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Moustafa Osman Country Manager, DHL

OMAN - Transport

Moustafa Osman

Country Manager, DHL

Bio

Moustafa Osman is an experienced manager in the logistics and trade industry, with both high commercial and operations leadership. He counts 16 years with DHL, having worked and lived in Brussels, France, Singapore, the UAE, Bahrain, Algeria, and Kuwait before being appointed Country Manager in Oman. Prior to his DHL experience, he worked in various sales and operations roles in Europe and then joined Exxon Mobil Paris. He holds a double major in international business and finance from Paris Graduate School of Management.

"We started in 1979, and today we have a huge platform and operations in Oman."
In addition to growing the logistics network in and around Oman, DHL is simultaneously focused on further developing its local team and ensuring their success.
Can you give us an overview of DHL’s operations in Oman?

We started in 1979, and today we have a huge platform and operations in Oman. We have a large warehouse of 3,000sqm, an airplane at the airport that flies five times a day, and about 220 people working with us now. Volumes are increasing, and our operations in Oman in general are well established. We are spread across the entire country covering Salalah, Sohar, Duqm, and Muscat. We have more than 80 trucks and vans, and we cover almost the entire Sultanate. Oman is an important location in our network because it is convenient geographically as well as politically. Our commitment to the country is to invest in a large facility at the airport. It will be larger than the current one, and construction starts in March. With this facility, we are bringing Oman to the global Network of DHL Express global standards to be located in airports similar to the rest of our 220 countries. Other investments will occur in e-commerce fulfillment centers. We will do smaller ones in different cities in Oman. E-commerce is the future, and we want to see this area evolving in the Sultanate in line with Vision 2040.

Do you expect e-commerce to grow further in Oman?

Oman is a big recipient of e-commerce shipments, but it is not a producer of e-commerce business. There are no significant fulfillment centers to help boost that. We want to do this here to help SMEs businesses to sell their products online and go global with a robust network enabling them to reach their customers everywhere. Linking that with Vision 2040, logistics has a full schedule for the vision, and e-commerce has a great importance in the logistics plan. Our plan is to benefit from Oman strategic location and making it a small hub serving some of GCC and Africa. Currently, we work with Yemen, Qatar, and in west Africa. We are building a new intercontinental airport to link Leipzig in Germany to Oman then to Hong Kong.

What are some new digital trends and innovations introduced by DHL?

Our processes are 100% digital—starting from pickup service, booking a shipment, or tracking a shipment. Even the call center is digital. We have introduced GIVR technology for our call center. There is also a chatbox facility on all digital platforms i.e., WhatsApp, web browsers, or DHL Express Mobile App. Customers can write their tracking numbers on WhatsApp, and it will provide them with full information. On the other side, we have automated internal systems for electronic invoicing, quotations, and pricing. We offer our customers different apps for customized services, such as the On-Demand Delivery app or the My DHL app. The On-Demand Delivery app helps customers edit the delivery destination. If you go on a vacation today, you can put your shipment on hold or forward it to another country. The My DHL app helps customers get quotations, make a booking, and request for a pickup without interacting with anyone. Payments are also 100% digital. Internally, digitalization is on top of our priorities. It is one of the main four pillars of our “2025 focus,” along with globalization, sustainability, and e-commerce.

What are the company’s main growth priorities for this year and coming year?

Our goal is to keep growing and focus on what we are doing and help the Omani economy to grow. This year is also about continuing our support for health and wellbeing. During COVID-19, we delivered more than 2 billion doses of vaccines. DHL has delivered the largest amount of vaccines globally, and we will continue to focus on health support. Our goal is health and quality areas. We believe in P=GQ—people equal growth and quality. We care about people. We have been nominated as the best employer in Oman, and we are committed to the Omani market and economy to ensure we drive growth for them.

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