Job Title: Assistant Manager - Centre Operations Band: 3 Reports to: Senior Manager - Centre Operations Location: Mumbai Function: Operations Assistant Manager - Centre Operations is responsible for supervising the daily performance of service providers to ensure quality service, improve performance and maintain compliance with environmental, health and safety requirements. JOB ROLE & RESPONSIBILITIES: Manages On-Road Performance Works with Operations staff, Outside Service Partners (OSPs) 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 OSPs 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 companys 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. 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 Page 1 of 3
