Manager - Operations - MDW

Job Title : Manager Operations

Function : Operations

1. Purpose

Responsible for execution of 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

Operational

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

Responsible for execution of 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

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

Support the operations capability building initiatives in the Area by facilitating the conduct of various functional training programs for operations teams (Service Centres, PUDs) in the Area

Ensure optimum productivity and utilization of fleet (feeder and milk runs) in the Area

Ensure safety and security of all shipments 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. Drive 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. Support Employee Capability Building and drive employee morale and engagement • % Key area positions with identified successors / potential successors

Employee Attrition (%)

PDA Attrition (%)