Senior Executive Operations

Role Overview:

The role focuses on managing service center inbound operations to ensure timely, safe, and profitable delivery of shipments while maintaining operational efficiency, staff performance, and adherence to SOPs.

Key Responsibilities:

Operational:

Ensure compliance with operational workflows and SOPs for inbound operations.

Monitor daily in-scan and out-scan of shipments and related documentation.

Track daily loads via pre-alerts and plan delivery schedules.

Conduct daily staff briefings on operational or route changes.

Distribute delivery sheets and ensure shipments are delivered safely and on time, minimizing undelivered shipments and RTOs.

Handle exceptions and coordinate with hubs, origins, and customer service for resolution.

Follow up on non-delivery cases and ensure safe handling of shipments.

Address security exceptions with the security team.

Conduct regular delivery audits to ensure accuracy in client reporting.

Monitor expenses, vehicle logs, and timely reimbursement of fuel/conveyance.

Manage OTM machines, collect and reconcile COD cash with delivery sheets, and submit to branch cashier.

Monitor staff performance and conduct training programs for employees and PDAs.

Ensure adequate staffing levels and maintain MIS reports for the service center.

People Management:

Provide guidance, support, and direction to employees for effective duty execution.

Key Result Areas (KRAs) & Metrics:

Service Quality & Excellence: Delivery performance within 4 hours, % undelivered shipments, % RTOs, SOP adherence, achievement of target NPS, COD cash accuracy.

Operations Process Efficiency: Operational productivity (% increase), shipments/FTE, net stops/FTE.

Performance Culture & Employee Engagement: Adherence to performance management system, drive employee morale, monitor PDA attrition.