Sr. Executive

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 (%)