Senior Operations Executive - Express

Position Summary

The Senior Operation Executive is responsible for receiving customer applications and processing them according to pre-defined rules and regulations in a timely and accurate manner.

Responsibility Description

Customer Application Processing

• Ensure timely manifesting of shipments
• Regulate all Operational activities in the Collection Centers
• Ensure proof of Delivery is updated on the system
• Provides regular operations support by processing all shipments for Zajel customers ensuring all applicable rules and regulations are adhered to
• Ensure all undelivered shipments are tracked and updated on the system
• Complies with pre-defined Key Performance Indicators (KPIs) derived from the customers’ service agreement with Zajel to ensure optimum service levels are provided to the customer
• Escalates all issues unresolved or difficult to handle to the Supervisor
  
  

• Sort and label all the shipments in a systematic manner
• Scan inbound and outbound shipments
• Detect and report missing, incorrect paperwork, undeliverable consignment
• Coordinate with Couriers for timely pick- up and delivery of shipments
• Track Collections against pick ups
• Prepare daily Collection report
• Ensure all deliveries are as per the delivery schedules
  
  

• Ensures timely updating of work-related metrics such as individual daily target, total processed applications, attendance, daily activities etc. in the records provided by the senior or supervisor
• Adheres to the work-plan provided by the supervisor while undertaking routine processing activities
  
  

• Ensures customer information security by adhering to strict guidelines for collecting, processing, and recording information collected from the customer in the course of routine operations
  
  

• Provides expertise to new and/or junior members in the team to guide them on a day-to-day basis and help them scale up faster
  
  

• Strives to achieve the highest levels of proficiency in all the competencies and skills required to perform the role.
• Identifies the training and development requirements for self and agrees on the manager to ensure that the required trainings are arranged and attended.
• Sets the performance goals in the beginning of the year after discussion with the manager and ensures that the goals are achieved during the course of the year
  
  

• Prepare timely and accurate MIS statements and reports as required
  
  

• Provides feedback regularly on the effectiveness and soundness of policies and procedures.
• Ensures that policies and processes fulfil all procedural/legislative requirements while delivering a quality, cost-effective service.
• Understand and embrace the corporate information security framework and perform duties according to the policy, procedures, standards, and guidelines.
  
  

• Ensures compliance with all relevant quality management procedures and controls to guarantee compliance and delivery of high-quality service.
• Stimulates and contributes to the identification of opportunities for continuous improvement of systems, processes and practices considering best practices, improvement of business processes, cost reduction and productivity improvement.
  
  

• High School or bachelor’s degree or equivalent
  
  

• Minimum 2-3 years of experience in a similar environment