Operations Analyst/Business Analyst/Senior Manager - Process & Performance

Key Activities & Accountability :

Service Performance Management :

- Understand Service parameters of each business line and performance expected by each Client.

- Issue Service Performance Targets to the field / Check to see Clients targets parameters.

- On-time Delivery of all Products as per SLA agreed with Customer and Corporate Guidelines.

- Share Service Reports with action plan to the field and monitor progress.

- Damages / Loss as a percentage of total consignments processed in the System to be tracked.

Cost Management :

- Work with Ops Management team to monitor PUD & Operations costs.

- Liaise continuously with the Internal team and share Cost performance to ensure cost budgets are met

- Support Ops Management in preparing cost budgets.

- Participate in reviews with a view to improve efficiency and bring down cost.

Operations Process Management :

- Work with Business Development Team to understand new business, support in SOP preparation.

- Continuously review processes with a view to improve service and productivity of the team.

- Work with the IT Team to develop System changes to support business or performance tracking.

- Prepare templates / drive process audits in the field with the view to improve efficiency.

- Work with IT Team to develop new processes in the System to support field requests or process enhancements.

Operations Administration :

- Coordinate with the field and collate Contracts & Rates for Vehicle & Delivery Vendors.

- Manage an up-to-date Cost Data Base file for MIS Management.

- Provide Cross functional support of tracking new business performance.

- Monitor Loss of shipment or COD remittance from various locations and escalate issues if any..

- Prepare Monthly / Quarterly Business Performance Reviews of Clients, share with field.

Learning & Development :

- Support design of Training Manuals for Operations.

- Support efficient scheduling of Training is available for the field.

- Ensure compliance to Company's Policies & Procedures and information is cascaded to all staff.

Customer satisfaction and Client retention

Work with the field team to ensure there is a customer-focused culture and support management by preparing initiatives in driving those goals. Suggest and drive incentive-based programmes to recognize efficient branches and Ops people.

Adverse working condition : May be required to locations across the Country to audit / review work being done and meet staff as required.

Educational Qualification : Graduate or Post Graduate in any discipline.

Preferred Experience :

- Language Skills Good communication in English

- Technical Skills Knowledge of Operation procedures. SOP preparation, MIS management etc., Computer skills necessary.

- Communication Skills verbal and written communication

- Business Understanding Should have worked as a Control Tower head or Process Manager from the Industry.

Required Behavioural Competencies :

FUNCTIONAL COMPETENCIES :

- Planning & Organising

- Analytical Skills

- Computer & Report Preparation & interpretation

FIXED COMPETENCIES :

- Change Management

- Communication

- Managing Results

- Continuous Improvement