Senior Executive Operations

1. 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

2. 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-à-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

3. Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

1.

Optimize costs in the Area

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

2.

Reach Enhancement

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

3.

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

4.

Ensure Security of Shipments

·       Number of open security related cases in the Area

5.

Ensure Regulatory Compliance

·       Compliance to all applicable regulatory requirements

6.

Drive Operations of Channel Partners attached to the Area

·   Operational Performance of
- RSPs
- PDAs
- Delivery Agents

7.

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

8.

Ensure Performance Driven Culture

·       Adherence to Performance Management system timelines and guidelines

9.

Support Employee Capability Building

·   % Key area positions with identified successors / potential successors

10.

Drive employee morale and engagement

·   Employee Attrition (%)

·   PDA Attrition (%)