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 Responsibilities Operational 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 paperworkConduct daily staff briefings, including communication regarding any operational changes, route changes etcDistribute 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 feedbackEnsure timely and correct data capture for all pickupsEnsure timely deposit of the cash sales amount collected to accountsEnsure timely connection of outbound loads onto hubs /warehouse to enable delivery commitmentsMonitor 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 staffAudit of AWBs (Air Way Bills) to detect AWB filling errors and data entry errors for improvementMonitor Net Service Levels and take corrective actions, if anySupport sales in bills distribution & collectionsEnsure safe handling of all shipments at the service center; Handle security exceptions in the service center along with the security teamMonitor performance of staff in the Service Centre and ensure conduct of trainings for regular staff, PDAs, etc. in line with the training programmes designed centrallyEnsure adequate manning in terms for full-time employees, PDAs etcGenerate 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 pickupsCash 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 centerAWBs/ outbound FTE Ensure Performance Driven Culture Adherence to Performance Management system timelines and guidelines