CS Operations - Manager - Bhiwandi

Delhivery; Bhiwandi; On-site; INR 1,100,000 - 1,700,000; Full time

Job summary

Delhivery in Bhiwandi (Maharashtra) seeks a Manager for In Centre CS Operations. Your role includes monitoring escalation tickets to achieve 90% resolutions within 2 days, reducing invalid complaints, and overseeing shipment aging with aggressive targets for 2–3 days and zero delays beyond 10 days.

You will ensure pre-dispatch documentation compliance at 98%, close missing documented items within 24 hours, and reduce non-CCF open cases by 30%.

Qualifications

• Experience in operations, logistics, or client services.
• Strong analytical skills to interpret data and identify improvements.
• Excellent communication and collaboration with internal and external stakeholders.

Responsibilities

• Monitor and manage escalation tickets to target 90% resolution SLA for tickets >2 days.
• Reduce invalid complaints by improving validation feedback loops to operations.
• Oversee shipment aging with targets: 80% open shipments cleared in 2 days; 90% in 3 days; none beyond 10 days.
• Ensure pre-dispatch appointment adherence with 98% complete documentation.
• Achieve 100% closure for missing documented items within 24 hours of identification.
• Reduce non-CCF open cases at center level by 30%.
• Willingness to travel and oversee nearby centers during stress/sale periods.

Skills

Operations experience

Process improvement

Client satisfaction

Analytical skills

Job description

Role Name: In Centre CS Operations

Designation: Manager

Location: Bhiwandi

Address: Bhiwandi_Lonad_L (Maharashtra) - Delhivery Lonad GateWay, 74MR+HWF, DBG Estate, Bapgaon Sonale Road-Village-Bapgaon, Post, Taluka, opp. MSEB Substation, Lonad, Bhiwandi, Maharashtra 421302

What youll be doing -

• Monitor and manage escalation tickets aiming for a 90% resolution SLA for tickets exceeding 2 days.
• Reduce invalid complaints by improving validation feedback loops to operations, contributing to a decrease in "fake/invalid CCFs".
• Oversee shipment aging, targeting 80% of open shipments (FWD/RT) to be cleared within 2 days, 90% within 3 days, and zero outstanding beyond 10 days.
• Ensure pre-dispatch appointment adherence, aiming for 98% compliance with complete documentation.
• Achieve 100% closure for missing documented items within 24 hours of identification.
• Reduce non-CCF open cases at the center level by 30%
• Willingness to travel and oversee nearby centers during stress/ sale periods.

What We're Looking For:

• Proven experience in operations, logistics, or client services, preferably within a role focused on process improvement and client satisfaction.
• Strong analytical skills with the ability to interpret data and identify areas for improvement.
• Excellent communication and interpersonal skills, capable of collaborating effectively with internal teams (operations, customer service, business development) and external clients.
• A proactive and problem-solving mindset, with a keen eye for detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in using relevant software and tools for tracking and reporting.