Manages On-Road Performance
Works with Operations staff, Outside Service Partners (OSP’s) and service providers/drivers to maximize day-to-day operations and ensure packages are delivered in a safe, timely and professional manner.- Completes administrative tasks (i.e. performance reviews, accident reports, service failures, training) in a timely, accurate manner to facilitate the execution of the dispatch plan through the OSP’s and Service Providers/drivers.
- Uses the Balanced Scorecard and Quality Improvement Process to monitor workgroup performance against business goals.
- Completes required audits during on-job supervision rides to ensure adherence to company policies and procedures.
- Utilizes technology to identify opportunities for performance improvement and risk mitigation.
Supervises and Develops Others
Determines employees’ training needs to produce continuous development plans.- Provides on-going feedback and support to improve performance.
- Conducts performance evaluations in a consistent, fair and objective manner to encourage continuous performance improvement.
- Holds others accountable to established performance levels to achieve individual and group goals.
- Resolves individual and group performance issues in accordance with company’s policies and procedures in a timely manner to motivate and foster teamwork.
Maintains Operational Performance
Participates in the development and implementation of work process plans to maximize center proficiency and achieve business results.- Works with others (e.g., service providers, preload supervisors/managers) to troubleshoot service inefficiencies and modify plans and/or behaviors to improve performance.
- Reviews and analyzes work processes and work schedule information (e.g. exception reports, volume delivered/hour, kilometers driven, vehicle line up, hours worked, accidents etc.) to identify opportunities to reduce costs and improve performance.
- Administers the disciplinary process and involves upper management to address performance issues with employees.
- Engages cross-functionally for peak planning to provide effective service and control costs.
Ensures Health/Safety Compliance
- Serves as Co-Chairperson for the Comprehensive Health and Safety Process (CHSP) Committee to ensure committed processes are in place.
- Works with Human Resources to ensure the implementation and maintenance of a Health and Safety Plan.
- Provides the time and resources necessary to ensure that health, safety, and compliance standards are adhered to and met.
- Maintains updated employee training and certifications to provide a safe, proficient work environment.
- Utilizes individual and group conversations, active support of safety committees, and leads by example to raise health, safety, and compliance awareness.
- Conducts audits to ensure compliance with local, state and country guidelines for safety, hazardous materials etc.
- Solicits input from team members and employees to improve the work environment.
- Holds team accountable to execute agreed plans of safety, service and production standards.
- Reviews training documentation to ensure compliance with company and regulatory training requirements.
Supports Collaborative Work Environment
- Communicates and presents operational objectives, changes and updates to ensure a well-informed and focused workgroup.
- Provides communication and training to employees to share updates on new services and procedural changes.
- Evaluates employee relations/morale issues to identify areas of concern before they negatively impact performance and service.
- Develops and maintains working employee relationships to promote positive labor relations.
Identifies Customer Needs
- Communicates with customers to respond to service concerns, build relationships, and determine solutions that meet business goals.
- Uncovers business opportunities to forward this information to the proper department (i.e., dispatch supervisor, center management, and business development) for follow up.
- Encourages service providers to identify and forward volume development opportunities to management.
- Creates a customer focused work environment to emphasize service and focus on building the business.
- Communicates customers’ business needs to employees to provide an understanding of job responsibilities and how actions impact customers.
SKILLS AND KNOWLEDGE REQUIREMENTS
- Good knowledge of package-centre operations in first mile and last mile
- Know-how of budget preparation and forecasting.
- Experience in managing strategic portfolio & delivery of timely solutions for complex projects.
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Negotiation skills and the ability to develop strong working relationships.
- Good listening skills and the ability to anticipate business needs.
- Knowledge of Microsoft Office Suite.
- Ability to manage multiple tasks at a time.
Educational Qualifications:
Bachelor’s Degree or equivalent
Relevant Experience:
Overall 5-6 years of relevant experience in similar capacity and industry
Competencies
- Achieve Result
- Serve and Delight our customers
- Collaborate and Partner with others
- Engage, Inspire and Develop people
