Executive Operations

Job Description

- Purpose

Responsible for ensuring timely and profitable delivery of shipments to customers through effective management of service center operations & PUD/ DC operations in the area

- Key Responsibilities

Responsibilities

Financial

- Support Area Head in developing the budget for the Area
- Ensure adherence to budgeted capital and operational costs for the Area; 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 Area operations
- Oversee the management of all Service Centers and PUD Centers in the Area to ensure efficient operations
- Drive key performance metrics for various operations processes in the Area (Service Centers and PUD Centers)
- Ensure adherence to Standard Operating Procedures and Execution Excellence in the Area (e.g. On-time delivery performance, Transit times, RTO reduction, Timely connectivity onto the network, Reduction in errors, etc.)
- Support reach enhancement initiatives like Tier 2 and Tier 3 cities expansion, RSP development, etc. in the area as per the organization strategy
- Ensure optimum productivity and utilization of fleet (feeder and milk runs) in the Area
- Evaluate existing infrastructure for operations in the Area vis--vis growth targets and prepare capital expenditure or capacity expansion proposals (service centers / PUD centers); Seek approval from the Area Head and forward the proposals to the concerned authorities for further due diligence/approvals

People

- Provide direction, guidance and support to function employees in the Area 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
- Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

-

Optimize costs in the Area

- % reduction in Operating Costs for the area (i.e. OCPK and OCPM)

-

Reach Enhancement

- Support Expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs)

-

Drive service quality and excellence in the Area

- Overall adherence to area service quality in terms of Net Service Levels (NSL)
- Delivery performance as per transit time for all products
- % undelivered shipments
- Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and pick-ups
- Achievement of target NPS Scores for the Area

-

Ensure Security of Shipments

- Number of open security related cases in the Area

-

Ensure Regulatory Compliance

- Compliance to all applicable regulatory requirements

-

Drive Operations of Channel Partners attached to the Area

- Operational Performance of
- RSPs
- PDAs
- Delivery Agents

-

Drive Operations Process Efficiency and capability

- % increase in operational productivity in the Area (measured as shipments/ employee )
- % coverage of employees - direct and indirect (as per plan) in Area 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 area positions with identified successors / potential successors

-

Drive employee morale and engagement

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