Manager Operations (KSW)

• Purpose
  
  
  

Responsible for all inbound, outbound and transit operations at the hub and ensuring timely, accurate and profitable delivery of shipments as per defined processes and policies. Also responsible for supervising activities related to Fleet, Regulatory and Operations & Customer Support at the Ground & Rail Hub

• Key Responsibilities
  
  
  

Responsibilities

Operational

• Ensure the timely and profitable delivery of shipments to customers as per contractual terms and conditions through effective management of the Ground Hub Operations
• Drive adherence to Standard Operating Procedures in the Ground Hub
• Monitor the Ground Hub operations performance against the set targets/ performance benchmarks and identify and drive implementation of corrective actions in consultation with Head - Air Hub
• Design the operational workflows, procedures and Standard Operating Procedures (SOPs) for the Ground Hub Operations, in conjunction with the Head – Ground Hub
• Ensure that all network connections are done on time and as per commitments
• Oversee all ground operations in terms of tally, documentation and loading
• Oversee all daily inbound, outbound and transit operations at the Ground Hubs (including Point to Point loads, Multi-level billing operations, EDL/ ODA operations)
• Oversee operation support activities as per defined timelines and requirements in terms of mail reverts and handling of all exception cases e.g. regulatory issues, priority/ urgent shipment connections, etc.
• Ensure smooth rail network operations in terms of receipt of loads to and from the railway stations and timely load connections
• Ensure appropriate completion of all necessary regulatory clearances and paperwork (octroi, sales tax, etc.)
• Responsible for liaising effectively with local statutory, civic and Government bodies for resolution of any local issues for ensuring smooth operations of the Ground Hub
• Oversee fleet operations to ensure availability of sufficient vehicles for network and feeder runs; Ensure coordination with the Regional Fleet Team for activities related to vendor identification, procurement, market hiring, etc.
• Ensure handling of all operations and customer support activities as per defined timelines and requirements in terms of mail reverts and handling of all exception cases e.g. regulatory issues, priority/ urgent shipment connections, etc.
• Ensure adherence of operations teams to safety, health and environmental requirements
  
  
  

People

• Provide direction, guidance and support to the employees to help them discharge their duties effectively
• Ensure capability building for the team
• Key Result Areas and Key Performance Indicators
  
  
  

S. No

Key Result Areas

Key Performance Indicators

Drive service quality and excellence in the Ground Hub

• Timely connectivity of inbound loads to the PUD / DCs (% compliance)
• % Stock lying at hub (SLAH)
• Timely updation of status (in scan, out scan, exceptions etc) in the system (% compliance within TAT)
• Adherence to SOPs (measured in terms of number of non-compliances/ deviations) as observed in audit
• Number of instances of misroutes and misconnections
  
  
  

Ensure Network Health

• Adherence to network timelines ( number of instances of delays in departure schedules of network vehicles)
• % connectivity of shipments picked up within the cutoff times to scheduled network runs
  
  
  

Ensure Fleet availability and utilization

• % adherence to timelines for availability of fleet (network, feeder and milk-runs)
• % Fleet utilization for all network and feeder runs from the hub
  
  
  

Ensure Regulatory Compliance

• Compliance to all applicable regulatory requirements and paperwork (number of cases of non-compliance as found in audit)
  
  
  

Drive Operations Process Efficiency and capability

• % increase in operational productivity in the hub (measured as shipments/ employee or tonnage/ employee)
  
  
  

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines