Senior Executive Operations (ERO)

Blue Dart


Date: 21 hours ago
City: Kolkāta, West Bengal
Contract type: Full time
  • Purpose


Responsible for proactive tracking of DP / Trinity shipments. Also responsible for handling all escalation cases including late deliveries, claims, damaged shipments, lost shipments etc.


  • Key Responsibilities


Responsibilities


  • Drive proactive tracking of DP / Trinity shipments for all customers drive timely deliveries to such customers
  • Ensure regular follow up for all the undelivered cases in the track and close them as per set rules and procedures
  • Ensure clearance of held back cases within the stipulated timelines
  • Ensure appropriate handling of all escalation cases forwarded from the contact center
  • Ensure handling of all customer claim requests as per company policy and procedures
  • Conduct regular monitoring of TAT, RTO, Delivery Strike Rate, Shield Cases etc.
  • Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required
  • Plan for resource requirements for future growth and ensure availability of the same through discussions with the Management
  • Facilitate the branch tracker for any tracking related issues.
  • Coordinate and consult with HO Tracker for escalation or any special cases
  • Key Result Areas and Key Performance Indicators


S. No

Key Result Areas

Key Performance Indicators

1

Ensure Customer Satisfaction for DP /Trinity


  • Ensure the net service levels are met as per targets
  • % Call back commitment being met
  • % undelivered shipments
  • Clearance of held back cases within TAT (number of deviations found)



    • Ensure Effective Customer Complaint Handling in the region


    • % Adherence to defined TATs for
    • Complaints resolution
    • Claims settlement



    • Ensure Performance Driven Culture


    • Adherence to Performance Management system timelines and guidelines



    • Drive employee morale and engagement


    • Employee Attrition (%) in the Region

    How to apply

    To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

    Post a resume

    Similar jobs

    Executive Operations (SCP)

    Blue Dart, Kolkāta, West Bengal
    1 day ago
    v PurposeResponsible for all inbound, outbound and transit operations at the Ground Hub during the shift; Ensure timely and accurate connections of shipments onto the ground network during the shift Key ResponsibilitiesResponsibilitiesOperational Supervise the entire shift operations in terms of inbound, outbound and transit operations for shipments mainly in terms of tally, documentation and loading operations for Ensuring timely and...

    VP, Analytics – Product Insights & Optimization(L12)

    Synchrony, Kolkāta, West Bengal
    3 days ago
    JOB_POSTING-3-73655-2Job DescriptionRole Title : VP, Analytics – Product Insights & Optimization (L12)Company OverviewSynchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry’s most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.We have recently been...

    Marketing Specialist – Cloud and Security Services

    NTT DATA, Inc., Kolkāta, West Bengal
    5 days ago
    Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.Your day at NTT DATAThe Cloud &...