2025-07-08
DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
Bhar?ch
India
Job Title Sr. Operations Staff
Function Branch Operations
Reporting to RSP/NBDO Coordinator
1. Purpose
Responsible for all inbound and outbound operations at the Service Center and ensuring timely, accurate and profitable delivery of DP/Etail/INTL shipments to customers
2. Key Responsibilities
Operational
• Responsible for supervising daily inbound and outbound DP/Etail/NTL operations at the Service Center
• Analyze load patterns on a periodic basis to plan pick-up and delivery routes for first and last mile connectivity to customers
• Monitor daily loads and plan delivery and pick-up schedules accordingly
• Ensure safe, timely and profitable delivery of shipments to customers and work towards reduction of instances of undelivered shipments, RTO instances, etc.
• Ensure safe handling of all shipments and report any damaged cases to the origin/ hub
• Oversee adherence to the operational workflows and standard operating procedures (SOPs)
• Handle all exception cases; On a daily basis check on the exceptions of the previous day and ensure follow up for closure/ resolution of the same
• Monitor attendance and leaves for the staff on a daily basis and plan operations accordingly
• Conduct daily staff briefings, including communication regarding any operational changes, route changes etc
• Monitor performance of service centre and ensure conduct of trainings for regular staff, PDAs/MPCs, etc. in line with the training programmes designed centrally
People
• Provide direction, guidance and support to employees to help them discharge their duties effectively
• Monitor the performance of the team on a continuous basis to identify key performers
• Mentor and coach subordinates to develop the team’s capabilities and build a robust succession pipeline
• Ensure that the Service Centre is adequately staffed as per the manpower requirements
• Ensure high level of employee engagement and retention of key performers
3. Key Result Areas and Key Performance Indicators
| S. No | Key Result Areas | Key Performance Indicators |
| 1. | Productivity | · PDA /MPC Productivity monitoring |
| 2. | Drive service quality and excellence in the Service Centre | · Timely connectivity of outbound loads to the Hub (% compliance) |
| · Timely updation of status (in scan, out scan, exceptions, Proof of Delivery, Delivery Challansetc) in the system (% compliance within TAT) | ||
| · Adherence to SOPs (measured in terms of number of non-compliances/ deviations) as observed in audit | ||
| · % Exceptions closed within TAT | ||
| 3. | Ensure Security of Shipments | · Number of open regional security related cases in the Service Centre |
| 4. | Drive Operations Process Efficiency and capability | · % increase in operational productivity in the Service Centre (measured as shipments/ employee) |
| 5. | Ensure Performance Driven Culture | · Adherence to Performance Management system timelines and guidelines |
