Operation Executive

Blue Dart


Date: 3 weeks ago
City: Ghāziābād, Uttar Pradesh
Contract type: Full time
Service Centre - Operations

Job Title Service Centre Ops

Function Regional Business

Reporting to Senior 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 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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