Assistant Manager Operations (PPN)

Purpose
Responsible for ensuring timely pickup of shipments from the customers and connecting them onto the network as per the set cut offs
Key Responsibilities
Responsibilities
Operational
Ensure adherence to the operational workflows and standard operating procedures (SOPs) defined for service centre outbound operations.
Monitor the daily in scan and out scan of shipments and related paperwork
Conduct daily staff briefings, including communication regarding any operational changes, route changes etc
Distribute pickups among the team and ensure timely pickups from regular customers as per the agreed cut-off times
Reduce nil pickup wastages among regular pickup clients through feedbacks, visits to clients, telephonic interaction & overall monitoring of staff wise productivity
Ensure correctness of cash sale bookings in terms of pick up address, pickup times etc; Report pickup exceptions to Customer Service /Sales as feedback
Ensure timely and correct data capture for all pickups
Ensure timely deposit of the cash sales amount collected to accounts
Ensure timely connection of outbound loads onto hubs /warehouse to enable delivery commitments
Monitor and review operations processes on sorting and bagging of shipments
Monitor expenses by way of adherence to vehicle log checks daily and ensure timely reimbursement of fuel conveyance expenses to staff
Audit of AWBs (Air Way Bills) to detect AWB filling errors and data entry errors for improvement
Monitor Net Service Levels and take corrective actions, if any
Support sales in bills distribution & collections
Ensure safe handling of all shipments at the service center; Handle security exceptions in the service center along with the security team
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
S. No
Key Result Areas
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

Work arrangement
No