Operations Executive

Job Title

Operations Executive/Sr Ex - Operations

Function

Regional Business

Reporting to

PUD / Distribution Center Head

Responsible for ensuring timely pickup of Surface and Apex shipments from the customers and connecting them onto the network as per the set cut offs

Responsibilities

Operational

• Supervise daily outbound activities for Apex/ Surface operations at the PUD/ Distribution Center to ensure timely and accurate pickups from customers

• Ensure adherence to the operational workflows and standard operating procedures (SOPs) at the PUD/DC for all Pick-up related activities

• Conduct daily staff briefings, including communication regarding any operational changes, route changes, heavy loads etc
• Distribute pickups among the team and ensure timely pickups from regular customers as per the agreed cut-off times
• Reduce nil pickup wastages among regular pickup clients through feedbacks, visits to clients, telephone & overall monitoring of staff wise productivity
• Ensure timely pickups from call center customers (cash customers) and receipt of shipments from channel partners including RSPs, ESAs and Consolidators
• Ensure collection of appropriate documents from customers for regulatory purposes (octroi, sales tax, etc.) along with the picked-up shipments
• Ensure correctness of cash sale bookings in terms of pick up address, pickup times etc; Report pickup exceptions to Customer Service /Sales as feedback
• Ensure timely and correct data capture for all pickups
• Ensure timely deposit of the cash sales amount and octroi collected to accounts
• Coordinate with Fleet Team at the PUD/ DC to ensure availability of sufficient vehicles for Pick-ups
• Supervise the vehicle placement at bays and monitor the carting/ loading process
• Supervise and ensure accurate tally processes for pick up shipments
• Ensure timely connection of outbound loads onto hubs /warehouse to enable delivery commitments

• Ensure timely and accurate documentation for all outbound loads prior to the scheduled network connections
• Ensure safe handling of all shipments at the PUD/DC; Handle security exceptions in the service center along with the security team
• Monitor performance of Pick-up Staff and ensure conduct of trainings for them, in line with the training programmes designed centrally

People

• Provide direction, guidance and support to the employees to help them discharge their duties effectively
• Ensure capability building for the team

S.No

Key Result Areas

Key Performance Indicators

1.

Drive service quality and excellence in the PUD/ DC in terms of pick-ups

• % Adherence to committed pick-up timings
  • Regular pickups
  • Cash pickups

• Timely connectivity of outbound loads to the Hub (% compliance)
  • Air Hub
  • Ground Hub

• Ensure accuracy in data capture (% compliance)

• Achievement of target NPS Scores for the PUD/DC

• Adherence to SOPs (measured in terms of number of non-compliances/ deviations) as observed in audit

2.

Drive Operations Process Efficiency and capability

• % increase in operational productivity in the PUD / DC (measured as shipments/ employee or tonnage/ employee)

3.

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines