About this role
Key Result Areas and Key Performance Indicators- S.no Key Result Areas Key Performance Indicators 1. 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) 2. Drive Operations Process Efficiency and capability • % increase in operational productivity in the service center o Shipments/FTE o Net stops / FTE 3. Ensure Performance Driven Culture · Adherence to Performance Management system timelines and guidelines 4. Drive employee morale and engagement · PDA Attrition (%)