Key Job Responsibility :
Maintain ops service standards by way of monitoring adherence to SOPs.
Plan efficient resource utilization, organizing trainings and development activities.
Conduct Cause analysis for exceptions and take preventive actions.
Monitor legal compliances related to ops function.
Proactively monitor & take timely actions for service quality improvement.
Facilitate cross-functional interactions for service improvements.
Take necessary actions for achieving Operations MBOs.
Conduct Expense analysis.
Handle customer complaints.
Generate & monitor various service related reports.
Review of process & service quality achievements and take necessary actions for improvements.
Support in resolving client grievances by way of necessary feedback to operations and accordingly taking steps for corrective actions.
Plan for handling special requirements, requests that come up from clients and other functions.
Study the productivity of various teams, locations and take necessary action for optimizing resource utilization.
Forecast future needs and plan for same.
Grievances handling client specific special requirements.
Coordinate with AI as follow up and towards meeting service standards.
Handle escalation issues.
Planning budgetary requirement for operations.
Monitoring & analysis of Operations expense heads.
Desired Profile :
Plan & allocate work to team members working at the service center.
High on analytical ability.
Good knowledge of working of COSMAT 2 AP Shield, CARESS.
Good presentation skills.
Conversant with MS office.
Able to address team & give direction under various circumstances.
Problem solving ability to resolve conflicts in a fair manner leaving a feeling of professional and compassionate attitude with parties concerned.
Graduate / Post Graduates (preferred)
Age Group : Target Industry :
Target Industry : Courier
Salary Range : null