Operations Executive - NSK

Operations Executive

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

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

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

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/FTENet stops / FTE

Ensure Performance Driven Culture

Adherence to Performance Management system timelines and guidelines

Drive employee morale and engagement

% PDA Attrition (%)