Job Description

Operations Executive/Sr Ex Operations (PUD)

===============================================

Job Title

Operations Executive/Sr Ex - Operations

Function

Regional Business

Reporting to

PUD / Distribution Center Head

1. Purpose

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

2. Key Responsibilities

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

3. Key Result Areas and Key Performance Indicators

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