Operation Executive

3 weeks ago

Ghaziabad India Blue Dart Full time

Job Description Service Centre - Operations Job Title Operation Executive Function Regional Business Reporting to Location Incharge - Purpose Responsible for ensuring timely, accurate and profitable delivery of shipments to customers through effective management of all inbound operations at the Service Centre - 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 centres 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 centre 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 centre and report any damaged cases to the origin - Handle security exceptions in the service centre 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 centre 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 centre - COD cash tally (Number of instances of errors in cash tally) - Drive Operations Process Efficiency and capability - % increase in operational productivity in the service centre - Shipments/FTE - Net stops / FTE - Ensure Performance Driven Culture - Adherence to Performance Management system timelines and guidelines - Drive employee morale and engagement - PDA Attrition (%)

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