Senior Executive - Operations (Regional Tracker)

Regional Quality Tracker

• Purpose
  
  
  

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

• Key Responsibilities
  
  
  

Drive proactive tracking of Intel/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
• Provide guidance and support to employees to help them discharge their duties effectively
• Ensure Training and development of subordinates to develop the team’s capabilities and high performance culture
• Key Result Areas and Key Performance Indicators
  
  
  

S. No

Key Result Areas

Key Performance Indicators

1

Ensure Customer Satisfaction for DP

• 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

Ensure Ontime connection from First Mile

• % First Mile connection achieved
  
  
  

5

Ensure successful pickups including Topay

• % successful pickups including attempts