Manager- Ground Operations (KNW) Full Time NEW

• 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

• 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
• Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

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)

Efficient handling of exceptions in the Hub

• % exception cases resolved within defined TAT
• Number of cases of priority shipments and urgent shipments not delivered

Support in regulatory compliance cases

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

Ensure customer satisfaction

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

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines