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

Consignment handling

• 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

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Maintaining Work-Related Records

• 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

Maintains Customer Information Confidentiality

• 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

Team Management

• 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

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Self-Development

• 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

MIS and Reports

• Prepare timely and accurate MIS statements and reports as required

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Policies, Systems, and Procedures

• 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.

Quality Management and Continuous Improvement

• 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.

Academic/ Vocational Qualifications

• High School or bachelor’s degree or equivalent

Work Experience

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

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