Job Title: Service In-charge

Function: Regional Business

Reports To: Branch Operations Head

Location: Branch / Service Centre / BDO

Travel Required: 25%, 50%, 75%

Job Summary

The Service In-charge is responsible for managing the day-to-day operations of one or more assigned Service Centres, Branches or Business Delivery Offices (BDOs), ensuring safe, timely and cost-effective movement of shipments while consistently delivering high standards of operational performance and customer service.

Reporting to the Branch Operations Head, the role provides operational leadership across the assigned locations by driving service quality, shipment processing, pickup and delivery performance, workforce productivity, customer experience, operational compliance and financial controls.

The incumbent works closely with internal stakeholders and external partners to ensure seamless execution of operations, adherence to organisational standards and continuous improvement in operational efficiency.

To manage the end-to-end operations of assigned Service Centres, Branches or BDOs by ensuring operational excellence, service quality, workforce effectiveness, customer satisfaction and compliance with organisational policies, while achieving productivity, cost and business performance objectives.

Responsibilities

Service Centre Operations Management

- Lead the day-to-day operations of assigned Service Centres, Branches and BDOs to ensure secure, efficient and timely execution of operational activities.
- Ensure adherence to operational workflows, standard operating procedures (SOPs) and service quality standards.
- Monitor daily operational performance and ensure achievement of shipment processing and delivery commitments.
- Drive operational discipline and ensure seamless coordination across all operational activities.
- Ensure readiness of manpower, infrastructure and operational resources to support business requirements.

Shipment Processing Distribution Management

- Monitor inbound and outbound shipment processing, scanning, sorting, dispatch and reconciliation activities.
- Review shipment pre-alerts and plan operational activities to ensure timely processing and deliveries.
- Ensure timely allocation of delivery sheets, handheld devices and operational resources.
- Monitor delivery performance and proactively minimise undelivered shipments, return-to-origin (RTO) cases and operational exceptions.
- Coordinate with Hub Operations, Origin locations and Customer Service teams to resolve shipment-related issues.

Customer Service Exception Management

- Ensure timely resolution of operational exceptions impacting customer deliveries.
- Coordinate with Customer Service teams to provide prompt resolution of customer complaints and service issues.
- Monitor exception cases and ensure timely follow-up with all stakeholders.




- Ensure accurate and timely status updates in operational systems.
- Drive service quality initiatives to enhance customer satisfaction and operational reliability.

Workforce Resource Management

- Lead, guide and support operational employees and outsourced workforce across assigned locations.
- Conduct regular operational briefings and allocate responsibilities to ensure effective execution.
- Ensure optimum deployment of manpower, delivery resources and operational equipment.
- Monitor employee attendance, productivity and operational discipline.
- Support capability development through coaching, on-the-job guidance and adherence to training programmes.

Financial Administrative Controls

- Ensure accurate reconciliation and accounting of Cash on Delivery (COD) collections, customer documents and operational records.
- Monitor branch operating expenses and ensure prudent utilisation of resources in line with approved budgets.
- Maintain accountability of operational assets including handheld devices, scanners, vehicles and other equipment.
- Ensure timely completion of branch administration, documentation, reporting and statutory records.
- Coordinate with Finance and other support functions to resolve operational and administrative issues.

Safety Compliance

- Ensure compliance with all organisational policies, operational SOPs and statutory regulations governing branch operations.
- Promote a culture of safety by ensuring adherence to security, road safety and workplace safety standards.
- Support periodic operational, security and quality audits and ensure timely closure of audit observations.
- Ensure proper handling of shipments, operational assets and customer consignments to minimise operational risks.
- Drive compliance with company initiatives related to ethics, governance and risk management.

Operational Governance Performance Management

- Monitor key operational performance indicators including service quality, productivity, shipment accuracy and delivery performance.
- Prepare and review operational MIS, productivity reports and performance dashboards for assigned locations.
- Identify operational bottlenecks and implement corrective actions to improve efficiency and service reliability.
- Coordinate with cross-functional teams including Customer Service, Sales, Network Operations and Hub Operations to ensure seamless execution.
- Escalate operational risks, capacity constraints and service issues in a timely manner while driving sustainable solutions.





Continuous Improvement

- Identify opportunities to improve operational productivity, cost efficiency and service quality across assigned locations.
- Support implementation of process improvements, automation initiatives and operational best practices.
- Encourage a culture of continuous learning, accountability and operational excellence within the team.
- Participate in business improvement projects and network initiatives to strengthen operational capability.
- Drive standardisation of processes to ensure consistent service delivery across all assigned branches and service centres.

Qualifications Experience

Education. Bachelor's Degree in any discipline. Certification or Diploma in Logistics, Supply Chain Management or Operations Management will be an added advantage.

Experience. 5-8 years of experience in courier, express logistics, transportation, supply chain or distribution operations. Proven experience in managing branch, service centre or last-mile operations. Experience in leading frontline operational teams and coordinating with cross-functional stakeholders. Exposure to customer service, operational compliance, productivity management and performance reporting. Working knowledge of operational systems, shipment tracking platforms and Microsoft Office applications.

Skills Capabilities

Technical Skills

- Branch Service Centre Operations Management
- Pickup Delivery Operations
- Shipment Processing Distribution Management
- Workforce Planning Resource Utilisation
- Customer Service Exception Management
- Operational MIS Performance Reporting
- Process Improvement Operational Excellence
- Safety, Security Regulatory Compliance
- Microsoft Office Operational Systems

Key Competencies

- Operational Leadership
- Customer Centricity
- Planning Organising
- Decision Making
- Problem Solving Analytical Thinking
- Team Leadership People Development
- Collaboration Stakeholder Management
- Accountability Ownership
- Adaptability Resilience
- Continuous Improvement Mindset

Key Performance Indicators

- Service Performance
- On-Time Delivery %
- Shipment Processing Accuracy
- Service Level Adherence
- Customer Experience
- Customer Complaint Resolution TAT
- Service Recovery Effectiveness
- Customer Satisfaction
- Operational Productivity
- Manpower Productivity
- Vehicle Utilisation
- Resource Optimisation
- Audit Compliance
- SOP Adherence
- Safety Security Compliance
- Team Productivity
- Employee Development
- Attendance Discipline
- Process Improvement Initiatives
- Operational Efficiency
- Cost Optimisation

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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