Operation Executive
DHL
Service Centre Manager
Operational
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
Provide direction, guidance and support to employees to help them discharge their duties effectively
Key Result Areas and Key Performance Indicators
Drive service quality and excellence
% Adherence to committed pick-up timings: Regular pickups, Cash pickups
Timely connectivity of outbound loads to the Hub (% compliance)
Ensure accuracy in data capture (% compliance)
Achievement of target NPS Scores for the service center
Drive Operations Process Efficiency and capability
% increase in operational productivity in the service center AWBs/ outbound FTE
Ensure Performance Driven Culture
Adherence to Performance Management system timelines and guidelines