep business operating within budget and increase profits
Project Engineer – Field Engineering
FedEx
06.2018 - 05.2019
- Responsible for the planning and execution of key projects for Southern Africa
- Ensure all tasks are on track and project is delivered on time
- Working closely with P&E manager on key projects and act as stand-in during times that manager away to ensure team remains on track and deliver outcomes of each project.
- Provided technical expertise throughout all phases of the project, ensuring accurate execution of designs and specifications
- Maintained records for each project and engineering discipline
- Monitored installation of materials and equipment for compliance with drawings and specifications
- Reduced project timelines with proactive planning and close monitoring of progress
- Reviewed progress controls for project quality assurance
- Determined and scheduled priorities as required to progress engineering work
- Developed detailed project plans to ensure timely completion and deliverables were met
- Improved communication among stakeholders through regular updates and meetings
Integration Lead - TNT Integration
FedEx
06.2016 - 05.2018
- Responsible for the planning and execution of the TNT integration activities for Southern Africa
- Ensure all major milestones remain on track as per the integration plan
- Developing a strong rapport with the functional teams locally as well as at regional office to ensure all dependencies and or conflicts relating to the implementation of the plan is resolved
- As Integration Lead, the key accountabilities are managing, motivating, and leading the various teams to achieve a successful integration delivered within the allotted time frame.
- Partnered with project team members to identify and quickly address problems
- Reduced project completion timeframes through strategic resource allocation and efficient task delegation
- Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information
- Collaborated with cross-functional teams to ensure seamless integration of various project components
- Managed change requests effectively by evaluating impacts on scope, timeline, or budget before approving them in a timely manner to avoid delays or escalations in costs
- Updated customers and senior leaders on progress and roadblocks
- Increased stakeholder engagement by conducting regular status updates and addressing concerns proactively
- Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary
- Led team of engineers in providing design and engineering solutions to various clients and market sectors
Integration Support (Supawsift Integration)
FedEx
07.2014 - 05.2016
- Assisting the PMO in the daily management activities
- Ensure all major milestones remain on track as per the integration plan
- Developing a strong rapport with the functional teams locally as well as at regional office to ensure all dependencies and or conflicts relating to the implementation of the plan is resolved
- Support the tracking of Internal Audit findings to ensure agreed deadlines are met
- Design and submission of the quarterly feedback to Corporate Internal Audit
- Support and track the Profit Improvement initiatives for Southern Africa.
- Collaborated with cross-functional teams to develop comprehensive analytics solutions for business needs
- Developed effective data models to support accurate reporting and forecasting capabilities across various departments within the organization
- Performed extensive validation procedures to ensure accuracy and reliability of all deployed integrations within the BI infrastructure
- Developed user-friendly documentation to facilitate knowledge sharing among colleagues and end-users alike
- Partnered with stakeholders to understand their unique requirements, translating them into functional specifications for robust analytics solutions tailored specifically to their needs
- Designed and developed custom reports, providing valuable insights into business performance
Operations Engineer
FedEx
09.2012 - 06.2014
- Managing the ground operation activities for the Midrand/Pretoria based operation
- Ensuring that Network standards for performance are met as established in performance targets
- Managing 65 Operations Staff, ensuring all targets are met and exceeded
- Responsible for staff planning, recruiting and disciplinary matters
- Budget planning, cost management and control
- Customer liaison and implementing solutions to enhance service offering
- Project implementation and planning
- Implementing regional strategies and initiatives
- Leading service and operational cost management, improvement activities and ensuring the provision of a market leading service to customers.
- Conducted root cause analysis for recurring issues, resulting in long-term solutions and improved system stability
- Trained junior engineers on standard operating procedures, contributing to a knowledgeable and skilled workforce
- Championed a culture of continuous learning and professional development among team members, constantly seeking opportunities for growth
- Troubleshot complex issues under tight deadlines, prioritizing tasks effectively to minimize disruptions to ongoing operations
- Implemented comprehensive preventative maintenance programs for critical equipment, extending its lifespan and reducing repair costs over time
- Participated in regular audits of company assets; identified areas requiring attention or improvement, and recommended appropriate actions
- Managed relationships with external vendors and contractors, ensuring timely delivery of services while maintaining quality standards expected by the organization
Country Operations Manager
DHL
06.2008 - 03.2012
- Managing the ground operation activities for ZA
- Ensuring that Network standards for performance are met as established in performance targets
- Managing 11 Operations Managers routes doing an average of 65,000 deliveries, 45,000 collections and 115,000 domestic moves per month, ensuring all targets are met and exceeded
- Responsible for staff planning, recruiting and disciplinary matters
- Budget planning, cost management and control
- Customer liaison and implementing solutions to enhance service offering
- Project implementation and planning
- Implementing regional strategies and initiatives
- Leading service and operational cost management, improvement activities and ensuring the provision of a market leading service to customers.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Developed and implemented strategies to maximize customer satisfaction
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes
- Increased profit by streamlining operations
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Analyzed and reported on key performance metrics to senior management
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints
- Developed and maintained relationships with external vendors and suppliers
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms
- Reported issues to higher management with great detail
- Assisted in recruiting, hiring and training of team members
Area Operations Manager
DHL
07.2004 - 05.2008
- Managing the ground operation activities for Durban, Richards Bay, and Pietermaritzburg
- Ensuring that Network standards for performance are met as established in performance targets
- Managing twenty-one courier routes doing an average of 16,000 deliveries and 12,000 collections per month, ensuring all targets are met and exceeded
- Responsible for staff planning, recruiting and disciplinary matters
- Budget planning, cost management and control
- Customer liaison and implementing solutions to enhance service offering
- Project implementation and planning
- Implementing regional strategies and initiatives
- Leading service and operational cost management, improvement activities and ensuring the provision of a market leading service to customers.
- Boosted team morale and productivity by fostering a positive work environment and offering regular feedback
- Improved overall operational efficiency by streamlining processes and implementing new systems
- Achieved cost reduction by optimizing resource allocation and renegotiating supplier contracts
- Built strong rapport with vendors, securing favorable terms for contracts and negotiations
- Enhanced regional branch performance by implementing proven management processes to increase revenue
- Set, enforced, and optimized internal policies to maintain responsiveness to demands
Ground Distribution Manager
DHL
07.2002 - 06.2004
- Managing the Ground distribution activities for South Africa from the infrastructure established at the Johannesburg International Airport
- Implementing regional strategies and initiatives, defining resulting operations strategies incorporating local requirements
- Leading service and operational cost management, improvement activities and ensuring the provision of a market leading service to customers
- Developing a strong group of managers and staff (48 heads) at the gateway.
- Developed strong relationships with vendors and suppliers to ensure timely deliveries and accurate inventory data
- Led a team of distribution staff, fostering a positive work environment and promoting professional growth
- Collaborated with other managers to develop comprehensive logistics strategies that aligned with broader organizational goals
Gateway Handling Manager
DHL
11.2001 - 07.2002
- Managing the operations resources and infrastructure established at the Johannesburg International Airport
- Implementing regional strategies and initiatives, defining resulting operations strategies incorporating local requirements
- Leading service and operational cost management, improvement activities and ensuring the provision of a market leading service to customers
- Developing a strong group of managers and staff (42 heads) at the gateway.
- Accomplished multiple tasks within established timeframes
- Managed and motivated employees to be productive and engaged in work
- Maximized performance by monitoring daily activities and mentoring team members
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Maintained professional, organized, and safe environment for employees and patrons
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth
- Onboarded new employees with training and new hire documentation
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members
- Reduced operational costs through comprehensive process improvement initiatives and resource management
Station Manager
DHL
01.1999 - 11.2001
- Managing a team of thirty-eight people, five supervisors
- Responsible for the effective operation of the Parktown office
- Ensuring that Network standards for performance are met as established in performance targets
- Managing sixteen contractors doing an average of 14,000 deliveries and 18,000 collections per month, ensuring all targets are met and exceeded
- Responsible for staff planning, recruiting and disciplinary matters
- Budget planning, cost management and control
- Customer liaison and implementing solutions to enhance service offering
- Project implementation and planning
- Control over customer billing and reconciliation of cash and COD accounts
- Planning and distributing of tasks to be performed by five supervisors.
- Collaborated with regional management to align station objectives with company goals
- Cultivated positive relationships with vendors, suppliers, and contractors to ensure timely deliveries of products or services needed for successful operations
- Streamlined communications between departments to improve overall efficiency within the station environment
- Improved station efficiency by implementing new operational strategies and streamlining processes
- Enhanced employee performance by providing ongoing training, coaching, and feedback
- Evaluated employee performance regularly, identifying areas for improvement and developing action plans accordingly
- Reduced operating costs through effective budgeting and expense management
- Led team meetings to communicate updates, reinforce expectations, and foster open communication among staff members
Operations Manager
DHL
06.1997 - 12.1999
- Managing a team of twenty people, two supervisors
- Responsible for the effective running of the operation at the Randburg office
- Ensuring that all performance criteria for the operation are met/exceeded
- Managing eight contractors doing an average of 4,000 deliveries and 8,000 collections per month
- Responsible for staff planning, recruiting and disciplinary matters
- Budget planning, cost management and control
- Customer liaison and implementing solutions to enhance service offering
- Project implementation and planning
- Control over customer billing and reconciliation of cash and COD accounts
- Planning and distributing of tasks to be performed by two supervisors.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
- Supervised operations staff and kept employees compliant with company policies and procedures
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Developed and implemented strategies to maximize customer satisfaction
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
Operations Supervisor
DHL
03.1996 - 05.1997
- Supervising a team of twelve people in the Sandton operation.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations
- Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the organization
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly
- Oversaw logistics coordination for seamless transportation of goods between various departments and locations
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team
- Conducted performance evaluations, providing constructive feedback and identifying areas for improvement
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts
Customer Services Supervisor
DHL
06.1994 - 02.1996
- Supervising a team of six people in the customer service department at the Isando Head Office.
- Boosted company reputation with exceptional handling of high-priority client accounts
- Mentored junior staff members on best practices in customer service management, fostering professional development within the team
- Managed a diverse team of customer service representatives, fostering a positive work environment for increased productivity
- Increased team efficiency through effective staff training and performance monitoring
- Oversaw conflict resolution efforts, ensuring satisfactory outcomes for both customers and the business
- Developed key performance indicators for the customer service department, driving continuous improvement initiatives
- Collaborated cross-functionally to ensure seamless delivery of products and services to customers
- Analyzed customer feedback data, identifying areas for improvement in policies or procedures
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Followed through with client requests to resolve problems
- Took ownership of customer issues and followed problems through to resolution
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
Service Desk Agent
DHL
07.1993 - 05.1994
- Customer service department Isando dealing with network traces and undeliverable shipments.
- Exceeded performance metrics consistently, achieving top ratings for customer satisfaction and issue resolution times
- Contributed to process improvement initiatives for better service delivery and streamlined workflows
- Provided after-hours support when necessary, demonstrating commitment towards delivering consistent and reliable service to endusers
- Maintained high-quality service standards by adhering to established processes and guidelines
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear solutions
- Assisted in implementing new system rollouts or updates by providing user support during the transition period, minimizing downtime or disruptions caused by these changes
Customer Service Agent
DHL
07.1992 - 06.1993
- Taking customer bookings, enquiries, and trace requests.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation
- Improved overall efficiency by providing constructive feedback to peers during team meetings
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers
Education
Bprim Ed - Education
University of Pretoria
Pretoria 01.1986 - 12.1990
Skills
Problem-Solving
Operations Management
Team Leadership
Decision-Making
Project Management
Staff Development
Cost Reduction
Specifictrainingprograms
- ISO 9002 (External Wynleigh) Certified auditor
- ISO 9002 (Internal SGS) Internal auditor
- Dangerous goods (External IATA)
- Management program Phase 1 (Internal)
- Management program Phase 2 (Internal)
- Initiating disciplinary enquiries (Internal)
- Chairing disciplinary enquiries (Internal)
- Presentation skills (Internal)
- Finance for decision makers (Internal)
- Project Management (External Damelin)
- Cargo handling (internal)
- Interaction management (Internal)
- Diploma in Labour Law (Graduate Institute for Management Studies)
Firstname
Jaco
Personal Information
- Place of Birth: Edenvale, Johannesburg
- Date of Birth: 07/06/67
- Marital Status: Married
Currentaddress
248 Penguin Crescent, Wierda Park, Centurion
Languages
English
Advanced (C1)
Afrikaans
Advanced (C1)
Certification
Diploma in Labour Law
Interests
Carpentry
Accomplishments
- Earned the “5 Star” Award in 2018 for Exeptional management and project leadership
- Earned the “AMEA Performer” Award in 2021 for Exeptional Leadership.
Timeline
Dangerous goods CAT 6 certified
11-2023
Manager – Field Engineering
FedEx
06.2019 - 05.2023
Project Engineer – Field Engineering
FedEx
06.2018 - 05.2019
LEAD 1 Management diploma
01-2017
Integration Lead - TNT Integration
FedEx
06.2016 - 05.2018
Integration Support (Supawsift Integration)
FedEx
07.2014 - 05.2016
Operations Engineer
FedEx
09.2012 - 06.2014
Diploma in Labour Law
12-2009
Country Operations Manager
DHL
06.2008 - 03.2012
Area Operations Manager
DHL
07.2004 - 05.2008
Ground Distribution Manager
DHL
07.2002 - 06.2004
Gateway Handling Manager
DHL
11.2001 - 07.2002
Station Manager
DHL
01.1999 - 11.2001
Operations Manager
DHL
06.1997 - 12.1999
Operations Supervisor
DHL
03.1996 - 05.1997
Customer Services Supervisor
DHL
06.1994 - 02.1996
Service Desk Agent
DHL
07.1993 - 05.1994
Customer Service Agent
DHL
07.1992 - 06.1993
Bprim Ed - Education
University of Pretoria
01.1986 - 12.1990
Operations Manager
EasyFlyers Logistics
6 2023 - Current
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