Branch Operations Head

Job Title
Branch Operations Head
Function
Regional Business
Reporting to
Branch Manager

• 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-à-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 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 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 (%)