Operation Executive - GWL

Deutsche Post; Gwalior District; On-site; INR 800,000 - 1,500,000; Full time

Job summary

Joinimagine is seeking a Service Centre Operations Manager to oversee staff performance, training delivery, and staffing of the centre in the Gwalior region. You will drive service quality, manage MIS reporting, and ensure adherence to centrally designed training programs.

You will provide direction and support to employees, work on KPI-driven initiatives, and coordinate outbound loads and pickups while promoting a performance-driven culture.

Responsibilities

• 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
• Provide direction, guidance and support to employees to help them discharge their duties effectively
• Contribute to KPI tracking and service quality improvements

Job description

Key Responsibilities

Responsibilities

Operational

• 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

3. Key Result Areas and Key Performance Indicators

• 1. 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
• 2. Drive Operations Process Efficiency and capability
  • % increase in operational productivity in the service center
    • AWBs/ outbound FTE
• 3. Ensure Performance Driven Culture
  • Adherence to Performance Management system timelines and guidelines