Senior Executive - Operations (Ground Service Quality)

Job Description

Sr. Executive Ground Service Quality Job Title Sr. Executive Ground Service Quality Function Ground Operations Reporting to Head - Ground Service Quality Purpose Responsible for supporting the activities of the function to ensure maintenance of service levels and delivery performance in ground operations. Key Responsibilities Responsibilities Collect, update and maintain data related to service quality including net service levels, turnaround times (TAT), on time deliveries, on time connectivity etc. Track service quality levels for key customers; identify and report deviations to the superior on a timely basis. Identify and handle exceptions such as damages, lost cases, no information cases etc. and follow up until closure; maintain detailed records of exceptions handled. Maintain data related to damages, COF, security shield. Analysis the same and action. Monitoring of Key customer damages. Conduct active follow up of adherence to delivery schedules and maintain records of delivery performance achieved; send reports to the superior on a periodic basis. Track delivery performance to EDL (extra delivery locations) locations in the ground network and provide updates to the superior periodically. Support the implementation of service quality improvement plans for addressing areas of concern in ground operations. Prepare and maintain MIS on service quality levels and delivery performance of ground operations and send periodic updates to the superior Monitor of last status, undelivered status code and Noinfos. Monitoring of SFC E-Retail shipments delivery as per EDD. Key Result Areas and Key Performance Indicators S. No Key Result Areas Key Performance Indicators Track overall service quality levels in ground operations Timely collection and maintenance of data on Maintaining dataof Month over Month NSL. EDL Delivery Performance No Infos Image Scanning for POD/DCs SFC-Etail Damages Daily MIS related to service quality. Monthly MBO Monthly MIS related to trend analysis Timely monitoring and reporting of service quality levels for key customers Monitor and prepare reports on cases of exceptions Timely monitoring and reporting of exceptions: Exception Code 033 Exception Code 174 Time Constraints Partial deliveries Damages Last updates and NoIfos. Prepare and circulate MIS on service quality to seniors As per requirements Show more Show less