1. Purpose

Responsible for ensuring all mail communications/ reverts, customer call handling, regulatory clearance follow-up with origin and coordinating with operations teams for issues regarding priority deliveries, delays, exceptions, etc. at the Air Hub

2. Key Responsibilities

Responsibilities

Handle all mail communications (with internal & external customers) at the Air Hub; Responsible for mail reverts and coordination with relevant departments (PUDs, warehouses, origin etc) for the same
Monitor exception cases at the Air Hub (e.g. unidentified shipments, undelivered shipments, SLAH, Regulatory hold cases etc.) and follow up with operations for corrective actions
Responsible for customer service support at the Air Hub to ensure provision of quality services to all Blue Dart customers (if applicable); Also coordinate with the Regional Customer Services Team as and when required
Track all shipments for the Air Hub and update operations teams in cases of delays, route changes or any other exceptions
Communicate with customers in cases of delays, undelivered shipments or regulatory hold shipments and ensure corrective action
Monitor gaps in regulatory compliance and provide support in resolving all regulatory issues, in conjunction with the Regulatory Team
Monitor transit time and Net Service Levels (NSL) and provide regular inputs to the senior management regarding the same
Track and ensure timely closure of all SHIELD (online security module) and CARESS cases related to the Air Hub
Support the Operations Team in its activities to ensure efficient and smooth conduct of activities at the Air Hub

3. Key Result Areas and Key Performance Indicators

S. No	Key Result Areas	Key Performance Indicators
1.	Support service quality and excellence in the Air Hub	· Timely updation of status (in scan, out scan, exceptions, pre-alerts etc) in the system (% compliance within TAT)
2.	Efficient handling of exceptions in the Air Hub	·% exception cases resolved within defined TAT
· Number of cases of priority shipments and urgent shipments not delivered
3.	Support in regulatory compliance cases	· Number of unresolved cases (beyond a defined threshold) of regulatory non-compliance requiring any customer documents to be procured
4.	Ensure customer satisfaction	· Adherence to overall customer service SOPs in the Hub in terms of defined TATs and timelines
5.	Ensure Performance Driven Culture	· Adherence to Performance Management system timelines and guidelines

Operations Executive (JRT)