Assistant Manager - Operations

DEPS Process Compliance

• Ensure strict adherence to DEPS processes across all Operational Units (OUs).
• Monitor and ensure:
• Timely closure of tickets as per the defined SOP.
• Resolution of shortages following all required process steps.
• Continuous training and upskilling of DEPS coordinators on company policies and procedures.

Claim Settlement

• Ensure settlement of claims within the defined SLA and policy:
• SBU & Siemens (COFs): within 3 working days
• Other clients (Credit Note, RCS, COFs): within 7 working days

DEPS Case Closure

• Timely resolution of DEPS cases including:
• Unclean PODs
• Client escalations
• Cases to be closed within the specified SLA

CCTV Compliance

• Ensure CCTV systems are effectively installed and operational across all 17 clusters:
• Conduct assessments and rectify any non-functional systems.
• Ensure surveillance standards are met at all OUs.

SOP Negligence Handling

• Monitor and act on at least 10 SOP negligence instances monthly:
• 1st Instance: Provide training and issue a written warning with managerial acknowledgment.
• 2nd Instance: Issue a show-cause notice via Darwin Box with HR involvement.
• 3rd Instance: Implement a Performance Improvement Plan (PIP) and issue a final warning.
• 4th Instance: Proceed with termination in coordination with HR and reporting manager.

UCG Process Management

• Create and manage a robust Unclaimed Goods (UCG) process:
• Ensure timely tracking and disposal of UCG.
• DEPS team to own and maintain UCG areas within PCs.

PPM & Chronic Issue Resolution

• Conduct deep-dives on Planned Preventive Maintenance (PPM) activities.
• Use quality tools to identify root causes and eliminate chronic issues effectively.

DEPS Dashboard & Metrics Reporting

• Maintain and report on key DEPS performance dashboards:
• Shortages Dashboard
• Damages Dashboard
• Interchange Dashboard
• Claims Dashboard