Senior Executive - Operations- DLF

Service Center - Operations

Job Title Service Center Ops

Function Regional Business

Reporting to Area Operations Head

• Purpose
  
  
  

Responsible for ensuring timely, accurate and profitable delivery of shipments to customers through effective management of all inbound operations at the Service Center

• 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 centers 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 center 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 center and report any damaged cases to the origin
• Handle security exceptions in the service center 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 center
  
  
  

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 center
• COD cash tally (Number of instances of errors in cash tally)
• Drive Operations Process Efficiency and capability
• % increase in operational productivity in the service center
• Shipments/FTE
• Net stops / FTE
• Ensure Performance Driven Culture
• Adherence to Performance Management system timelines and guidelines
• Drive employee morale and engagement
• PDA Attrition (%)