Service Center - Operations Job Title\tService Center Ops Function\tRegional Business Reporting to\tArea Operations Head 1. Purpose Responsible for ensuring timely, accurate and profitable delivery of shipments to customers through effective management of all inbound operations at the Service Center 2. Key Responsibilities Responsibilities Operational •\tEnsure adherence to the operational workflows and standard operating procedures (SOPs) defined for service centre inbound operations •\tMonitor the daily in scan and out scan of shipments and related paperwork •\tCheck pre-alerts to track daily loads at the service centers and plan delivery schedules accordingly •\tConduct daily staff briefings, including communication regarding any operational changes, route changes etc •\tCheck and hand over delivery sheets to the delivery staff •\tEnsure safe, timely and profitable delivery of shipments to customers and reduce instances of undelivered shipments, RTOs etc •\tHandle all exception cases at the service center and communicate the same to Hubs, Origins and Customer Services for resolution •\tFollow up with origin for non delivery exceptions and alternate instructions; On a daily basis recheck exceptions of the previous day and ensure follow up of the same •\tEnsure safe handling of all shipments at the service center and report any damaged cases to the origin •\tHandle security exceptions in the service center along with the security team •\tConduct regular audits of deliveries and status updates to ensure correctness of information flow to clients •\tMonitor expenses by way of adherence to vehicle log checks daily and ensure timely reimbursement of fuel conveyance expenses to staff/ PDA •\tEnsure daily updation, allocation and collection OTM machines for deliveries •\tCollect COD cash collected by the delivery staff, cross check the same with the delivery sheet and submit the same to the branch cashier •\tMonitor 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 •\tEnsure adequate manning in terms for full-time employees, PDAs etc •\tGenerate and maintain MIS related to the service center People •\tProvide direction, guidance and support to employees to help them discharge their duties effectively 3. Key Result Areas and Key Performance Indicators S.no\tKey Result Areas\tKey Performance Indicators 1.\tDrive service quality and excellence \t•\tDelivery performance of inbound DP within 4 hours of load arrival   •\t% undelivered shipments   •\t% Return to origin (RTOs)   •\tAdherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload, closure of exception cases etc   •\tAchievement of target NPS Scores for the service center   •\tCOD cash tally (Number of instances of errors in cash tally) 2.\tDrive Operations Process Efficiency and capability\t•\t% increase in operational productivity in the service center o\tShipments/FTE o\tNet stops / FTE 3.\tEnsure Performance Driven Culture\t•\tAdherence to Performance Management system timelines and guidelines 4.\tDrive employee morale and engagement \t•\tPDA Attrition (%)