Manager- Ground Operations (KNW)

1. Purpose

Responsible for ensuring all mail communications/ reverts, customer call handling, regulatory clearance follow-up with origin and coordinating with operations teams for issues regarding priority deliveries, delays, exceptions, etc. at the ground hub

2. Key Responsibilities

Responsibilities

• Handle all mail communications (with internal & external customers) at the Ground Hub; Responsible for mail reverts and coordination with relevant departments (PUDs, warehouses, origin etc) for the same
• Monitor exception cases at the Ground Hub (e.g. unidentified shipments, undelivered shipments, SLAH, Regulatory hold cases etc.) and follow up with operations for corrective actions
• Responsible for customer service support at the Ground Hub to ensure provision of quality services to all Blue Dart customers (if applicable); Also coordinate with the Regional Customer Services Team as and when required
• Track all shipments for the Ground Hub and update operations teams in cases of delays, route changes or any other exceptions
• Communicate with customers in cases of delays, undelivered shipments or regulatory hold shipments and ensure corrective action
• Monitor gaps in regulatory compliance and provide support in resolving all regulatory issues, in conjunction with the Regulatory Team
• Monitor transit time and Net Service Levels (NSL) and provide regular inputs to the senior management regarding the same
• Track and ensure timely closure of all SHIELD (online security module) and CARESS cases related to the Ground Hub
• Support the Operations Team in its activities to ensure efficient and smooth conduct of activities at the Ground Hub

3. Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

1.

Support service quality and excellence in the Ground Hub

·Timely updation of status (in scan, out scan, exceptions, pre-alerts etc) in the system (% compliance within TAT)

2.

Efficient handling of exceptions in the Hub

·% exception cases resolved within defined TAT

·Number of cases of priority shipments and urgent shipments not delivered

3.

Support in regulatory compliance cases

·Number of unresolved cases (beyond a defined threshold) of regulatory non-compliance requiring any customer documents to be procured

4.

Ensure customer satisfaction

·Adherence to overall customer service SOPs in the Hub in terms of defined TATs and timelines

5.

Ensure Performance Driven Culture

·Adherence to Performance Management system timelines and guidelines