Job Title : Manager Operations
Function : Operations
1. Purpose
Responsible for execution of timely and profitable delivery of shipments to customers through effective management of service center operations & PUD/ DC operations in the area
2. Key Responsibilities
Responsibilities
Operational
. Support Area Head in developing the budget for the Area
. Ensure adherence to budgeted capital and operational costs for the Area Track Operating Costs per Movement (OCPM) and Operating Cost per Kilogram (OCPK) on a regular basis and take corrective actions, if any
. Responsible for execution of timely, accurate and profitable delivery of shipments to customers as per contractual terms and conditions through effective management of Area operations
. Oversee the management of all Service Centers and PUD Centers in the Area to ensure efficient operations
. Ensure adherence to Standard Operating Procedures and Execution Excellence in the Area (e.g. On-time delivery performance, Transit times, RTO reduction, Timely connectivity onto the network, Reduction in errors, etc.)
. Support reach enhancement initiatives like Tier 2 and Tier 3 cities expansion, RSP development, etc. in the area as per the organization strategy
. Support the operations capability building initiatives in the Area by facilitating the conduct of various functional training programs for operations teams (Service Centres, PUDs) in the Area
. Ensure optimum productivity and utilization of fleet (feeder and milk runs) in the Area
. Ensure safety and security of all shipments in the Area
. Evaluate existing infrastructure for operations in the Area vis--vis growth targets and prepare capital expenditure or capacity expansion proposals (service centers / PUD centers) Seek approval from the
Area Head and forward the proposals to the concerned authorities for further due diligence/approvals
People
. Provide direction, guidance and support to function employees in the Area to help them discharge their duties effectively
. Monitor the performance of the team on a continuous basis to identify key performers
. Mentor and coach subordinates to develop the team's capabilities and build a robust succession pipeline
3. Key Result Areas and Key Performance Indicators
S. No Key Result Areas Key Performance Indicators
1. Optimize costs in the Area . % reduction in Operating Costs for the area (i.e. OCPK and OCPM)
2. Drive Reach Enhancement . Support Expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs)
3. Drive service quality and excellence in the Area . Overall adherence to area service quality in terms of Net Service Levels (NSL)
. Delivery performance as per transit time for all products
. % undelivered shipments
. Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and pick-ups
. Achievement of target NPS Scores for the Area
4. Ensure Security of Shipments . Number of open security related cases in the Area
5. Ensure Regulatory Compliance . Compliance to all applicable regulatory requirements
6. Drive Operations of Channel Partners attached to the Area . Operational Performance of
- RSPs
- PDAs
- Delivery Agents
7. Drive Operations Process Efficiency and capability . % increase in operational productivity in the Area (measured as shipments/ employee )
. % coverage of employees - direct and indirect (as per plan) in Area in terms of conduct of operations training programmes
8. Support Employee Capability Building and drive employee morale and engagement . % Key area positions with identified successors / potential successors
. Employee Attrition (%)
. PDA Attrition (%)
