Assistant Manager - Operations: JWH

A.M. Operations

Function: Operations

Reporting to: Manager – W/H Operations

1. Purpose

Responsible for all inbound and outbound operations at the PUD/Distribution Center and ensuring timely, accurate and profitable delivery of Apex / Surface shipments to customers

2. Key Responsibilities

Operational

• Responsible for supervising daily inbound and outbound Apex / Surface operations at the PUD/ Distribution Center (including P2P operations and EDL/ ODA deliveries)

• Analyze load patterns on a periodic basis to plan pick-up and delivery routes for first and last mile connectivity to customers

• Monitor daily loads and plan delivery and pick-up schedules accordingly

• Ensure timely pickups (call pickups or registered pickups) and receipt of shipments from channel partners including RSPs, ESAs and Consolidators

• Ensure safe, timely and profitable delivery of shipments to customers and work towards reduction of instances of undelivered shipments, RTO instances, etc.

• Monitor regulatory paperwork (octroi, sales tax, etc.) for completeness and accuracy; Ensure coordination with origin/customer in case of incomplete paperwork

• Ensure availability of sufficient vehicles for inbound / outbound operations

• Oversee vehicle placement at bays and monitor the carting/ loading, tally processes etc

• Ensure safe handling of all shipments and report any damaged cases to the origin/ hub

• Oversee the work of supervisors to ensure adherence to the operational workflows and standard operating procedures (SOPs)

• Handle all exception cases; On a daily basis check on the exceptions of the previous day and ensure follow up for closure/ resolution of the same

• Ensure smooth conduct of all operation support activities as per defined timelines and requirements in terms of mail reverts and handling of all exception cases e.g. regulatory issues, priority/ urgent shipment connections, etc.

• Monitor attendance and leaves for the staff on a daily basis and plan operations accordingly

• Conduct daily staff briefings, including communication regarding any operational changes, route changes etc

• Monitor performance of staff in the PUD/ DC and ensure conduct of trainings for regular staff, PDAs, loaders, etc. in line with the training programmes designed centrally

• Generate and maintain MIS related to the PUD / DC

People

• Provide direction, guidance and support to employees 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

• Ensure that the PUD/DC is adequately staffed as per the manpower requirements

• Ensure high level of employee engagement and retention of key performers

3. Key Result Areas and Key Performance Indicators

1. Optimize costs in the PUD / DC

• % reduction in overall Operating Costs for PUD / DC (i.e. OCPK and PCPM)

• Adherence of fleet procurement cost per kilometer within set threshold level

• % Fleet utilization for all milk run vehicles

• % reduction in market car hire costs

2. Drive service quality and excellence in the PUD / DC

• Timely connectivity of outbound loads to the Hub (% compliance)

• Timely updation of status (in scan, out scan, exceptions, Proof of Delivery, Delivery Challans etc) in the system (% compliance within TAT)

• Adherence to SOPs (measured in terms of number of non-compliances/ deviations) as observed in audit

• % Exceptions closed within TAT

3. Ensure Security of Shipments

Number of open regional security related cases in the PUD / DC

4. Ensure Regulatory Compliance

• Compliance to all applicable regulatory requirements and paperwork

5. Drive Operations Process Efficiency and capability

% increase in operational productivity in the PUD / DC (measured as shipments/ employee or tonnage/ employee)

6. Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines

7. Support Employee Capability Building

% Key positions within team with identified successors / potential successors

8. Drive employee morale and engagement

Employee Attrition (%)