Operations Executive-MZN

• Service Center
• Operations

Job Title Service Center Ops:

Function Regional Business:

Reporting to Area Operations Head:

1. Purpose

Responsible for ensuring timely, accurate and profitable delivery of shipments to customers through effective management of all inbound operations at the Service Center

Key Responsibilities:

Responsibilities:

Operational

• Ensure adherence to the operational workflows and standard operating procedures (SOPs) defined for service centre inbound operations

• Monitor the daily in scan and out scan of shipments and related paperwork

• Check pre-alerts to track daily loads at the service centers and plan delivery schedules accordingly

• Conduct daily staff briefings, including communication regarding any operational changes, route changes etc

• Check and hand over delivery sheets to the delivery staff

• Ensure safe, timely and profitable delivery of shipments to customers and reduce instances of undelivered shipments, RTOs etc

• Handle all exception cases at the service center and communicate the same to Hubs, Origins and Customer Services for resolution

• Follow up with origin for non delivery exceptions and alternate instructions; On a daily basis recheck exceptions of the previous day and ensure follow up of the same

• Ensure safe handling of all shipments at the service center and report any damaged cases to the origin

• Handle security exceptions in the service center along with the security team

• Conduct regular audits of deliveries and status updates to ensure correctness of information flow to clients

• Monitor expenses by way of adherence to vehicle log checks daily and ensure timely reimbursement of fuel conveyance expenses to staff/ PDA

• Ensure daily updation, allocation and collection OTM machines for deliveries

• Collect COD cash collected by the delivery staff, cross check the same with the delivery sheet and submit the same to the branch cashier

• Monitor performance of staff in the Service Centre and ensure conduct of trainings for regular staff, PDAs, etc. in line with the training programmes designed centrally

• Ensure adequate manning in terms for full-time employees, PDAs etc

• Generate and maintain MIS related to the service center

People

• Provide direction, guidance and support to employees to help them discharge their duties effectively

Key Result Areas and Key Performance Indicators:

S.no Key Result Areas Key Performance Indicators

1. Drive service quality and excellence • Delivery performance of inbound DP within 4 hours of load arrival

• % undelivered shipments

• % Return to origin (RTOs)

• Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload, closure of exception cases etc

• Achievement of target NPS Scores for the service center

• COD cash tally (Number of instances of errors in cash tally)

1. Drive Operations Process Efficiency and capability • % increase in operational productivity in the service center

o Shipments/FTE

o Net stops / FTE

1. Ensure Performance Driven Culture • Adherence to Performance Management system timelines and guidelines

2. Drive employee morale and engagement • PDA Attrition (%)