Head - Operations - LMD - Hospitality

Job Profile

Head the operations function Pan India for new channels for business services

Set up, pilot and launch new delivery channels and operations centres

Set up and manage an efficient Operational structure

Resource Planning and optimization, identify the right set of team members, motivate, coach and direct them to perform effectively and drive productivity standards

Take ownership to build best in class operational processes, hands on implementation at ground level, continuous improvements of processes.

Adhere and enforce all operational procedures and policies, also ensures timely audit is conducted.

Ensure Agreed Levels of Service Quality and performance standard

All the SLAs & TAT committed to Customers are Maintained

Timely implementation of Technology developed and automation of processes wherever possible

Maintenance of all the operational budgets

Ensures customer satisfaction and reduces client escalation by monitoring that the queries, issues & grievances are taken care of within time.

Work closely and directly with customers operations /logistics team to set up new projects/expand new projects

Bench marking with Competition by updating regarding Last Mile Delivery solutions/First Mile pick/reverse logistics, coping up with latest trends, innovations and industry best practices

Monitoring security parameters across region and ensures no unlawful activity occur

Ensure Pilferage and losses are kept to the min. and complete quick recovery

Management of Operational database and MIS

Efficient and timely coordination of employee /vendor payments and reimbursement

Recruitment, engagement and retention of team members

Required Skills / Special Qualifications

Technical Skill:

Excellent computer skills (MS Office suite) and must be hands-on at work