Manager Operations - COK

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 (%)