Manager Operations

MANAGER OPERATIONS (MO)

Designation: Manager – Operations

Location: Bhubaneswar (HO)

Reporting To: Head – Logistics (HL)

Direct Reports: Dispatch Controllers, MIS Executives

Span of Control: Central Planning
• Command Tower
• Data Analytics
• Trip & SLA Performance

Role Overview

The Manager – Operations (MO) acts as the central command hub for EMPHORIA's logistics business. This role is responsible for trip planning, execution monitoring, SLA adherence, variance control, and performance analytics across all Odisha clusters.

The MO leverages CommandNet live dashboards, GPS-based fleet visibility, and MIS integration to ensure that every vehicle, trip, and driver operates efficiently, profitably, and predictably — aligning operational decisions with EMPHORIA's statewide revenue and service goals.

Key Objectives

• Deliver operational excellence by achieving 98% planned vs actual trips.
• Drive SLA adherence 98% through proactive variance monitoring and escalation handling.
• Implement real-time visibility systems via CommandNet dashboards for data-driven decision-making.
• Reduce vehicle idle time 30 minutes/day to improve utilization and trip yield.
• Provide accurate, actionable MIS reports to enable vehicle-level profitability tracking.

Roles & Responsibilities

A. Central Planning & Dispatch Management

1. Prepare daily trip schedules vehicle-wise, route-wise, and client-wise by D-1, 8:30 PM.
2. Consolidate inputs from COMs, Fleet Leads, and DRM to finalize dispatch readiness.

3. Balance trip allocations based on:

4. Driver availability

5. Vehicle uptime & maintenance status

6. Client SLA deadlines

7. Identify underutilized capacity and reallocate vehicles dynamically for maximum trip output.

8. Publish finalized dispatch plans on CommandNet dashboards for statewide visibility.

B. Real-Time Command Tower Operations

1. Operate EMPHORIA's CommandNet-integrated live control tower to track all vehicles in real-time.

2. Monitor:

3. GPS location, movement patterns & ETAs

4. Idle time thresholds exceeding pre-defined limits
5. Unplanned stoppages, route diversions, or trip delays

6. Vehicle breakdowns, driver absenteeism, and disruptions

7. Trigger instant variance alerts to Fleet Leads and COMs for immediate corrective action.

8. Ensure contingency drivers or standby vehicles are deployed within 1 hour to minimize downtime.

C. SLA Performance & Client Escalation Handling

1. Ensure planned vs actual trip adherence 98% across all Odisha clusters.
2. Maintain SLA compliance 98% for on-time deliveries across Barbil, Paradeep, and Angul.
3. Coordinate with COMs and Compliance Manager to resolve driver-related SLA breaches instantly.
4. Act as the client-facing escalation point for operational exceptions, ensuring service commitments are protected.
5. Manage client-specific performance dashboards highlighting SLA adherence and route-level reliability.

D. Reporting, MIS & Data Analytics

1. Publish daily performance dashboards including:

2. Trips planned vs achieved

3. Idle loss per vehicle
4. Revenue per route/client

5. Diesel variance analysis

6. Provide real-time variance insights to HL for rapid decision-making.

7. Maintain trip-level profitability data and integrate seamlessly with LFP for financial control.
8. Drive predictive analytics for driver absenteeism, trip delays, and vehicle breakdowns to prevent operational disruptions.
9. Conduct weekly KPI review sessions with COMs, Compliance Manager, Fleet Leads, and LFE to drive accountability.

Key Deliverables / KRAs

KRA

KPI

Target

Planned vs Achieved Trips

Trip adherence

98%

Vehicle Idle Time

Idle minutes/vehicle/day

30 mins

SLA Performance

On-time delivery rate

98%

MIS Reporting

Daily dashboards accuracy

100%

Profitability Insights

Vehicle-level contribution

Daily

Decision-Making Authority

• Final authority on daily dispatch planning and fleet allocations.
• Escalates critical capacity shortfalls, driver absenteeism, or SLA risks to HL.
• Approves reallocations of backup vehicles, contingency drivers, and cross-cluster trip transfers.
• Manages CommandNet analytics prioritization for operational insights.

Skills & Competencies Required

• Operational Excellence: Strong expertise in logistics planning, SLA-driven operations, and route optimization.
• Technology-First Mindset: Hands-on with CommandNet dashboards, GPS systems, IoT-based fleet tracking, and MIS analytics.
• Crisis Management: Ability to resolve driver shortages, vehicle breakdowns, and last-mile execution risks instantly.
• Data-Driven Leadership: Ability to make quick decisions backed by real-time analytics.
• Client-Centric Approach: Skilled at handling SLA escalations and protecting client relationships.
• Cross-Functional Leadership: Works closely with COMs, DRM, LFP, and Fleet Leads to drive unified operational performance.