About this role
Shift Incharge – NBDO
Job Title Sr. Operations Staff Function Branch Operations Reporting to RSP/NBDO Coordinator 1. Purpose
Responsible for all inbound and outbound operations at the Service Center and ensuring timely, accurate and profitable delivery of DP/Etail/INTL shipments to customers 2. Key Responsibilities
Responsibilities Operational · Responsible for supervising daily inbound and outbound DP/Etail/NTL operations at the Service Center · Analyze load patterns on a periodic basis to plan pick-up and delivery routes for first and last mile connectivity to customers • Monitor daily loads and plan delivery and pick-up schedules accordingly • Ensure safe, timely and profitable delivery of shipments to customers and work towards reduction of instances of undelivered shipments, RTO instances, etc. • Ensure safe handling of all shipments and report any damaged cases to the origin/ hub • Oversee adherence to the operational workflows and standard operating procedures (SOPs) • Handle all exception cases; On a daily basis check on the exceptions of the previous day and ensure follow up for closure/ resolution of the same • Monitor attendance and leaves for the staff on a daily basis and plan operations accordingly • Conduct daily staff briefings, including communication regarding any operational changes, route changes etc • Monitor performance of service centre and ensure conduct of trainings for regular staff, PDAs/MPCs, etc. in line with the training programmes designed centrally People • Provide direction, guidance and support to employees to help them discharge their duties effectively • Monitor the performance of the team on a continuous basis to identify key performers • Mentor and coach subordinates to develop the team’s capabilities and build a robust succession pipeline • Ensure that the Service Centre is adequately staffed as per the manpower requirements • Ensure high level of employee engagement and retention of key performers
3. Key Result Areas and Key Performance Indicators
S. No Key Result Areas Key Performance Indicators 1. Productivity · PDA /MPC Productivity monitoring 2. Drive service quality and excellence in the Service Centre · Timely connectivity of outbound loads to the Hub (% compliance) · Timely updation of status (in scan, out scan, exceptions, Proof of Delivery, Delivery Challansetc) in the system (% compliance within TAT) · Adherence to SOPs (measured in terms of number of non-compliances/ deviations) as observed in audit · % Exceptions closed within TAT 3. Ensure Security of Shipments · Number of open regional security related cases in the Service Centre 4. Drive Operations Process Efficiency and capability · % increase in operational productivity in the Service Centre (measured as shipments/ employee) 5. Ensure Performance Driven Culture · Adherence to Performance Management system timelines and guidelines