Assistant Manager Operations (PPN)

Blue Dart; Patna; On-site; INR 450,000 - 600,000; Full time

Job summary

Blue Dart is seeking a Service Centre Operations Supervisor in Patna, Bihar to oversee outbound shipments, ensure adherence to SOPs, and connect customer pickups to the network within set cut-offs.

You will monitor daily in/out scans, brief staff, allocate pickups, manage cash sales records, and ensure timely data capture and dispatch to hubs to meet delivery commitments. Strong organizational skills and attention to process quality are essential.

Responsibilities

• Ensure adherence to SOPs for service centre outbound operations.
• Monitor daily in scan and out scan of shipments and related paperwork.
• Conduct daily staff briefings on operational changes.
• Distribute pickups among the team and ensure timely pickups per cut-off times.
• Reduce nil pickup wastages through client feedback and monitoring productivity.
• Ensure timely data capture for all pickups and correct cash sale entries.
• Coordinate with hubs/warehouse for outbound loads and monitor sorting and bagging.

Job description

Purpose

Responsible for ensuring timely pickup of shipments from the customers and connecting them onto the network as per the set cut offs

Key Responsibilities

• Ensure adherence to the operational workflows and standard operating procedures (SOPs) defined for service centre outbound operations.
• Monitor the daily in scan and out scan of shipments and related paperwork
• Conduct daily staff briefings, including communication regarding any operational changes, route changes 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, telephonic interaction & overall monitoring of staff wise productivity
• 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 collected to accounts
• Ensure timely connection of outbound loads onto hubs /warehouse to enable delivery commitments
• Monitor and review operations processes on sorting and bagging of shipments
• Monitor expenses by way of adherence to vehicle log checks daily and ensure timely reimbursement of fuel conveyance expenses to staff
• Audit of AWBs (Air Way Bills) to detect AWB filling errors and data entry errors for improvement
• Monitor Net Service Levels and take corrective actions, if any
• Support sales in bills distribution & collections
• Ensure safe handling of all shipments at the service center; Handle security exceptions in the service center along with the security team
• Monitor 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
• Ensure adequate manning in terms for full-time employees, PDAs etc
• Generate and maintain MIS related to the service center

People

• Provide direction, guidance and support to employees to help them discharge their duties effectively
• Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

Drive service quality and excellence

• % Adherence to committed pick-up timings:
  • Regular pickups
  • Cash pickups)
  • Timely connectivity of outbound loads to the Hub (% compliance)
  • Ensure accuracy in data capture (% compliance)
  • Achievement of target NPS Scores for the service center
• Drive Operations Process Efficiency and capability

• % increase in operational productivity in the service center
  • AWBs/ outbound FTE
• Ensure Performance Driven Culture
  • Adherence to Performance Management system timelines and guidelines