Senior Territory Service Representative - Gandhidham

Shift Incharge – NBDO

Job Title

Sr. Operations Staff

Function

Branch Operations

Reporting to

RSP/NBDO Coordinator

• 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

• 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
• Key Result Areas and Key Performance Indicators
  
  
  

S. No

Key Result Areas

Key Performance Indicators

Productivity

• PDA /MPC Productivity monitoring
  
  
  

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
  
  
  

Ensure Security of Shipments

• Number of open regional security related cases in the Service Centre
  
  
  

Drive Operations Process Efficiency and capability

• % increase in operational productivity in the Service Centre (measured as shipments/ employee)
  
  
  

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines