SR Operations Executive/Sr Ex Operations (PUD)
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
- Key Result Areas and Key Performance Indicators
S.No
Key Result Areas
Key Performance Indicators
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
Drive Operations Process Efficiency and capability
- % increase in operational productivity in the PUD / DC (measured as shipments/ employee or tonnage/ employee)
Ensure Performance Driven Culture
- Adherence to Performance Management system timelines and guidelines
