Operations Manager

Role Overview:

The Operations Manager will lead and manage field operations for last-mile delivery agents responsible for the secure, timely delivery of government certificates and documents to citizens under the Telangana Doorstep Delivery (MeeSeva G2C) initiative. The role demands end-to-end operational ownership including recruitment, training, deployment, performance optimization, and SLA adherence while driving citizen satisfaction and service adoption across Greater Hyderabad and surrounding districts.

Key Responsibilities

1. Workforce & Field Operations Management

Manage the full life cycle of field delivery executives recruitment, onboarding, training, attendance, scheduling, performance monitoring, and attrition control.

Develop and maintain a dynamic cluster-based operational model covering the entire GHMC area, with route and zone optimization based on service demand and geography.

Define delivery zones at the pin-code level, balancing workload distribution and delivery density.

Ensure strict adherence to SLA metrics:

o99% delivery accuracy

oDelivery completion within 1 business day

oReal-time tracking and status updates on the portal

Conduct periodic operational audits, spot checks, and performance evaluations for delivery agents and field supervisors.

2. Delivery Optimization & Efficiency

Optimize delivery scheduling, routing, and agent utilization through data-driven decision-making.

Coordinate with the IT and MeeSeva system teams to ensure seamless integration of delivery tracking and status updates.

Implement performance dashboards and MIS reports to track delivery efficiency, delays, and field productivity.

Use predictive analytics and past transaction data to forecast demand surges and plan workforce accordingly.

Oversee logistics planning for both Type 1 (Delivery Only) and Type 2 (End-to-End Service) models as per the RFP.

3. Growth & Outreach Initiatives

Design and execute outreach campaigns to increase monthly transaction volume and citizen adoption of doorstep delivery services.

Coordinate with ESD and district administration for awareness drives, local events, and integration with department outreach programs.

Develop and track strategies to improve transaction throughput per agent and overall service uptake.

Liaise with call centre and MeeSeva service providers to identify service categories with high delivery potential.

4. Governance, Compliance & Coordination

Ensure compliance with government-prescribed SOPs, security protocols, and data confidentiality measures during document handling.

Coordinate with the ESD Project Management Unit, Call Centre, and other stakeholders for issue escalation and resolution.

Maintain transparent records for audit, reporting, and performance review by ESD.

Maintain close familiarity with the G2C service delivery model, departmental workflows, and MeeSeva integration processes.

5. Quality Assurance & Citizen Satisfaction

Implement a structured citizen feedback mechanism (SMS, call centre inputs, ratings).

Investigate and resolve delivery-related grievances within SLA timelines.

Ensure all delivery staff adhere to citizen interaction protocols and represent the government service professionally.

Review monthly SLA performance with the management and initiate corrective actions for improvement.

Key Performance Indicators (KPIs)

KPI Area

Metric

Target

Delivery Timeliness

% of deliveries completed within 1 business day

95%

Delivery Accuracy

Correct document/address matches

99%

Agent Utilization

Deliveries per agent per day

90% of planned

Operational Coverage

Cluster-wise coverage within GHMC

100%

Agent Retention

Monthly attrition rate

5%

Citizen Satisfaction

Average feedback rating

4.5 / 5

Transaction Growth

MoM increase in certificate deliveries

10% growth target

Complaint Resolution

TAT for complaint closure

6 hours

SLA Compliance

Overall adherence to ESD-defined SLA

100%

Audit Compliance

Field and document audit success rate

98%

Desired Profile

Graduate or Postgraduate in Operations, Supply Chain, or Business Administration.

Minimum 58 years of experience in last-mile delivery, e-governance, or field operations management.

Proven record of handling large-scale delivery teams (100+ agents).

Strong understanding of G2C service delivery models, public service workflows, and government integration systems.

Analytical mindset with proficiency in Excel, dashboards, and MIS reporting.

Experience with delivery management platforms, route optimization, and mobile workforce tools preferred.

Soft Skills

Excellent stakeholder management and coordination with government departments.

Leadership with team motivation and conflict management capabilities.

Data-driven decision-making and process optimization orientation.

High commitment to service quality, integrity, and public-facing accountability.