Manager - Operations (Branch Operations Head) (3 Days Left)

Job Description

Branch Operations HeadREOPS732

Job Title

Branch Operations Head

Function

Regional Business

Reporting to

Branch Head

- Purpose

Responsible for ensuring timely and profitable delivery of shipments to customers through effective management of service center operations & PUD/ DC operations (applicable in case of upcountry branches)

- Key Responsibilities

Responsibilities

Financial

- Support Branch Head in developing the annual branch budget
- Ensure adherence to budgeted capital and operational costs for the branch; Track Operating Costs per Movement (OCPM) and Operating Cost per Kilogram (OCPK) on a regular basis and take corrective actions, if any

Operational

- Ensure timely, accurate and profitable delivery of shipments to customers as per contractual terms and conditions through effective management of branch operations
- Drive key performance metrics for various operations processes in the branch (Service Centers and PUD Centers)
- Ensure adherence to Standard Operating Procedures and Execution Excellence in the branch (e.g. On-time delivery performance, Transit times, RTO reduction, timely connectivity onto the network, reduction in errors etc)
- Ensure optimum productivity and utilization of fleet (including network, feeder and milk runs) in the branch
- Evaluate existing infrastructure for operations in the branch vis--vis growth targets and prepare capital expenditure or capacity expansion proposals (service centers / PUD centers etc); Seek approval from the Branch Head and forward the proposals to the Regional Operations Head for further due diligence/approvals

People

- Provide direction, guidance and support to function employees in the branch 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 teams capabilities and build a robust succession pipeline
- Key Result Areas and Key Performance Indicators

S.No

Key Result Areas

Key Performance Indicators

Optimize costs in the branch

- % reduction in overall Operating Costs for the branch (i.e. OCPK and PCPM)

-

Reach Enhancement

- Support in the expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs) for the branch

-

Drive service quality and excellence in the branch

- Overall service quality in the branch for all products in terms of Net Service Levels (NSL)
- Delivery performance as per transit time for all products
- Timely connectivity of DP loads on BDA flights (% adherence)
- % undelivered shipments
- Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload
- Achievement of target NPS Scores for the branch

-

Ensure Security of Shipments

- Number of open security related cases in the branch

-

Ensure Regulatory Compliance

- Compliance to all applicable regulatory requirements

-

Support in the execution of Corporate Initiatives

- Support in the implementation of various corporate initiatives (e.g. WDL implementation, RFID, new product development & launch, Use of OTM machines on all routes, etc) as per timelines

-

Drive Operations of Channel Partners attached to the branch

- Operational Performance of

- RSPs
- PDAs
- Delivery Agents

-

Drive Operations Process Efficiency and capability

- % increase in operational productivity in the branch(measured as shipments/ employee )
- % coverage of employees - direct and indirect (as per plan) in region in terms of conduct of operations training programmes

-

Ensure Performance Driven Culture

- Adherence to Performance Management system timelines and guidelines

-

Support Employee Capability Building

- % Key positions within team with identified successors / potential successors

-

Drive employee morale and engagement

- Employee Attrition (%)
- PDA Attrition (%)

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