Sr. Executive

Job Description Service Centre Head Job Title Service Center Head Function Regional Operations Reporting to Area Operations Head - Purpose Responsible for all inbound and outbound operations at the Service Center and ensuring timely, accurate and profitable delivery of DP/Etail/INTL shipments to customers - Key Responsibilities Responsibilities Operational - Responsible for supervising daily inbound and outbound DP/Etail/NTL operations at the Service Center - Analyze load patterns on a periodic basis to plan pick-up and delivery routes for first and last mile connectivity to customers - Monitor daily loads and plan delivery and pick-up schedules accordingly - Ensure timely pickups (call pickups or registered pickups) and receipt of shipments from service providers including PDA and Parcel Shop. - Ensure safe, timely and profitable delivery of shipments to customers and work towards reduction of instances of undelivered shipments, RTO instances, etc. - Monitor regulatory paperwork (e-waybill etc.) for completeness and accuracy; Ensure coordination with origin/customer in case of incomplete paperwork. - Ensure availability of sufficient vehicles for inbound / outbound operations - Ensure safe handling of all shipments and report any damaged cases to the origin/ hub - Oversee the work of supervisors to ensure adherence to the operational workflows and standard operating procedures (SOPs) - Handle all exception cases; On a daily basis check on the exceptions of the previous day and ensure follow up for closure/ resolution of the same - Monitor attendance and leaves for the staff on a daily basis and plan operations accordingly - Conduct daily staff briefings, including communication regarding any operational changes, route changes etc - Monitor performance of service centre and ensure conduct of trainings for regular staff, PDAs, etc. in line with the training programmes designed centrally - Generate and maintain MIS related to the PDA/MPC billing. People - Provide direction, guidance and support to employees to help them discharge their duties effectively - Monitor the performance of the team on a continuous basis to identify key performers - Mentor and coach subordinates to develop the team's capabilities and build a robust succession pipeline - Ensure that the Service Centre is adequately staffed as per the manpower requirements - Ensure high level of employee engagement and retention of key performers - Key Result Areas and Key Performance Indicators S. No Key Result Areas Key Performance Indicators Optimize costs in the Service Centre - % reduction in overall Operating Costs for Service Centre (i.e. OCPK and OCPM) - Adherence of vehicle procurement cost per kilometer within set threshold level - PDA /MPC Productivity monitoring - % reduction in market car hire costs Drive service quality and excellence in the Service Centre - Timely connectivity of outbound loads to the Hub (% compliance) - Timely updation of status (in scan, out scan, exceptions, Proof of Delivery, Delivery Challansetc) in the system (% compliance within TAT) - Adherence to SOPs (measured in terms of number of non-compliances/ deviations) as observed in audit - % Exceptions closed within TAT Ensure Security of Shipments - Number of open regional security related cases in the Service Centre Ensure Regulatory Compliance - Compliance to all applicable regulatory requirements and paperwork Drive Operations Process Efficiency and capability - % increase in operational productivity in the Service Centre (measured as shipments/ employee) Ensure Performance Driven Culture - Adherence to Performance Management system timelines and guidelines Support Employee Capability Building - % Key positions within team with identified successors / potential successors Drive employee morale and engagement - Employee Attrition (%)