Job Title

Service Center - Inbound In-charge

Function

Operations

Reporting to

Branch Operations Head/ Area Operations Head

Responsible for ensuring timely, accurate and profitable delivery of shipments to customers through effective management of all inbound operations at the Service Center

Responsibilities

Operational

• Ensure adherence to the operational workflows and standard operating procedures (SOPs) defined for service centre inbound operations
• Monitor the daily in scan and out scan of shipments and related paperwork
• Check pre-alerts to track daily loads at the service centers and plan delivery schedules accordingly
• Conduct daily staff briefings, including communication regarding any operational changes, route changes etc
• Check and hand over delivery sheets to the delivery staff
• Ensure safe, timely and profitable delivery of shipments to customers and reduce instances of undelivered shipments, RTOs etc
• Handle all exception cases at the service center and communicate the same to Hubs, Origins and Customer Services for resolution
• aily basis recheck exceptions of the previous day and ensure follow up of the same
• Ensure safe handling of all shipments at the service center and report any damaged cases to the origin
• Handle security exceptions in the service center along with the security team
• Conduct regular audits of deliveries and status updates to ensure correctness of information flow to clients
• Monitor expenses by way of adherence to vehicle log checks daily and ensure timely reimbursement of fuel conveyance expenses to staff/ PDA
• Ensure daily updation, allocation and collection OTM machines for deliveries
• Collect COD cash collected by the delivery staff, cross check the same with the delivery sheet and submit the same to the branch cashier

• Monitor performance of staff in the Service Centre and ensure conduct of trainings for regular staff, PDAs, etc. in line with the training programmes designed centrally
• Ensure adequate manning in terms for full-time employees, PDAs etc
• Generate and maintain MIS related to the service center

People

• Provide direction, guidance and support to employees to help them discharge their duties effectively

S. No

Key Result Areas

Key Performance Indicators

1.

Drive service quality and excellence

• Delivery performance of inbound DP within 4 hours of load arrival

• % undelivered shipments

• % Return to origin (RTOs)

• Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload, closure of exception cases etc

• Achievement of target NPS Scores for the service center

• COD cash tally (Number of instances of errors in cash tally)

2.

Drive Operations Process Efficiency and capability

• % increase in operational productivity in the service center
  • Shipments/FTE
  • Net stops / FTE

3.

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines

4.

Drive employee morale and engagement

• PDA Attrition (%)