OEC - National Operations Manager

EXPECTED OUTCOMES:

1. Ensuring prompt service to Customers within TAT and handling and resolving all client escalations relating to Operational issues with ‘Nil’ or minimum escalations to VP-Operations.

2. Ensuring formulated policies and procedures are strictly adhered to by the team members.

3. Ensuring Zero pendency in retrievals, refiles on daily basis,JC and WO closure within TAT.

4. Ensuring Zero boxes on the floor except the ones’ that are under process, Zero outstanding payments @ all Branches

5. Completion of all operationally driven projects on time.

6. Successful audit report from internal/external auditors by ensuring all security & safety equipments are kept in working condition by Branch Managers.

7. Ensuring that the Facility is kept neat and clean by the Branch Managers with special emphasis to the safety and Security of stored records so that the Facility is presentable @ all times.

8. All Branches perform @ optimal level @ all times

KEY TASKS:

1. Monitor daily dashboards and drive operations to consistently deliver within TAT.

2. Get to the root cause of all service failures and advice the team to take immediate corrective steps to prevent such failures from happening in future.

3. Always look out for service improvement areas and best practices followed at one Branch are replicated @ other centres to push the overall efficiency ratio.

4. Handle all client escalations with utmost care and have it resolved on priority.

5. Keep a close watch on all activities and services offered are done through the system and billed.

6. Periodically review utilisation of manpower at Branches and take steps to optimise the manpower
deployed.

7. Periodically review logs/reports to find out whether execution of Standard Operating Procedures for
Pickups, Delivery and Customer Service are followed by the team.

8. Ensure that all employees have proper knowledge of Operation, process, software and impart training/arrange for training accordingly.

9. Be in touch with all Branch Managers/Key team members constantly and motivate them to improve the TAT, Productivity numbers to optimum capability.

10. To accompany key customers during Facility visits/audits.

11. To personally monitor all projects which are operationally driven and call for daily status reports to ensure that the projects are completed on time. Also share summarised status report of such projects with the respective Functional VPs on weekly basis.

12. Monitor punctuality and discipline in the branch on periodic basis to ensure that it is maintained as per desired level.

13. Study existing processes and recommend suitable changes to processes to enhance efficiency/productivity.

14. Meet key customers on regular intervals and share relevant Operational MIS and obtain their feedback on service levels.

15. Ensure that all Operational activities are carried out by the team as per Service agreements, particularly make them aware of the penalty clauses on service issues.

16. Attend Seminars/Events and recommend solutions that are useful and can be used in OEC.

17. To carry out periodic performance evaluation of OPS team (direct reportees)

18. Be up-to-date on market knowledge of the Industry and how to face competition.

19. Collate Operational MIS Reports for review by VP-Operations.

20. Assist VP Operations in all operational matters including budgeting, planning and cost control.