Post Office Manager KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Post Office Manager

1. Operational Efficiency

KRA: Ensure smooth operational processes to enhance customer service and delivery efficiency.

Short Description: Optimize post office operations for better service.

• On-time delivery rate
• Percentage of customer complaints resolved within SLA
• Cost per delivery
• Employee productivity rate

2. Customer Satisfaction

KRA: Focus on delivering exceptional customer experiences and addressing feedback promptly.

Short Description: Prioritize customer needs for satisfaction.

• Net Promoter Score (NPS)
• Customer retention rate
• Response time to customer queries
• Customer feedback rating

3. Inventory Management

KRA: Maintain accurate stock levels and manage inventory efficiently.

Short Description: Ensure proper stock control and management.

• Inventory turnover ratio
• Stock accuracy percentage
• Order fulfillment accuracy
• Inventory carrying cost

4. Team Development

KRA: Develop and mentor staff to enhance their skills and performance.

Short Description: Foster growth and capability within the team.

• Employee satisfaction and engagement levels
• Training hours per employee
• Employee retention rate
• Team performance improvement rate

5. Financial Management

KRA: Manage budgets effectively and optimize financial resources.

Short Description: Ensure financial sustainability and efficiency.

• Cost per transaction
• Revenue growth percentage
• Profit margin on services
• Budget variance analysis

6. Regulatory Compliance

KRA: Ensure adherence to postal regulations and legal requirements.

Short Description: Maintain legal and regulatory compliance.

• Number of regulatory violations
• Completion rate of regulatory training
• Audit compliance score
• Incident reporting accuracy

7. Technology Integration

KRA: Implement and leverage technology solutions to enhance operational efficiency.

Short Description: Embrace technology for better service delivery.

• Technology adoption rate
• System downtime percentage
• Customer usage of self-service tools
• Digital service growth rate

8. Service Quality Assurance

KRA: Monitor and improve service quality standards to meet customer expectations.

Short Description: Ensure high-quality service delivery.

• Service level agreement (SLA) compliance
• Quality assurance score
• Service response time
• Service error rate

9. Market Expansion

KRA: Identify opportunities and strategies for expanding market reach and services.

Short Description: Drive business growth through market expansion.

• New service adoption rate
• Market penetration percentage
• Customer acquisition cost
• Market share growth

10. Environmental Sustainability

KRA: Implement eco-friendly practices and reduce the environmental impact of operations.

Short Description: Promote sustainability in post office operations.

• Carbon footprint reduction initiatives
• Energy efficiency improvements
• Waste reduction and recycling rate
• Sustainability certification attainment