Senior Manager - Operations - Sterlin Road

Operations Manager

Function: Operations

Reporting To: Regional Operations Head

1. Purpose

Responsible for overseeing the operations for the product category DP & Trinity and driving key performance metrics for the respective product category in the region.

2. Key Responsibilities

Financial: Ensure adherence to operational costs of the respective product categories in the region; track operating costs per movement (OCPM) and operating cost per kilogram (OCPK) on a regular basis and take corrective actions, if any.

Operational: Drive timely, accurate and profitable delivery of shipments to customers as per contractual terms and conditions for the respective product categories (DP & Trinity). Oversee operations and track operational performance of the respective products in the region including daily inbound and outbound operations at hubs / service centers / PUDs/ DCs. Work closely with the service center heads / PUD center heads to analyze load patterns and review pick-up/delivery routes for first and last mile connectivity of the respective products. Work closely with the operations teams in the service centres/ PUDs responsible for delivery of the product for identification of any opportunities for process improvement / reengineering; highlight the same to the regional operations head and the operations efficiency and quality control team in the corporate office. Drive adherence to standard operating procedures and execution excellence in the region for respective product categories (e.g. on-time delivery performance, transit times, net service levels, SLAH, RTO reduction, timely connectivity onto the network, reduction in errors etc). Drive safety and security of all shipments related to the product category in the region. Support national operations teams in network planning and design, network management, network optimization and efficiency enhancement initiatives for the respective product categories. Support product heads in new product development and improvement in existing products from an operational point of view.

People: Provide direction, guidance and support to functional employees in the region 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

1. Optimize costs in the region for the respective product categories (DP & Trinity) - % reduction in overall operating costs for the region (i.e. OCPK and PCPM)

2. Reach enhancement for the respective product categories (DP & Trinity) - support in the expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs). Number of new pin codes added for the respective products

3. Drive service quality and excellence for the respective product categories (DP & Trinity) in region - overall service quality in the region for all products in terms of net service levels (NSL). Delivery performance as per transit times for the respective product categories. Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload* POD/ DC upload into system within defined timelines* consolidated bagging from hub within defined targets. Achievement of target NPS scores

4. Ensure security of shipments for the respective product categories (DP & Trinity) - number of open regional security related cases

5. Ensure regulatory compliance for the respective product categories (DP & Trinity) - compliance to all applicable regulatory requirements

6. Drive operations of channel partners for the respective product categories (DP & Trinity) - operational performance of- RSPs- PDAs- delivery agents

7. Drive operations process efficiency and capability - % increase in operational productivity in region (measured as shipments/ employee or tonnage/ employee). % coverage of employees - direct and indirect (as per plan) in region in terms of conduct of operations training programmes

8. Ensure performance driven culture - adherence to performance management system timelines and guidelines

9. Support employee capability building - % key positions within team with identified successors / potential successors

10. Drive employee morale and engagement - employee attrition (%)