Assistant General Manager

ABOUT THE ROLE

Nalli Silk Sarees, one of India's most iconic retail heritage brands, is expanding its ecommerce business rapidly. As we scale digital operations, we are looking for an AGM who is the engine behind execution — someone who can translate leadership's vision into ground-level action across a diverse set of teams and functions.

This is not a desk job. This role demands someone who rolls up their sleeves, manages people and projects with equal ease, and runs a tight ship without needing constant hand-holding.

KEY RESPONSIBILITIES

•     Own end-to-end operational execution across business analysts, customer support, merchandising, marketing, dispatch, and QC teams — keeping all functions aligned and accountable to shared goals.

•     Act as the operational bridge between the Ecommerce Head / GM and execution teams — receive briefs, decompose them into action plans, and drive delivery without follow-up prompting.

•     Drive QC and Dispatch team KPIs rigorously — monitor turnaround times, quality benchmarks, dispatch SLAs, and return rates; work closely with team leads to course-correct in real time and ensure consistent performance against targets.

•     Support the Customer Support team in achieving not just service metrics but sales targets as well — including upselling, repeat purchase facilitation, and conversion from inbound queries into orders.

•     Manage projects of varying complexity — from relocating offices and setting up new workspaces (coordinating contractors, vendors, and internal stakeholders) to launching new ecommerce initiatives.

•     Maintain rigorous tracking of tasks and open items from multiple stakeholders — proactively update relevant parties on progress without waiting to be asked.

•     Hold teams to performance standards and timelines; identify blockers early and resolve them decisively, escalating only what genuinely requires senior input.

•     Build and sustain a culture of ownership and urgency within reporting teams — inspire performance while enforcing accountability.

•     Engage with senior directors and cross-functional heads for approvals, buy-ins, and alignment — communicate crisply and professionally at all levels.

•     Thrive in a target-driven environment — contribute to setting operational KPIs and take personal ownership of outcomes.

WHAT WE'RE LOOKING FOR

•     Street-smart executor: Gets things done with a light brief. Finds a way, not an excuse. Navigates ambiguity and moves fast.

•     Organised multitasker: Manages requests from multiple senior stakeholders simultaneously. Maintains clear logs and never lets things fall through the cracks.

•     People leader: Knows how to hold a team accountable without breaking morale. Can inspire as much as instruct.

•     Self-directed: Makes confident decisions within scope. Escalates smartly, not constantly. Keeps leadership informed without burdening them.

•     Target-oriented: Thrives on metrics and outcomes. Not intimidated by stretch goals — energised by them.

•     Quick learner: Ecommerce exposure not mandatory. Curiosity and speed-to-competence matter more than a perfect industry match.

BACKGROUND & ELIGIBILITY

We welcome candidates from diverse industries— banking, insurance, real estate, FMCG, logistics, telecom, or any field where you have managed people, processes, and pressure simultaneously. Ecommerce background is an advantage but not a prerequisite.

MINIMUM QUALIFICATIONS

•     Graduate in any discipline; MBA or equivalent postgraduate degree preferred.

•     7–10 years of progressive experience with at least 3–4 years in a team management role.

•     Demonstrated track record of managing cross-functional projects end to end.

•     Strong written and verbal communication — able to engage at director/CXO level.

•     Proficient in productivity and project tracking tools (MS Office, Google Workspace, or equivalent).

•     Exposure to AI tools will be an advantage, though not mandatory. Must be willing to learn and adapt to it

WHAT THIS ROLE IS NOT

•     A strategy-only, PowerPoint-heavy position with no ownership of outcomes.

•     A role for someone who needs detailed instructions for every task.