Operations Officer
DEPARTMENT Contracts Department
REPORTS DIRECTLY TO Contracts Operations Manager
REPORTS INDIRECTLY TO Contracts Manager
NUMBER OF REPORTING RELATIONSHIPS 2
TRAVEL REQUIREMENTS Travel required within the metropolitan area on a frequent basis
EMPLOYING ENTITY Capital Transport and Logistics Group Pty Ltd
AUTHORITY TO ACT
This position must act within written group policies, procedures and operations manuals. All decisions outside these parameters must be approved by your direct manager.
NUMBER OF STAFF REPORTING DIRECTLY TO THIS POSITION 0
NUMBER OF STAFF REPORTING INDIRECTLY TO THIS POSITION 0
CRITICAL RELATIONSHIPS (INTERNAL)
- National Operations Manager
- National Account Manager
- State Manager
- Contracts Manager
- Contracts Operations Manager/Supervisor
- Contracts Department
- Operational Departments (Courier, Taxi Trucks, Fleet)
- Administration Department
- HR and HSEQ Department
CRITICAL RELATIONSHIPS (EXTERNAL)
- Existing Clients
- Existing sub-contractors
Position Summary
The Operations Officer will report directly to the Contracts Operations Manager and indirectly to the Contracts Manager. This role is responsible for building sustainable relationships with both external customers and sub-contractors, together with handling all matters pertaining to client and sub-contractors within the pre-determined timeframes. It is required that all jobs, permanent or otherwise, are monitored and completed in line with the requirements set. You must ensure all applicable KPI’s are met, prepare and distribute client reports/administration set by the Contracts Manager and/or Operations Manager; and perform any and all hybrid functions commensurate with the demands of the workload. In addition, the Operations Officer must be well-versed with all Work Health and Safety legislation and how it relates to our sub-contractors and service provision.
1. Key Responsibilities and Tasks
1. ADMINISTRATION/ CUSTOMER SERVICE
- Provide the entire Contracts Department with administrative support and assist the Contracts Manager and Contracts Supervisor with reporting (including end of period reporting) as required
- Assist with the booking of contracts jobs including but not limited to:
- Making HDS bookings within 3 days of the client’s job booking request and subject to their availability;
- Ensuring all Saturday work for the Contracts Department has been despatched and accepted by the sub-contractors before 6.00 pm on Friday; and
- You may be required to assist with scheduling of jobs from time to time.
- Ensure all booking jobs are administered on the day after the work is performed and prior to close of business
- Review and modify the daily manifests received from clients and upload these manifests into the Transport Management System (“TMS”) once completed and within one hour of receiving them
- Complete the afterhour’s handover communicating any fatigue management risks, where required (i.e. when you are scheduled to finish at 6.00pm or later). The handover must contain any live jobs, including local, country and relevant contracts deliveries with an estimated delivery time of 6.00pm or later, and a list of sub-contractors that are available to perform airline deliveries/airline roster if applicable. You must also hand over any fatigue plans created for drivers still undertaking regional deliveries
- Ensure that all important information relating to jobs, including but not limited to sub-contractor correspondence, delivery issues and queries raised are recorded in the Notepad on the Transport Management System (“TMS”) against the relevant job
- Visit clients as required and in consultation with the Contracts Manager and Contracts Account Manager to strengthen our relationship with the key decision makers within our clients’ businesses
- Assist the Administration Department with the review and investigation of all open Contracts Damage claims and ensure that the Complaints and Damages Register is updated accordingly with the view to resolve all claims within 14 days of receipt of the claim
- Communicate with sub-contractors on a regular basis to ensure that any issues are resolved before they impact our clients. All contracts sub-contractors must be contacted at least once a week
- Address all client and sub-contractor queries within 24 hours of receipt. All queries must be resolved within 48 hours of receipt. If this is not possible, you must consult with your Manager and/or Supervisor to establish a reasonable timeframe of completion
- Review all Contract client job charges each period to identify and rectify any anomalies
- Respond to client POD requests within 24 hours of receipt
- Review the Trading Summary and Billing Audits to identify changes in client trading and spending trends pertaining to the MGT/Contracts portfolio
- Prepare and send all client-specific reporting prior to close of business each day or stipulated deadline
- Respond to all email bookings, and confirm the job booking and job number with the client
- Contact all HDS clients regarding their job booking requests within 24 hours of receipt of the booking request. You must confirm the booking details and any special delivery request (if any)
- Address all “call back” requests received from the Customer Service Department within 5 minutes of receipt
- Effectively communicate with our clients and their customers when handling queries, and implement quality solutions to resolve issues. These solutions must:
- Ensure that our clients’ KPI’s are achieved on delivery;
- Be within the framework of the Capital Service offering; and
- Meet all WH&S guidelines and policies
- You must be logged into the telephone system to accept overflow calls from the Customer Service Department, and ensure that your ‘Make Busy’ time does not exceed 1 hour. You must follow the Capital Group’s Customer Service processes as outlined in the Customer Service Standard Operating Procedures
1.2 GENERAL RESPONSIBILITIES
- Escalate all incidents and near misses to the relevant stakeholders including but not limited to the Fleet Department, relevant Operational Manager, State Manager and National Work Health and Safety Manager as they occur and assist with the investigation where required
- Use your best endeavours to ensure that sub-contractors comply with legislation and Company Policies in relation to Work Health and Safety and industry best practice. You must further ensure that sub-contractors are not exposed to a situation or environment that observably poses a risk to their health and safety. You are further responsible for ensuring your direct reports are appropriately trained to identify and control known risks that exist in the performance of services
- Escalate all incidents and near misses to the relevant stakeholders including but not limited to the Fleet Management Department and National Work Health and Safety Manager as they occur and assist with the investigation where required
- Effectively communicate with colleagues and sub-contractors
- Advocate both intra and inter co-operation of Departments
- Ensure that your written and verbal communication with clients, colleagues and sub-contractors is always professional and courteous at all times
- You must be available to work a rotating roster for afterhours work
- Attend one on one meetings with your Manager as required
- Perform any reasonable tasks requested by your Manager; which may include, but is not limited to, being available for on-call work during peak periods
- Notify your Manager if you require additional training as soon as practicable
- Ensure you use work time and resources for work activities, through limiting personal phone calls, internet browsing and mobile phone usage
- Ensure compliance with Capital Group’s Company Policies at all times
- Ensure compliance with the Work Health and Safety (“WH&S”) responsibilities as outlined in section 3.
2. Work Health and Safety (WH&S) Responsibilities
All staff are responsible for the following safe work procedures and instructions:
2.1 EMPLOYEES MUST
- Cooperate with the Capital Group in relation to activities undertaken to comply with WH&S and National Heavy Vehicle legislation;
- Undertake all relevant training to carry out your responsibilities in line with CG’s policies and procedures and legislative requirements;
- Perform their roles effectively to manage Chain of Responsibility (COR) risks, and ensure their actions or inactions do not cause or contribute to road safety breaches, specifically with regards to:
- Load Restraint;
- Mass and Dimension;
- Fatigue;
- Speed; and
- Vehicle Standards.
- Ensure that any potential or actual breaches of CG policies and procedures are reported immediately to their Manager;
- Take reasonable care for their own health and safety and the health and safety of other people who may be affected by their conduct in the workplace; and
- Not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.
2.2 SUPERVISORS ARE RESPONSIBLE FOR
- Providing adequate supervision through technical guidance, training and support to ensure employees carry out their responsibilities in line with CG’s policies and procedures and legislative requirements;
- Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures and escalating to the Manager and relevant key stakeholders;
- Assisting with any efforts undertaken by the Capital Group to implement initiatives and corrective actions to comply with WH&S and National Heavy Vehicle legislation;
2.3 MANAGERS AND SECTION HEADS ARE RESPONSIBLE FOR
- Ensuring information, training, instruction and supervision is provided to all employees at the point of induction, and cyclically thereafter, so that they can effectively perform their roles and responsibilities in accordance with CG policies and procedures, and legislative requirements;
- Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures;
- Monitoring internal and external processes to identify risks to the business and developing suitable control measures;
- Identifying and investigating any potential or actual breaches, notifying and consulting with the relevant key stakeholders, implementing corrective actions required for compliance without delay, and ensuring appropriate records are maintained.
