Executive- Operations Excellence

2 weeks ago


Mumbai, India Tata CLiQ Full time

Tata CLiQ is the flagship digital commerce initiative of the Tata Group. It is a multi-category e-commerce platform, operating across categories such as Fashion, Footwear and Accessories, Beauty, and Luxury. It has a unique omnichannel marketplace model offering customers the convenience of quicker delivery (by shipping from store), easy pick-up and returns, across 1,200+ brands and 1,000 stores in 100+ Indian towns and cities.

At CLiQ:

- We obsess over customer delight.
- We are out there to find an alternate way of doing e-commerce.
- We carry an attitude to develop a culture of learning and continuous improvement, both for people and processes.
- We believe in Uncomfortable Transparency.
- We will always be respectful, empathetic, and caring about the well-being of our teams.
- we encourage experiments and creativity in Technology.
- We develop and use technology to enhance day-to-day life and have a positive impact on customers.
- We encourage experiments and creativity in Technology.

We are committed to strengthening diversity, equity, and inclusion at the workplace through an enabling environment, supportive work-life policies for employees, and a culture that welcomes differences and creates a sense of belonging. We strive to create a work environment where all employees can develop and grow to achieve their full potential. We are an equal opportunity employer and are committed to maintaining respect and dignity for all”

JOB ELEMENTS:

- Working on process improvements via Kaizen/continuous improvement approach and prepare SOPs as per requirement with the Seller operations, Warehouse operations and Logistics teams.
- Should be able to resolve customer escalation and deliver on the expected NPS.
- Rigorously monitor key performance metrics and coordinate with various teams to take corrective actions.
- Liaise with stakeholders (Logistics, Customer service team, Seller support) to meet and exceed the expectations.
- Some of essential skills required would be working with good analytical skills for problem solving with available tools & platforms and excel or word.
- Working with cross functional teams and stakeholders and leading the same where applicable for related tasks or projects.
- Identifying opportunities across supply chain on potential improvements and work the cross functional team with systematic approach via techniques like cycle time study or six sigma tools.
- Ensuring timely escalations for any kind of operational barriers
- Should be well versed on excel & should have strong interpersonal skills.
- Prior experience of working in e-commerce operations is a plus.

SKILLS REQUIRED:

- Analytical and Problem-solving skills
- Proficient in MS excel
- Knowledge of SQL
- Negotiation skills

BASIC QUALIFICATION:
PRFERRED QUALIFICATION:

- Ability to think forward, manage basic on ground operational ambiguities and thrive on change.
- Qualifications in Engineering, Operations or related fields is a plus.
- Excellent written and verbal communication skills; ability to communicate effectively and build partnership relationships with the internal and external stakeholders.
- Excellent technical, problem-solving and communication skills.
- Excellent customer service and interpersonal skills.
- Ability to work in a dynamic and fast changing environment.
- Willingness to work flexible schedules/shifts/areas
- Knowledge of six-sigma and kaizen tools is a plus.
- So QUiQ - PiQ - CliQ before the opportunity is missed.


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