Manager- Operations

Purpose
Oversee and monitor all inbound, outbound and transit operations at the Ground & Rail Hub to ensure timely, accurate and profitable delivery of shipments as per defined processes and policies

• Key Responsibilities

Responsibilities
Strategic

• Support the Head – Ground Operations in aspects related to ground network design
• Also provide support to the Head – Infrastructure Planning and Automation in terms of identifying opportunities for enhancement of infrastructure in the hub and of implementation of automation interventions in the ground & rail hub for efficiency optimization.
• Provide support to the Head – Ground Operations and Head – Procurement & Real Estate in estimation of the space required for the Hub/ Warehouse and the prospective location of the same
• Evaluate existing infrastructure at the hub vis-à-vis growth targets and prepare capital expenditure or capacity expansion proposals ( additional space, conveyer belts, WDL machines etc)
• Provide data inputs to the Senior Management Team on proposals for new products/ services that can be introduced in the existing network and reach enhancement initiatives

Financial

• Ensure adherence to budgeted capital and operational costs for the hub; Track Operating Costs per Movement (OCPM) and Operating Cost per Kilogram (OCPK) on a regular basis and take corrective actions, if any

Operational

• Ensure the timely and profitable delivery of shipments to customers as per contractual terms and conditions through effective management of the Ground Hub Operations
• Drive adherence to Standard Operating Procedures in the Ground Hub
• Monitor the Ground Hub operations performance against the set targets/ performance benchmarks and identify and drive implementation of corrective actions
• Support the design and development of operational workflows, procedures and Standard Operating Procedures (SOPs) for the Ground Hub Operations, in conjunction with the Ground Operations Team
• Oversee and ensure that all network connections are done on time and as per commitments
• Oversee all ground operations in terms of tally, documentation and loading
• Oversee all daily inbound, outbound and transit operations at the Ground Hubs (including Point to Point loads, Multi-level billing operations, EDL/ ODA operations)
• Oversee operation support activities as per defined timelines and requirements in terms of mail reverts and handling of all exception cases e.g. regulatory issues, priority/ urgent shipment connections, etc.
• Oversee smooth rail network operations in terms of receipt of loads to and from the railway stations and timely load connections
• Oversee appropriate completion of all necessary regulatory clearances and paperwork (octroi, sales tax, etc.)
• Responsible for liaising effectively with local statutory, civic and Government bodies for resolution of any local issues for ensuring smooth operations of the Ground Hub
• Oversee the process of ensuring fleet requirements are met and additional market vehicles are appropriately sourced as per requirements for network and feeder runs
• Ensure appropriate space management and facility management of the Ground Hub
• Ensure adequate manning of the Ground Hub in terms for full-time employees, PDAs, loaders, etc.; Coordinate with Regional Management for manpower requirements
• Oversee the conduct of regular trainings for regular operations staff, PDAs, loaders, etc. in line with the training programmes designed centrally
• Ensure safety and security of all shipments in the Ground Hub
• Oversee the maintenance and generation of all MIS related to Ground Hub operations
• Oversee local payments and other accounts related activities of the Ground Hub
• Oversee the preparation of roaster for shifts, finalizing of attendance and leaves for all employees, in collaboration with the Shift In-charges
• Plan for effective management of contingencies/ emergencies to ensure continuity of Ground Hub operations
• Ensure adherence of operations teams to safety, health and environmental requirements

People

• Provide direction, guidance and support to employees 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
• Ensure that the hub is adequately staffed as per the manpower requirements
• Ensure high level of employee engagement and retention of key performers
• Key Result Areas and Key Performance Indicators

S. No
Key Result Areas
Key Performance Indicators
Optimize costs in the hub

• % reduction in overall Operating Costs for the Hub (i.e. OCPK and OCPM)
• Adherence of fleet procurement cost per kilometer within set threshold level
• % Fleet utilization for all network and feeder runs from the hub
• % reduction in market car hire costs

Drive service quality and excellence in the Ground Hub

• Timely connectivity of inbound loads to the PUD / DCs (% compliance)
• % Stock lying at hub (SLAH)
• Timely updation of status (in scan, out scan, exceptions etc) in the system (% compliance within TAT)
• Adherence to SOPs (measured in terms of number of non-compliances/ deviations) as observed in audit
• Number of instances of misroutes and misconnections

Ensure Network Health

• Adherence to network timelines ( number of instances of delays in departure schedules of network vehicles)
• % connectivity of shipments picked up within the cutoff times to scheduled network runs

Ensure Security of Shipments at the hub

• Number of open security related cases in the hub

Ensure Regulatory Compliance

• Compliance to all applicable regulatory requirements and paperwork (number of cases of non-compliance as found in audit)

Drive Operations Process Efficiency and capability

• % increase in operational productivity in the hub (measured as shipments/ employee or tonnage/ employee)

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 (%) in the hub