Delhivery - Senior Manager - Fulfillment Operations

- Oversee and control operations across the 6 - 10 FCs or 1-2 large sites in respective zones

- Monitor client TATs on a daily basis and handle escalations from Client servicing teams

- Client TATs to be monitored and kept under targets

- Review FC plans with regards to the following

- Manpower planning

- Capital expenditure (including IT assets)

- Consumables planning

- Take ownership of FC P&L in respective zones

- Keep costs under control as per budgeted figures

- Meet with new clients to help them understand operations and ensure successful client start-up

- Meet with key existing clients to understand their issues and use the feedback to improve operations

- Conduct RCA and investigations whenever any cases of mis-shipments arise and take necessary action. Conduct RCA and investigations whenever any cases of theft arise and take necessary action

- Carry out routine audits across FCs to ensure compliance of the following -

Operational SOPs

Legal / regulatory compliances

Health and Safety guidelines

- Setup an interaction with external stakeholders - Courier partners / Vendors / Clients to gather competitive intelligence

- Conduct RCAs for any safety incidents. Drive a culture of safety and ensure zero Loss Time Incidents in their zones.

- Monitor the Reco (inventory adjustments) status for their zones and plan corrective actions in case targets are not met.

- Responsible for designing and implementing improved processes or operational policies.

Recommends changes to products, or services to fulfill customer needs to the quality team.

- FC setup and expansion

- Take ownership of the FC expansion plan in respective zone

- Scout for FC locations wherever they are yet to be finalized

- Be involved in the FC layout finalization and provide feedback in design discussions

- Take ownership of the FC execution plan in respective zone

- Ensure that FCs are setup as per design of the Process excellence teams

- Ensure that FCs are setup as per agreed timelines

- Ensure that FC hiring is carried out so as to operationalize the FC on time

- Capital Expenditure

- Generate capex requirements of individual FCs on a monthly basis. Carry out a basic evaluation of whether the capex is required or not at the FC level

- Collate capex requirement across multiple FCs and present the business case for approval in the 1st week of each month

- Misc Requirements

- Command / good rapport with local bodies

- Thorough knowledge on regional tax structure