Operations Executive - HCD
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Key Result Areas and Key Performance Indicators-S.no Key Result Areas Key Performance Indicators1. Drive service quality and excellence · Delivery performance of inbound DP within 4 hours of load arrival · % undelivered shipments · % Return to origin (RTOs) · Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload, closure of exception cases etc · Achievement of target NPS Scores for the service center · COD cash tally (Number of instances of errors in cash tally)2. Drive Operations Process Efficiency and capability • % increase in operational productivity in the service centero Shipments/FTEo Net stops / FTE3. Ensure Performance Driven Culture · Adherence to Performance Management system timelines and guidelines4. Drive employee morale and engagement · PDA Attrition (%)
Responsibilities
- •Drive service quality and excellence
- •Ensure delivery performance of inbound DP within 4 hours of load arrival
- •Monitor % undelivered shipments and % Return to origin (RTOs)
- •Ensure adherence to SOPs regarding delivery, information upload, and exception closure
- •Achieve target NPS Scores for the service center
- •Manage COD cash tally accuracy
- •Increase operational productivity (Shipments/FTE and Net stops/FTE)
- •Drive performance-driven culture and employee morale/engagement
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DHL Group is a global leader in logistics and international shipping services. They offer a comprehensive range of solutions for parcel, express, freight, and supply chain management.
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