Senior Executive Operations (GHW)
Purpose
Responsible for ensuring all mail communications/ reverts, customer call handling, regulatory clearance follow-up with origin and coordinating with operations teams for issues regarding priority deliveries, delays, exceptions, etc. at the Ground PUD
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2. Key Responsibilities
Responsibilities |
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3. Key Result Areas and Key Performance Indicators
S. No | Key Result Areas | Key Performance Indicators |
1. | Support service quality and excellence in the Ground PUD | · Timely updation of status (in scan, out scan, exceptions, pre-alerts etc) in the system (% compliance within TAT) |
2. | Efficient handling of exceptions in the Hub | · % exception cases resolved within defined TAT |
· Number of cases of priority shipments and urgent shipments not delivered | ||
3. | Support in regulatory compliance cases | · Number of unresolved cases (beyond a defined threshold) of regulatory non-compliance requiring any customer documents to be procured |
4. | Ensure customer satisfaction | · Adherence to overall customer service SOPs in the Hub in terms of defined TATs and timelines |
5. | Ensure Performance Driven Culture | · Adherence to Performance Management system timelines and guidelines |
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