2025-06-19
DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
Kolkata
India
1. Purpose
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Responsible for ensuring timely and profitable delivery of shipments to customers through effective management of service center operations & PUD/ DC operations in the area
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2. Key Responsibilities
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Responsibilities |
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Financial · Support Area Head in developing the budget for the Area · Ensure adherence to budgeted capital and operational costs for the Area; Track Operating Costs per Movement (OCPM) and Operating Cost per Kilogram (OCPK) on a regular basis and take corrective actions, if any
Operational · Ensure timely, accurate and profitable delivery of shipments to customers as per contractual terms and conditions through effective management of Area operations · Oversee the management of all Service Centers and PUD Centers in the Area to ensure efficient operations · Drive key performance metrics for various operations processes in the Area (Service Centers and PUD Centers) · Ensure adherence to Standard Operating Procedures and Execution Excellence in the Area (e.g. On-time delivery performance, Transit times, RTO reduction, Timely connectivity onto the network, Reduction in errors, etc.) · Support reach enhancement initiatives like Tier 2 and Tier 3 cities expansion, RSP development, etc. in the area as per the organization strategy
· Evaluate existing infrastructure for operations in the Area vis-à-vis growth targets and prepare capital expenditure or capacity expansion proposals (service centers / PUD centers); Seek approval from the Area Head and forward the proposals to the concerned authorities for further due diligence/approvals People
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3. Key Result Areas and Key Performance Indicators
| S. No | Key Result Areas | Key Performance Indicators |
| 1. | Optimize costs in the Area | · % reduction in Operating Costs for the area (i.e. OCPK and OCPM) |
| 2. | Reach Enhancement | · Support Expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs) |
| 3. | Drive service quality and excellence in the Area | · Overall adherence to area service quality in terms of Net Service Levels (NSL) |
| · Delivery performance as per transit time for all products | ||
| · % undelivered shipments | ||
| · Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and pick-ups | ||
| · Achievement of target NPS Scores for the Area | ||
| 4. | Ensure Security of Shipments | · Number of open security related cases in the Area |
| 5. | Ensure Regulatory Compliance | · Compliance to all applicable regulatory requirements |
| 6. | Drive Operations of Channel Partners attached to the Area | · Operational Performance of |
| 7. | Drive Operations Process Efficiency and capability | · % increase in operational productivity in the Area (measured as shipments/ employee ) |
| · % coverage of employees - direct and indirect (as per plan) in Area in terms of conduct of operations training programmes | ||
| 8. | Ensure Performance Driven Culture | · Adherence to Performance Management system timelines and guidelines |
| 9. | Support Employee Capability Building | · % Key area positions with identified successors / potential successors |
| 10. | Drive employee morale and engagement | · Employee Attrition (%) |
| · PDA Attrition (%) |
