Role Purpose: 1. People Management Lead and empower the team through effective communication and leadership to enhance customer and employee satisfaction. 2. Effective Communication Set and monitor clear performance goals and service standards. Facilitate team meetings, ensure timely information sharing, and report potential customer losses. 3. Coaching and Performance Management Conduct regular coaching and provide immediate feedback to drive customer satisfaction. Analyse performance data and conduct annual appraisals, promoting accountability and service ownership. 4. Employee Development Implement training and development plans to upskill employees. Identify high-potential staff for leadership roles to support succession planning. 5. Customer Satisfaction & Retention Foster a customer-centric culture by implementing initiatives that enhance loyalty and retention. Coach staff on customer feedback principles and ensure quality monitoring aligns with service expectations. 6. Resource Management Optimize employee schedules to meet service levels, providing real-time feedback on staffing needs. Report and resolve equipment issues promptly to maintain operational efficiency. 7. Corporate Responsibility and Health & Safety Ensure compliance with health, safety, and environmental standards, supporting their effective implementation in daily operations. 8. Customer Experience Drive initiatives that enhance customer experience, modelling behaviours that deliver exceptional service in line with market trends. Encourage adherence to best practices through continuous coaching and support. Change Management Technical Competencies: Performance Management Ability to set, monitor, and evaluate key performance indicators (KPIs) for team members and overall service delivery. Coaching and Development Expertise in conducting effective coaching sessions and performance appraisals that focus on skill enhancement and customer satisfaction. Communication Skills Proficient in conveying information clearly and effectively across various channels, facilitating team discussions, and addressing service issues. Data Analysis Strong analytical skills to interpret performance data, customer feedback, and operational metrics to drive improvements. Customer Relationship Management Knowledge of customer service principles and practices, with the ability to foster strong relationships and address customer needs proactively. Resource Optimization Capability to manage schedules and resources efficiently to meet service levels and operational demands. Health & Safety Compliance Understanding of corporate responsibility, health, and safety standards, ensuring adherence in all operational aspects. Behavioral Competencies: Leadership Inspires and motivates the team, fostering a positive work environment that encourages collaboration and high performance. Adaptability Demonstrates flexibility in response to changing market conditions and operational challenges within the logistics sector. Empathy Shows genuine concern for employee and customer needs, promoting a culture of support and understanding. Problem-Solving Proactively identifies issues and implements effective solutions, ensuring continuous service improvement and customer satisfaction. Accountability Takes ownership of team performance and customer outcomes, encouraging team members to do the same. Integrity Upholds ethical standards and corporate values, promoting transparency and trust within the team and with customers. Resilience Maintains composure and effectiveness in high-pressure situations, encouraging the same in team members.
Indirect Tax, GST Filing, GST Returns, Taxation Qualification - Inter CA or Graduate Key Responsibilities: Manage Indirect Tax compliance including preparation, filing, and reconciliation of GST returns (GSTR-1, GSTR-3B, GSTR-9, etc.). Ensure timely and accurate GST filings and handle queries related to input tax credit, outward liability, and reconciliations. Support in tax audits, assessments, and departmental notices related to GST and other indirect taxes. Maintain updated knowledge of GST laws, amendments, and compliance requirements. Coordinate with internal teams, consultants, and statutory authorities for smooth compliance. Prepare and maintain accurate documentation for audits and statutory reporting. Assist in month-end and year-end closure activities related to indirect taxation. Qualifications & Experience: Graduate Postgraduate in Commerce, Finance, or related field. 2-5 years of experience in Indirect Taxation GST compliance. Strong working knowledge of GST filing, GST returns, and reconciliations. Exposure to taxation audits and assessments preferred. Skills Required: Good understanding of Indirect Tax laws & GST regulations. Proficiency in MS Excel and accounting/ERP software (SAP/Tally/Oracle, etc.). Analytical skills with strong attention to detail. Excellent communication and coordination abilities. Ability to meet deadlines and handle pressure in a fast-paced environment.