Rita Charitable Trust

Courier – Manager ( 1 years diploma)

Courier – Manager click here

Brief Job Description: The individual is responsible for managing the operations and
business decisions with respect to the branch/ area, covering service center
operations, last mile, customer service excellence, coordinating with vendors,

Courier – Manager ( 1 years diploma)
Courier – Manager ( 1 years diploma)


contractors, business development and performance review. S/he is responsible for
overall financial and physical performance of the unit

Qualifications Pack for Courier Manager

Options

Option 1: Profit management
The unit is about performing cost optimization, profit management and strategic
business activities.


Option 2: Warehouse operations management
Sub sector – Warehousing
The unit is about managing warehouse operations including forecasting, resource
planning, inventory monitoring and operations management


Personal Attributes: The individual should have excellent communication skills,
analytical skills and professional values. S/he should be able to help operations
team to solve problems and aid management in decision making. The role may
require working additional hours from time to time and some physical effort.

Description
Core Skills/Generic
Skills
Core Skills or Generic Skills are a group of skills that are key to learning and
working in today’s world. These skills are typically needed in any work
environment. In the context of the NOS, these include communication related
skills that are applicable to most job roles.


Function
Function is an activity necessary for achieving the key purpose of the sector,
occupation, or area of work, which can be carried out by a person or a group
of persons. Functions are identified through functional analysis and form the
basis of NOS.


Job role Job role defines a unique set of functions that together form a unique
employment opportunity in an organization.
Knowledge and
Understanding
Knowledge and Understanding are statements which together specify the
technical, generic, professional and organizational specific knowledge that an
individual need in order to perform to the required standard.


National Occupational
Standards (NOS) NOS are Occupational Standards which apply uniquely in the Indian context
Occupation Occupation is a set of job roles, which perform similar/related set of functions
in an industry.


Organizational Context
Organizational Context includes the way the organization is structured and
how it operates, including the extent of operative knowledge managers have
of their relevant areas of responsibility.
Performance Criteria Performance Criteria are statements that together specify the standard of
performance required when carrying out a task.


Qualifications
Pack(QP)
Qualifications Pack comprises the set of NOS, together with the educational,
training and other criteria required to perform a job role. A Qualifications
Pack is assigned a unique qualification pack code.


Qualifications Pack
Code
Qualifications Pack Code is a unique reference code that identifies a
qualifications pack.


Electives
Electives are NOS/set of NOS that are identified by the sector as contributive
to specialization in a job role. There may be multiple electives within a QP for
each specialized job role. Trainees must select at least one elective for the
successful completion of a QP with Electives.


Options
Options are NOS/set of NOS that are identified by the sector as additional
skills. There may be multiple options within a QP. It is not mandatory to select
any of the options to complete a QP with Options.


Unit Code Unit code is a unique identifier for an Occupational Standard, which is
denoted by an ‘N


Unit Title Unit title gives a clear overall statement about what the incumbent should be
able to do


Description
Description gives a short summary of the unit content. This would be helpful
to anyone searching on a database to verify that this is the appropriate OS
they are looking for.


Scope Scope is the set of statements specifying the range of variables that an
individual may have to deal with in carrying out the function which have a

critical impact on the quality of performance required.


Sector
Sector is a conglomeration of different business operations having similar
businesses and interests. It may also be defined as a distinct subset of the
economy whose components share similar characteristics and interests.


Sub-Sector Sub-sector is derived from a further breakdown based on the characteristics
and interests of its components.


Sub-functions Sub-functions are sub-activities essential to fulfil the achieving the objectives
of the function.


Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish specific
designated responsibilities.

Description
3PL Third-party logistics
5S Sort, Set In order, Shine, Standardize and Sustain
CGST Central Goods and Services Tax
ERP Enterprise Resource Planning


FIFO First-in-first out
FILO First-in-last-out
GST Goods and Services Tax
HR Human Resources


HSN Harmonized System of Nomenclature
IGST Integrated Goods and Services Tax
IT Information Technology
JIT Just in time


KPI Key Performance Indicator
MHE Material Handling Equipment
MIS Management Information System
MMS Material Management System


NSQF National Skills Qualifications Framework
OH&S Occupational Health and Safety
OS Occupational Standards


OSHA Occupational Safety and Health Administration
PGAs Partner Government Agencies
PO Purchase order
PPE Personal Protective Equipment
QP Qualifications Pack


SLA Service level agreements
SOP Standard Operating Procedure
SOW Statement of work
TAT Turnaround Time


TMS Transport Management System
WMS Warehouse Management System

Conduct daily review and facilitate operations
Description This unit is about conducting daily status reviews and facilitating daily operations
Scope This unit/task covers the following:


• Review status of previous day’s work and pending activities
• Approve daily workplans and allocate tasks
• Facilitate smooth operations
• Forecast and budget resources for operations
• Check compliance with legal and regulatory requirements


Range: Computers, Management information system (MIS), Enterprise resource
planning (ERP), performance review softwares, budgeting and forecasting softwares


Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Review status of
previous day’s work
and pending
activities


To be competent, the user/individual on the job must be able to:
PC1. review previous day performance reports with supervisors and executives
PC2. plan for completion of pending works
PC3. escalate any situations which needs the input/ intervention of senior
management or client


Approve daily work
plans
and allocate
resources
To be competent, the user/individual on the job must be able to:
PC4. review and approve daily work plan prepared by supervisors, and approve
adhoc resources incase of exigencies


PC5. allocate resources for completion of priority tasks
PC6. prepare/review weekly work plan
Facilitate smooth
operations


To be competent, the user/ individual must be able to:
PC7. monitor and guide subordinates to ensure seamless operations as planned
PC8. ensure optimal utilisation of all assets and resources as per performance
targets


PC9. provide required support in terms of resources, and process clarifications
PC10. facilitate resolution with other departments and external parties in case of
any escalation or deviation


PC11. coordinate with clients in cases of delays, pending issues, etc.
PC12. facilitate training for subordinates on process improvements and develop
their capabilities


PC13. ensure ERP and Information Technology (IT) tools are being used as per
Standard Operating Procedure (SOP)
Forecast and budget
resources for
operations


To be competent, the user/ individual must be able to:
PC14. analyse business trends and forecast business
PC15. prepare budget for resources and assets
PC16. set-up consensus meetings with peers and seniors and get their approval on
the forecast and budgets


PC17. prepare weekly and monthly work plans as per budget
Ensure compliance
with legal and
regulatory


To be competent, the user/ individual must be able to:
PC18. monitor process compliance to relevant state, country and international laws
on a periodic basis

PC19. monitor process compliance to organizational policies and procedures
PC20. review areas of non-compliance and examine the reasons
PC21. take corrective and preventive actions to ensure compliance
PC22. adhere and ensure compliance related to hazardous goods storage and
handling regulations


Knowledge and understanding (K)
A. Organizational
context
(Knowledge of the
company /
organization and
its processes)


The individual on the job needs to know and understand:
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards as well as
documentation policy


KA4. importance of the individual’s role in the workflow
KA5. company’s policy on business ethics and code of conduct
KA6. business and performance of the company
KA7. knowledge repository and various projects done by the company
KA8. occupational health and safety standards, handling of special and dangerous
goods, etc.


KA9. procedures for dealing with loss or damage to goods
KA10. value of items handled and implications of damage/loss of the same
KA11. risk and impact of not following defined work, safety and security procedures
KA12. company policy defined turnaround time (TATs) and output metrics for daily
operations


KA13. just in time (JIT) mode of inventory management
KA14. coding system followed to label items
KA15. the IT system and ERP system of the organization


B. Technical
knowledge
The individual on the job needs to know and understand:
KB1. process flow of service operation and understanding of basic supply chain
value chain


KB2. state/country taxes and routing
KB3. local and global geographies
KB4. use of ERP software including Warehouse Management System (WMS),
Material Management System (MMS) and Transport Management System
(TMS)


KB5. use tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, processing clearances, etc.


KB9. transit rules and regulations
KB10. different Material Handling Equipment (MHEs) and other equipment used for
handling the shipment
KB11. procurement related concepts like Purchase order (PO), Invoices, procedures
etc.
Skills (S)
A. Core skills/ Reading skills

generic skills The user/individual on the job needs to know how to read:
SA1. work instructions, customer requirement and quality policy
SA2. legal policies and regulations
SA3. internal communications memorandums
SA4. checklists and daily reports


Writing skills
The user/individual on the job needs to know how to:
SA5. maintain the record of as per company’s policy
SA6. make the note of instructions to team members
SA7. develop operating procedures and their updation
SA8. write communications, letters both within the company and to other
stakeholders and clients


SA9. prepare daily reports, checklists and create documents for internal
communication
Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA10. communicate with all internal and external stakeholders
SA11. share experiences and provide guidance to juniors and peers


SA12. listen to queiries and requirements of internal and external stakeholders
B. Professional skills Decision making
The user/individual on the job needs to know how to:
SB1. decide regarding allocation of adequate resource based on forecasts and job
requirement


SB2. decide on appropriate ways to resolve inefficiency, escalations, pilferage
issues, etc.
SB3. priortise the work flow based on review of the variuous reports and urgent
requirements


Plan and organize
The user/individual on the job needs to know how to:
SB4. prioritize and execute the work order within pre-decided timelines
SB5. maintain schedules and punctuality for work process


SB6. plan and forecast for upcoming events, festivals which may create high
demand or high absenteeism of human resources
SB7. motivate team members to achieve the targets


Customer centricity
The user/individual on the job needs to know how to:
SB8. adhere to the customer timelines
SB9. prevent company and customer information leakage
SB10. address the requirement of the customer


SB11. take prompt action on queries raised by the customer
SB12. plan for any alternatives in case of delays
SB13. maintain regular contact with customer and keep him/her updated on status


Problem solving
The user/individual on the job needs to know how to:
SB14. identify trends/common causes for errors and suggest possible solutions

SB16. handle day to day escalated problems like delays, staffing shortage, external
factors, etc


SB17. delegate work appropriately
SB18. identify and resolve issues due to technical or human error


Analytical thinking
The user/individual on the job needs to know and understand how to:
SB19. analyze the resource requirement in terms of manpower, delivery vehicles,
software, system, etc. in line with forecasts and past trends


SB20. provide suggestions and methodologies for operational activities in order to
increase the productivity


SB21. analyse reports and take necessary action
SB22. assess delays or non-performance in daily reporting or closures
SB23. anticipate external factors that may affect operations and plan for the same


Critical Thinking
The user/individual on the job needs to have ability to:
SB24. think through on different queries and escalations and quickly identify
possible solutions and work-around
SB25. handle personality clashes


SB26. think tactically to handle adverse situations, with attention to details
SB27. improve work processes by adopting global best practices

Oversee domestic and international operations
Description This unit is about overseeing domestic and international operations
Scope This unit/task covers the following:
• Oversee domestic courier operations
• Oversee express and international operations


Range: MS office, Enterprise Resource Planning (ERP), Analytical software, stationery,
computer, projector, TV, etc.
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Oversee domestic
courier operations


To be competent, the user/ individual must be able to:
PC1. review previous day operations by inspecting operational reports regarding
arrivals and despatches, adherence to timelines, resource utilization, etc.


PC2. review daily operations plan submitted by supervisor and approve/provide
inputs based on pending and priority deliveries
PC3. get regular update from supervisors regarding loading, unloading, scheduling,
etc., and direct them in case of deviations


PC4. coordinate with internal and external stakeholders to facilitate operations
PC5. review adherence to Key Performance Indicator(KPI) and Service Level
Agreement (SLA) of delivery & pickup commitment


PC6. examine costs associated transportation, processing, delivery etc. and provide
inputs to optimise them
PC7. review and approve budget for scheduled pickup/deliveries
PC8. based on the trend analysis report implement corrective and preventive
actions


Oversee express and
international
operations
To be competent, the user/ individual must be able to:
PC9. coordinate with customs brokers, air freight stations/cargo terminals,
shipping agencies and clients to facilitate smooth operations


PC10. coordinate with customs department and facilitiate release of critical
shipments
PC11. identify and finalise on partners for last mile delivery operations in different
countries
PC12. coordinate with counterpart at the receiving destination to ensure hassle free
operations


Knowledge and Understanding (K)

A. Organizational
context
(Knowledge of the
company /
organization and
its processes)


The individual on the job needs to know and understand:
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards and
documentation policy


KA4. company’s policy on business ethics and code of conduct
KA5. business and performance of the company
KA6. knowledge repository and various projects done by the company importance
of the individual’s role in the workflow


KA7. occupational health and safety standards
KA8. procedures for dealing with loss or damage to shipment
KA9. value of items handled and implications of damage/loss of the same


KA10. risk and impact of not following defined work, safety and security procedures
KA11. nature of the products transported and the variances in their characteristics
KA12. company policy defined turnaround time (TATs) for operations
KA13. coding system followed to label items


KA14. the Information Technology (IT) system and ERP system of the organization
B. Technical
knowledge
The individual on the job needs to know and understand:
KB1. process flow of service operation and understanding of basic supply chain
value chain


KB2. state/country taxes and routing
KB3. local and global geographies
KB4. use of ERP software including Warehouse Management System (WMS),
Material Management System (MMS) and Transport Management System
(TMS)


KB5. use of tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, processing clearances, etc.


KB9. transit rules and regulations
KB10. different Material Handling Equipment (MHEs) and other equipment used for
handling the shipment
KB11. procurement related concepts like Purchase order (PO), Invoices, procedures
etc.


KB12. custom clearance operations, custom documents, Harmonised System of
Nomenclature (HSN) codes, country wise different importing regulation
requirement
KB13. management information system (MIS)
KB14. different ways of transporting courier – air cargo, sea cargo,land transport,
permits and regulaotry requirement with respect to each of these
Skills (S)


A. Core skills/ Reading skills generic skills
The user/individual on the job needs to know how to read:
SA1. company’s work instructions, customer requirement and quality policy

SA2. legal policies and regulations pertaining to country or state
SA3. internal communications memorandums
SA4. legal documentation part of the shipment
SA5. checklists and daily reports


Writing skills
The user/individual on the job needs to know how to:
SA6. write letters, emails, communications, instruction notes, internal notices, etc.
SA7. develop and amend standard operating procedures (SOPs), internal
documents, custom forms, shipment forms, etc.


SA8. prepare daily reports, checklists
Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA9. communicate with all stakeholders
SA10. listen to requirements and suggest solutions to supervisors, executives, etc.
B. Professional skills Decision making


The user/individual on the job needs to know how to:
SB1. decide on the most approporate shipper/ transporter/ partner
SB2. decide on appropriate ways to resolve issues with respect to custom
documents, regulatory requirements


SB3. decide changes changes in operational plan if required including allocation of
additional resources or withdrawal of resources as required
SB4. identify and priortise the work flow based on review of the variuous reports
Plan and organize
The user/individual on the job needs to know how to:
SB5. prioritize and ensure execution of the work order within predecided timelines
SB6. maintain schedules and punctuality for work process


SB7. plan and forecast for upcoming events, festivals which may create high
demand or high absenteeism of human resources
SB8. motivate team members to achieve the targets
SB9. delegate work appropriately ensuring the resource utilization and focus on
priorities


Customer centricity
The user/individual on the job needs to know how to:
SB10. address the customer requirements and timelines
SB11. coordinate with customers and inform regarding the status of their shipments
SB12. plan for any alternatives as and when required


Problem Solving
The user/individual on the job needs to know and understand how to:
SB13.resolve issues with respect to document
SB14. handle day to day problems like delays, staffing shortage, etc
SB15. address issues with respect to damage to cargo, coordination with


transporter/ partner in a foreign location
SB16. identify and resolve issues due to technical or human error
Analytical Thinking

The user/individual on the job needs to know and understand how to:
SB17. analyze the resource requirement in terms of manpower, delivery vehicles,


software, system, etc.
SB18. provide suggestions and methodologies for operational activities in order to
increase the productivity of the system and making overall monitoring more
effective
SB19. analyse reports and take necessary action
SB20. assess delays or non-performance in daily reporting or closures
Critical Thinking
The user/individual on the job needs to know and understand how to:
SB21. concentrate at the task at hand and complete it without errors


SB22. think tactically, with excellent attention to detail
SB23. improve work processes by adopting best practices

Build customer relations and handle key accounts
Description This unit is about building customer relations and handling key accounts
Scope This unit/task covers the following:
• Enhance customer relations
• Handle key accounts
• Identify and convert new prospects
Range: MS-word, MS-excel, Enterprise resource planning (ERP), computer, projector,


worksheets, stationery, business planning model/software etc.
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Enhance customer
relations
To be competent, the user/ individual must be able to:
PC1. coordinate with client’s nominated representative/s and build a good rapport
with them
PC2. receive feedback from the customers on a periodical basis
PC3. analyse feedback given by customers and develop or improve the system


accordingly
PC4. provide customised solutions to customers and assist in resolving their issues
PC5. work on the system improvement w.r.t. operational process management,
claims management, customer relationship management, etc. in order to
improve the customer service experience with organisation
PC6. retain the customer by earning their goodwill and by providing value adding
services
Handle key accounts To be competent, the user/ individual must be able to:
PC7. organise and conduct regular meetings with stakeholders from key accounts
PC8. offer bundled products and solutions as value added services to increase
business


PC9. take necessary corrective and preventive action on customer feedback
PC10. resolve concerns raised from key accounts on priority
PC11. inform the customer about existing and upcoming offers, discounts, new
launches, seminars and workshop
Identify and convert
prospects


To be competent, the user/ individual must be able to:
PC12. understand the potential of prospective leads and pitch for sales
PC13. convert prospective lead into a customer by building a good rapport and
provide customised solutions based on their business requirement


PC14. provide initial subscription benefits to clients and create synergies through
customised and bundled offerings
PC15. acquire new clients and increase the overall client base

Knowledge and understanding (K)

A. Organizational
context
(Knowledge of the
company /
organization and
its processes)


The user/individual on the job needs to know and understand:
KA1. vision, mission and values of the company
KA2. company’s policy and work instructions on quality standards
KA3. company’s customer profile


KA4. company’s reporting structure
KA5. company’s documentation policy
KA6. procedures for dealing with loss or damage to shipment
KA7. services offered by company
KA8. importance of the individual’s role in the workflow
KA9. occupational health and safety standards


KA10. company’s policy on business ethics and code of conduct
B. Technical
knowledge
The user/individual on the job needs to know and understand:
KB1. transit rules and regulations
KB2. process flow of warehouse, transport and material handling service operation
KB3. state/country taxes and routing
KB4. local and global geographies


KB5. use of ERP software including Warehouse Management System (WMS),
Material Management System (MMS) and Transport Management System
(TMS)
KB6. use of tools for documentation: MS excel and MS Word
KB7. basics of statistical and quantitative analysis tools
KB8. use of spread sheets to tabulate and analyse the data


KB9. structure and implications of fees and charges involved in transportation
KB10. the use of computer or handheld device to communicate effectively and
productively


KB11. importance of documenting customer feedback as per Standard Operating
Procedure (SOP)
KB12. how to demonstrate ethics and convey discipline to the customers
KB13. importance of gaining customer satisfaction
Skills (S)


A. Core skills/
generic skills
Reading skills
The user/ individual on the job needs to know how to read:
SA1. company quality policy, work instructions and customer requirement
SA2. transit rules and trade policies
SA3. regulatory requirement associated with custom clearance
SA4. e-mails, invoices, letters, notes, memos, agreement reports, etc.
SA5. contracts, Service level agreements (SLA) and statement f work (SOW)
Writing skills


The user/ individual on the job needs to know how to:
SA6. maintain the record of as per company’s policy
SA7. make the note of instructions to team members


SA8. develop operating procedures, improvements
SA9. write communications, letters and documents for internal communication
SA10. prepare daily reports, checklists
Oral communication (listening and speaking skills)

The user/ individual on the job needs to know how to:
SA11. listen and understand the requirements of the client
SA12. communicate with clients, government officials and other stakeholders
SA13. exchange information with other managers, supervisory and operational staff
B. Professional skills Decision making


The user/ individual on the job needs to know how to:
SB1. decide on corrective measures to improve customer ratings
SB2. decide on actions to be taken on escalations raised by the customer
SB3. take appropriate action for poor performance by vendor/ 3PL
SB4. identify and prioritise on select clients and prospects for generating business


Plan and organize
The user/ individual on the job needs to know and how to:
SB5. liaison with customers, government officials, vendors and staff
SB6. plan and organise review meetings with vendors, contractors
SB7. organise projects/ training plans for performance improvement


Customer centricity
The user/ individual on the job needs to know and understand how to:
SB8. take prompt action on queries raised by the customer
SB9. understand customer requirement and offer customised or bundled solutions
SB10. suggest ideas and solutions to increase customer loyalty and satisfaction


Problem solving
The user/ individual on the job needs to know and understand how to:
SB11. resolve the queries raised by customers
SB12. suggest solutions to the customer’s issues


Analytical thinking
The user/ individual on the job needs to know and understand how to:
SB13. identify the factors which improved the customer satisfaction as well as
ratings of the organisation


SB14. identify bundles and customisations that cater to the requirement of majority
of customers
SB15. analyse key reasons for non-performance and customer dis-satisfaction
SB16. identify key areas that are crucial for performance improvement


Critical thinking
The user/ individual on the job needs to know and understand how to:
SB17. improve work processes by adopting best practices with respect to quality of
service to the customers
SB18. act upon constructively on any problems as pointed by customers, vendors or
government officials
SB19. handle personality clashes effectively

Business development and stakeholder relations
Description This unit is about generating new business and maintaining relation with all
stakeholders


Scope This unit/task covers the following:
• Generate new business prospects
• Maintain customer relations
• Coordinate with government officials, vendors and contractors
Range: Computers, Enterprise Resource Planning (ERP), business lead softwares


Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Generate new
business prospects
To be competent, the user/individual on the job must be able to:
PC1. obtain a list of existing clients and new prospects from the company’s sales
database.


PC2. prepare sales targets and relationship strategies
PC3. prioritize the clients for contacting, based on the previous relationship
building calls made to each of them
PC4. call clients and prospects to seek meeting


PC5. meet client to offer new services and take feedback for current services
PC6. identify client’s business need and offer customized and bundled solutions
PC7. negotiate on costs, close the deal and collect organizational and payment
details of the client


PC8. take client’s feedback before leaving
PC9. update information into ERP, inform the relevant departments on sale
closure
Maintain customer
relations


To be competent, the user/ individual must be able to:
PC10. regularly interact with the client over phone, emails or personal visits and
quickly respond to their queries


PC11. address the query raised by the customers effectively and timely
PC12. take appropriate actions on escalations raised by customers
PC13. handle customer grievances such as damage or tampering of shipment,


extra charges levied, failure to deliver as per commitment, delays etc.
PC14. provide regular information to clients regarding new offerings, discounts,
customised solutions, etc.
Co-ordinate with
government officials,
vendors and
contractors


To be competent, the user/ individual must be able to:
PC15. liaise with customs, Partner Government Agencies (PGAs), other Govt.
departments, etc. and build professional relations with them
PC16. analyse and manage insurance claim requests

PC17. co-ordinate with marketing agencies for publicity of services of the
company
PC18. negotiate with carriers, warehouse and transport operators, custom
brokers, insurance company representatives, vendors, etc. for services,
preferential rates, service level agreements (SLA), payment period, etc.


PC19. co-ordinate with labour contractor and local vendors for sufficient
workforce, carrier vehicle availability as per work demand
Knowledge and understanding (K)
A. Organizational
context
(Knowledge of the
company /
organization and
its proses)


The individual on the job needs to know and understand:
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards as well as
documentation policy


KA4. importance of the individual’s role in the workflow
KA5. company’s policy on business ethics and code of conduct
KA6. business and performance of the company
KA7. knowledge repository and various projects done by the company
KA8. occupational health and safety standards, handling of special and dangerous
goods, etc.


KA9. procedures for dealing with loss or damage to goods
KA10. value of items handled and implications of damage/loss of the same
KA11. risk and impact of not following defined work, safety and security procedures
KA12. company policy defined Turnaround Time (TATs) and output metrics for daily
operations


KA13. just in time (JIT) mode of inventory management
KA14. coding system followed to label items
KA15. the Information Technology (IT) system and ERP system of the organization


B. Technical
knowledge
The user/individual on the job needs to know and understand:
KB1. process flow of service operation, value chain and basic supply chain value
map within the sub sector
KB2. state/country taxes and routing


KB3. local and global geographical knowledge
KB4. use of ERP software including Warehouse Management System (WMS),
Material Management System (MMS) and Transport Management System
(TMS)


KB5. use of tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, etc.


KB9. transit rules and regulations
KB10. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB11. customer relationship management

KB12. about contract management and SLA
KB13. factors for evaluation of performance of vendors
Skills (S)
A. Core skills/ generic
skills
Reading skills
The user/ individual on the job needs to know how to read:
SA1. company quality policy, work instructions and customer requirement
SA2. transit rules and trade policies


SA3. regulatory requirement associated with custom clearance
SA4. e-mails, invoices, letters, notes, memos, agreement reports, etc.
Writing skills
The user/ individual on the job needs to know how to:
SA5. write e-mails and letters to government officials, customers, vendors, etc.
SA6. note information about vendors on factors like quality of service,on-time
order completion, cooperation etc


Oral communication (listening and speaking skills)
The user/ individual on the job needs to know how to:
SA7. listen and understand the requirements of the client
SA8. communicate with clients, government officials and other external
stakeholders by using various communication channels


SA9. exchange information with other managers, supervisory and operational staff
at all levels
SA10. carefully listen to vendor concerns and issues
B. Professional skills Decision making
The user/ individual on the job needs to know how to:
SB1. decide corrective measures to improve customer ratings


SB2. decide actions to be taken on escalations raised by the customer
SB3. decide appropriate action for poor performance and lack of cooperation by
vendor/ Third-party logistics (3PL)
SB4. identify and prioritise on select clients and prospects for generating business
Plan and organize


The user/ individual on the job needs to know how to:
SB5. liaison with customers, government officials, vendors and staff to ensure that
smooth functioning of service centre/office
SB6. plan and organise review meetings with vendors, contractors
SB7. organise projects/ training plans for performance improvement
Customer centricity


The user/ individual on the job needs to know how to:
SB8. take prompt action on queries raised by the customer
SB9. address customer requirement and offer customised or bundled solutions
SB10. suggest ideas and solutions to increase customer loyalty and satisfaction
Problem solving
The user/ individual on the job needs to know how to:
SB11. resolve the queries raised by customers as well as goverment officals

SB12. address the queries raised by vendors, contractors and other external
stakeholders
Analytical thinking


The user/ individual on the job needs to know and how to:
SB13. identify the factors that helped improve customer satisfaction
SB14. identify commonly preferred bundles and customisations
SB15. analyse reasons for customer dis-satisfaction


SB16. identify areas that are crucial for performance improvement
Critical thinking
The user/ individual on the job needs to know how to:
SB17. improve work processes by adopting best practices
SB18. act upon constructively on any problems as identified
SB19. handle personality clashes effectively

Review performance and develop performance improvement plan
Description This unit is about reviewing performance and developing performance improvement
plan
Scope This unit/task covers the following:
• Analyse activity wise operational performance
• Identify reasons for non-performance and areas for improvement
• Implement performance improvement action plans
• Provide leadership and direction


Range: Standard Operating Procedures (SOP), Management information system (MIS),
Enterprise Resource Planning (ERP), worksheets, stationery, computer, projector etc.
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Analyse activity wise
operational
performance


To be competent, the user/ individual must be able to:
PC1. identify activity related performance metrics
PC2. review output reports for escalated cases to identify reasons
PC3. review utilization rates and revenue per manpower and equipment engaged


PC4. analyse trend of defaults, delays, etc. along with their reasoning
PC5. analyse the trends of various output metrics like average time per case,
average number delays per week, etc. to measure operational performance
Identify reasons for
non-performance and
areas of
improvement


To be competent, the user/ individual must be able to:
PC6. analyse reasons for non-performance with respect to each operation and
department
PC7. identify process improvement areas and departments
PC8. identify training needs and develop training plans
PC9. analyse resource utilization trends to arrive at cases of under-utilization and
poor equipment management


PC10. examine staff turnover issues
PC11. identify the department and staffs that are underperforming and take
necessary actions to improve performance
Implement
performance review
action plan


To be competent, the user/ individual must be able to:
PC12. prioritise performance improvement project implementation
PC13. develop strategic action plans to increase overall worker and operational
efficiency
PC14. communicate performance improvement benefits to senior management and
take their approval


PC15. establish key performance indicators, track regular performance output with
respect to set goals and take corrective actions
PC16. address all employee performance problems promptly and directly in
accordance with personnel policies
PC17. take necessary action in case of theft or fiddling with the shipment
Provide leadership
and direction


To be competent, the user/ individual must be able to:
PC18. develop, implement, and manage departmental policies, procedures,

standards and strategies as required
PC19. set objectives and provide support to team members
PC20. communicate and emphasise on policies and standards in line with the
regulations laid down by various governing Acts
PC21. guide and support them to cope with work load


PC22. conduct meetings with staff to assess group’s overall performance; discuss
ideas for improvement and inform staff of new developments
PC23. support team members in identifying, developing and implementing new
ideas


PC24. direct the hiring, training, and performance evaluations of staff
Knowledge and understanding (K)
A. Organizational
context
(Knowledge of the
company /
organization and
its processes)


The user/individual on the job needs to know and understand:
KA1. vision, mission and values of the company
KA2. company’s policy on business ethics and code of conduct
KA3. business and performance of the company


KA4. knowledge repository and various projects done by the company
KA5. reporting structure to support and expedite project acivities
KA6. escalation matrix for reporting issues/challenges
KA7. company’s policy and work instructions on quality standards
KA8. company’s personnel management and incentives rules


KA9. importance of the individual’s role in the workflow
KA10. company policy defined Turnaround Time (TATs) and output metrics for daily
operations
KA11. compan

y’s approach towards skill up-gradation and technology modernisation
KA12. company’s training plans and schedules
B. Technical
Knowledge
The user/individual on the job needs to know and understand:
KB1. process flow of service operation, value chain and basic supply chain map
within the sub sector


KB2. state/country taxes and routing
KB3. local and global geographical knowledge
KB4. use of ERP software including Warehouse Management System (WMS),
Material Management System (MMS) and Transport Management System
(TMS)


KB5. use of various tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, etc.


KB9. transit rules and regulations
KB10. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB11. customer relationship management and contract management, and Service
level agreements (SLA)
KB12. factors for evaluation of operational performance and utilization for
resources

KB13. different metrics of performance evaluation
KB14. different solutions to improve performance and utilization
Skills (S)
A. Core skills/
generic skills
Reading skills


The user/ individual on the job needs to know how to read:
SA1. company policy and standard work related documents
SA2. emails, letters and instructions
SA3. daily reports
Writing skills
The user/ individual on the job needs to know how to:
SA4. prepare reports on delivery performance, demand forecast, franchisee
performance etc.


SA5. write Minutes of Meeting, mails and memos
Oral communication (listening and speaking skills)
The user/ individual on the job needs to know how to:
SA6. interact with team members to work efficiently
SA7. communicate effectively with colleagues and vendors to achieve smooth
workflow


SA8. communicate quality standards and performance metrics clearly to all the
employees
SA9. listen to queries patiently and answer them aptly
B. Professional skills Decision making
The user/ individual on the job needs to know how to:
SB1. decide on corrective measures to improve performance
SB2. identify and prioritise modules of improvement plans


SB3. prioritise areas for performance improvement
SB4. decide on actions to be taken on any issues identified hampering operational
efficiency
SB5. identify departments providing high performance and departments with low
performance
SB6. decide on training plans and improvement plans for departments and
individuals


Plan and organize
The user/ individual on the job needs to know how to:
SB7. plan and organise performance review sessions
SB8. make action plan for performance improvement


SB9. organise projects/ training plans for performance improvement
SB10. monitor the activities of the performance improvement plan
SB11. plan and organise monitoring activities to ensure no breach in terms of
commitments


SB12. timely complete analysis on reports and issues identified
Customer centricity
The user/ individual on the job needs to know how to:

SB13. analyse performance with focus on customer requirement and ability to
improve satisfaction levels with customers
SB14. sensitise individuals towards customer satisfaction and train them accordingly


Problem solving
The user/ individual on the job needs to know how to:
SB15. resolve interpersonal issues among employees
SB16. resolve performance related bottlenecks with respect to individuals and
resources


SB17. guide staff towards appropriate training to improve performance and remove
bottlenecks
SB18. assess resource utilization and performance and suggest solutions to remove
bottlenecks


Analytical thinking
The user/ individual on the job needs to know and understand how to:
SB19. analyse reports and take necessary action
SB20. analyse output and delivery performance to infer bottlenecks


SB21. assess the performance of resources to see capacity utilization
SB22. assess performance to see if there is a need for technology up-gradation or
training
Critical thinking
The user/ individual on the job needs to know and understand how to:
SB23. improve work processes by adopting global best practices
SB24. resolve recurring inter-personal or system related conflicts with colleagues
that hinder service


SB25. act upon constructively on any problems as pointed by seniors
SB26. review performance with respect to requirement and compare with global
peers to see prospects for technology and skill up-gradation

Profit and loss account management and cost accounting
Description This unit is about about Profit and loss account management and cost accounting
Scope This unit/task covers the following:


• Profit and loss account management and review
• Analysis of activity based costs
Range: Computers, Management Information System (MIS), Enterprise Resource
Planning (ERP), performance review softwares
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Profit and Loss
account management
and review


To be competent, the user/ individual must be able to:
PC1. review department wise budgets and make amendments if required
PC2. collate and prepare annual budgets along with sales and profit targets
PC3. schedule both capital and operational expenses accordance to the budget
PC4. analyse and review the P&L performance for the unit


PC5. analyse profitability and business performance trends department wise
PC6. periodically analyse variances in the expenditure with respect to the budget
and accordingly take corrective actions
PC7. periodically analyse the physical output and performance with respect to the
budget and identify places for improvements


PC8. undertake adequate risk management so as to meet Key Performance targets
PC9. manage and control budgets of different departments on a periodic basis to
optimise financial performance
Analysis of activity
based costs


To be competent, the user/ individual must be able to:
PC10. periodically review activity and department financial performance
PC11. identify the activities having high variance with respect to the budgeted costs
or the forecasted revenue


PC12. analyse the actual cost w.r.t physical output to draw inferences
PC13. identify reasons in discussion with department and take remedial and
corrective actions where-ever required
PC14. work towards rationalizing the cost of the activity wise operations to achieve
higher financial goals

Knowledge and understanding (K)

A. Organizational
context
(Knowledge of
the company /
organization and
its processes)


The individual on the job needs to know and understand:
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards as well as
documentation policy


KA4. importance of the individual’s role in the workflow
KA5. company’s policy on business ethics and code of conduct
KA6. business and performance of the company


KA7. knowledge repository and various projects done by the company
KA8. occupational health and safety standards, handling of special and dangerous
goods, etc.
KA9. procedures for dealing with loss or damage to goods
KA10. value of items handled and implications of damage/loss of the same
KA11. risk and impact of not following defined work, safety and security procedures
KA12. company policy defined turnaround time (TATs) and output metrics for daily
operations


KA13. coding system followed to label items
KA14. Information Technology (IT) system and ERP system of the organization
KA15. organizational goal for the year as well as branch/ territory targets


B. Technical
knowledge
The user/individual on the job needs to know and understand:
KB1. process flow of service operation and understanding of basic supply chain
value chain


KB2. state/country taxes and routing
KB3. local and global geographies
KB4. use of ERP software including Warehouse Management System (WMS),
Material Management System (MMS) and Transport Management System
(TMS)


KB5. use of tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, processing clearances, etc.


KB9. transit rules and regulations
KB10. working and capacities of different Material Handling Equipment (MHEs) and
other equipment used for handling the shipment
KB11. procurement related concepts like Purchase order (PO), Invoices, procedures
etc.


KB12. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB13. various techniques for performance improvement and cost accounting
KB14. budgeting excercises

A. Core skills/
generic skills
Reading skills
The user/individual on the job needs to know how to read:
SA1. company’s work instructions, customer requirement and quality policy
SA2. legal policies and regulations
SA3. internal communications memorandums


SA4. written instructions, standard operating procedures
SA5. standard operating procedures(SOPs) and documents required for all
operational activities
SA6. inferences drawn from the system reports
SA7. financial statements


Writing skills
The user/individual on the job needs to know how to:
SA8. maintain the record of as per company’s policy
SA9. make the note of instructions to team members
SA10. develop operating procedures and update them
SA11. write communications, letters, etc.
SA12. prepare daily reports, checklists


SA13. prepare reports and presentations based on data analytics and ERP reports
Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA14. communicate with client, external coordinators, internal staff effectively
SA15. motivate employees


SA16. share experiences and provide guidance to juniors and peers
B. Professional skills Decision making
The user/ individual on the job needs to know and understand how to:
SB1. assess business performance to identify need for interventions
SB2. identify areas for improvement and accordingly suggest remedial action
SB3. identify areas for budget modifications and budget cuts
SB4. decide on ways to improve performance


Plan and organize
The user/ individual on the job needs to know how to:
SB5. plan and organise performance review sessions
SB6. make action plan for performance improvement
SB7. organise projects/ training plans for performance improvement
SB8. monitor the activities of the performance improvement plan


Customer centricity
The user/ individual on the job needs to know how to:
SB9. sensitive employees towards customer requirements
SB10. focus on customer satisfaction as a key part of the performance review


Problem solving
The user/individual on the job needs to know how to:

SB11. identify reasons for variances and resolve them in discussion with team and
management
SB12. suggest new technologies, capital purchases, operational strategies to
enhance operational and financial performance


Analytical thinking
The user/individual on the job needs to know how to:
SB13. analyze reasons for variances across departments
SB14. compare with past trends to see if it is seasonal or cyclical in nature
SB15. identify areas that are crucial for improvement and accordingly revisit
budgets


Critical thinking
The user/individual on the job needs to know how to:
SB16. assess the financial performance and make strategic decisions regarding
budgets, focus areas
SB17. motivate and ensure output so as to achieve financial goals