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Operations - Executive (Chembure)

Operations - Executive (Chembure)

ConfidentialIndia
9 days ago
Job description

Desg - Operations - Executive

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
  • aily 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

    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)

    • Drive Operations Process Efficiency and capability

  • % increase in operational productivity in the service center
  • Shipments / FTE
  • Net stops / FTE

    • Ensure Performance Driven Culture

  • Adherence to Performance Management system timelines and guidelines

    • Drive employee morale and engagement

  • PDA Attrition (%)

    • Eligibility

  • Not in active PIP or under disciplinary action.
  • Minimum educational qualification graduation in any stream.

    • Skills Required

    Operational workflows

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