Mahendra Singh

* Managing an environment concerning the delivery of Amazon orders direct to our customers, subject to ever rising volume and complexity, operating on a 24/7 basis.
* Managing day-to-day relationships with multiple Delivery Service Providers (DSPs).
* Driving operational goals and metrics for your Delivery Station. Communicating the vision to your team.
* Presenting operational metrics regularly to the senior leadership team.
* Problem-solves for closing gaps between performance and goals.
* Hires and develops top talent. Creates and implements a talent plan for the site including talent acquisition, performance and career management, learning and development, succession planning, and employee engagement.
* Works with key business partners such as Transport & Sortation, DSP Management, Finance, Loss Prevention, IT, HR, ACES and Engineering.

• Responsibilities: - Responsible for management for delivery Station
• Manages day-to-day relationships with multiple Delivery Service
• Providers (DSPs) and monitors delivery metrics
• Manage a team within a very fast-paced/time-critical and demanding environment
• Develops talent - Create, lead, engage with and direct a workforce to drive enhanced performance through our people agenda
• Implements change and/or develop new processes as required to provide ability to better service Amazon customers, reduce cost to serve and improve contribution
• Working with key business partners such as Transport & Sort,
• ISP Management, Finance, Loss Prevention, IT, HR, ACES and
• Engineering to deliver the operating plan and to secure required support and resources for projects and initiatives
• To drive a customer-focused culture within the operations department by implementing and managing initiatives and tools that aim to achieve customer satisfaction, loyalty and retention through delivery of excellent service levels
• To meet the targets on delivering on time and in perfect condition in order to achieve customer satisfaction through an efficient operations process at optimum cost
• Exceed all performance targets
• To effectively plan manpower, facilities and equipment resources to meet and exceed internal and external service levels at all times, and to provide excellent service to customers
• Participate in cross-functional Process and Business Improvement projects within the operations.

• Defining, building and executing the delivery process from delivery station to customer address
• Engage closely with the delivery team including associates, developing and maintaining a highly motivated and performance driven team
• Ensure enough bandwidth in territorial delivery team to ensure peak time delivery management
• Continuously improve the delivery process and attain a sustained level of delivery performance, through process and training improvements
• Initiates improvements to enhance quality standards, reduce waste, and eliminate unnecessary work
• Analysis of the data reports to identify performance bottlenecks and improve performance
• All other KRA's are similar to Delivery Supervisor mentioned in
• Section- 2 below.

• Understanding of the Station responsibility area, sectors, routes, pin codes and milestones in the station covered geography
• Shift Performance - By measuring various metrics such as DC opening and closing times, CSC turnaround times, Cash Handling and delivery metrics for each DA
• Expertise with COMP - To be able to process a package through various stages in COMP
• Ability to handle exceptions in COMP
• Expertise with CSC - To be able to manage CS queries effectively and within reasonable timeframe and ability to raise CCR and provide timely and correct feedback to CSC team
• Associate training - SJI, briefing/ de-briefing, Standard verbiage
• To be able to monitor and guide Associates in their equipment maintenance
• Expertise in delivery operations- assign, depart, back to station and cash remittance etc
• Route Planning for delivery and pick-up of associate and ensure that the customer promises are not missed
• Ensure discipline (Grooming, Punctuality and attendance) of delivery associates
• Follow-up with concerned for salary and other reimbursement of team and maintain the data regularly
• Onboarding of new associates and hand-holding till the time he is trained completely
• Audit of vehicle and documents of associates on a regular interval
• Went for deliveries on field during several times during high volume at station.

• To handle a team of Customer Care Executives and generate required output from them
• To adhere to the Quality Parameters of customer service and ensure their compliance
• To maintain PNL accounts and proceed towards the profitability of the store accordingly
• Ensure maximum Customer Retention and prevent Churn through better service delivery
• Ensure Sales targets are achieved on monthly basis with quality numbers
• Proper Closure of escalated cases pertaining to store within the defined TAT
• Manage the store Visibility and get the Marketing related cases closed on priority
• Control the operating expenses of the store productively and efficiently
• Ensure good product knowledge among CCE's and their performance in knowledge tests
• Ensure store achieves good score in internal process audits and
• IPSOS
• Prepare & maintain duty roster of team
• Follow up with HR regarding salary and other reimbursement of team members
• Store infrastructure maintenance and follow-up with vendors
• Monitor opening and closing stock and cash of the store regularly so as to avoid any
• Discrepancies
• Conduct R&R at the store for executive's motivation.

• Delivering customer service at front end
• Responsible for resolving customer's queries, requests and complaints
• Responsible for Sales of Prepaid, Postpaid, recharges and VAS products
• Cash Management and Banking
• Visiting corporate offices for corporate deals
• Organize Promotional campaigns.