Assistant Manager- Centre Operations

Job Title: Assistant Manager - Centre Operations Band: 3

Reports to: Senior Manager - Centre Operations

Location: Mumbai

Function: Operations

Assistant Manager - Centre Operations is responsible for supervising the daily performance of service providers to ensure quality service, improve performance and maintain compliance with environmental, health and safety requirements.

JOB ROLE & RESPONSIBILITIES:

Manages On-Road Performance

• Works with Operations staff, Outside Service Partners (OSPs) and service providers/drivers to maximize day-to-day operations and ensure packages are delivered in a safe, timely and professional manner.
• Completes administrative tasks (i.e. performance reviews, accident reports, service failures, training) in a timely, accurate manner to facilitate the execution of the dispatch plan through the OSPs and Service Providers/drivers.
• Uses the Balanced Scorecard and Quality Improvement Process to monitor workgroup performance against business goals.
• Completes required audits during on-job supervision rides to ensure adherence to company policies and procedures.
• Utilizes technology to identify opportunities for performance improvement and risk mitigation.

Supervises and Develops Others

• Determines employees training needs to produce continuous development plans.
• Provides on-going feedback and support to improve performance.
• Conducts performance evaluations in a consistent, fair and objective manner to encourage continuous performance improvement.
• Holds others accountable to established performance levels to achieve individual and group goals.
• Resolves individual and group performance issues in accordance with companys policies and procedures in a timely manner to motivate and foster teamwork.

Maintains Operational Performance

• Participates in the development and implementation of work process plans to maximize center proficiency and achieve business results.
• Works with others (e.g., service providers, preload supervisors/managers) to troubleshoot service inefficiencies and modify plans and/or behaviors to improve performance.
• Reviews and analyzes work processes and work schedule information (e.g. exception reports, volume delivered/hour, kilometers driven, vehicle line up, hours worked, accidents etc.) to identify opportunities to reduce costs and improve performance.
• Administers the disciplinary process and involves upper management to address performance issues with employees.
• Engages cross-functionally for peak planning to provide effective service and control costs.

Ensures Health/Safety Compliance

• Serves as Co-Chairperson for the Comprehensive Health and Safety Process (CHSP) Committee to ensure committed processes are in place.
• Works with Human Resources to ensure the implementation and maintenance of a Health and Safety Plan.
• Provides the time and resources necessary to ensure that health, safety, and compliance standards are adhered to and met.
• Maintains updated employee training and certifications to provide a safe, proficient work environment.
• Utilizes individual and group conversations, active support of safety committees, and leads by example to raise health, safety, and compliance awareness.
• Conducts audits to ensure compliance with local, state and country guidelines for safety, hazardous materials etc.
• Solicits input from team members and employees to improve the work environment.
• Holds team accountable to execute agreed plans of safety, service and production standards.
• Reviews training documentation to ensure compliance with company and regulatory training requirements.

Supports Collaborative Work Environment

• Communicates and presents operational objectives, changes and updates to ensure a well-informed and focused workgroup.
• Provides communication and training to employees to share updates on new services and procedural changes.
• Evaluates employee relations/morale issues to identify areas of concern before they negatively impact performance and service.
• Develops and maintains working employee relationships to promote positive labor relations.

Identifies Customer Needs

• Communicates with customers to respond to service concerns, build relationships, and determine solutions that meet business goals.
• Uncovers business opportunities to forward this information to the proper department (i.e., dispatch supervisor, center management, and business development) for follow up.
• Encourages service providers to identify and forward volume development opportunities to management.
• Creates a customer focused work environment to emphasize service and focus on building the business.
• Communicates customers’ business needs to employees to provide an understanding of job responsibilities and how actions impact customers.

SKILLS AND KNOWLEDGE REQUIREMENTS

• Good knowledge of package-centre operations in first mile and last mile
• Know-how of budget preparation and forecasting.
• Experience in managing strategic portfolio & delivery of timely solutions for complex projects.
• Negotiation skills and the ability to develop strong working relationships.
• Good listening skills and the ability to anticipate business needs.
• Knowledge of Microsoft Office Suite.
• Ability to manage multiple tasks at a time.

Educational Qualifications:

• Bachelor’s Degree or equivalent

Relevant Experience:

• Overall 5-6 years of relevant experience in similar capacity and industry

Competencies

• Achieve Result
• Serve and Delight our customers
• Collaborate and Partner with others
• Engage, Inspire and Develop people

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