General Manager - Customer Service - Operations/Supply Chain Management Team - eCommerce

CONNECTIONS is a 10 years old Executive Search firm focusing on Middle and Senior Management searches in India. At present we have an opening with one of our client "A leading E-Commerce Company)

Open Location - Hyderabad & Chennai

Job Description:

To ensure great customer experience through managing an early morning supply chain with a multi hierarchy team of 5000+ members which can successfully execute Tens of Thousands of shipments every morning without failures. The Operations function is responsible for order fulfilment, logistics and customer experience. This role will have to look into the end-to-end responsibility for delivering on all these aspects as per the internal norms of the company.

The role would require the candidate to perform the following tasks:

Customer Experience:

- Ensure adherence to the Service Level Agreements as informed to the customer

- Work towards continuous improvement for serving all customers within the stated service delivery times across the city

- Liaison with customer relationship team to ensure seamless customer experience

Manpower Management:

- Lead a very large fleet of delivery executives across areas through a 4 tier team of Managers and Team Leads (TLs) and warrant an efficient and healthy work environment

- Manage the on boarding and training activities for TLs and Delivery Executives and ensure that they follow the required guidelines while performing different tasks

- Ensure prompt responses to queries /concerns raised by the TLs and Delivery Executives thereby clearing doubts/ apprehensions if any

- Monitor the performance metrics of different reporting teams and take necessary actions to improve the same

Process and compliance:

- Help build and implement SOPs. Manage workflow and day to day operations

- Ensure compliance in hub, docks, operations and logistics in all areas

- Execute plans for ensuring the availability of adequate fleet and/or building the fleet and infrastructure to meet the Supply demand

- Strategize and Execute central initiatives as well as contribute with ideas for effectively scaling up the operations in your city

- Explore opportunities for reducing the overall Cost Per Delivery

- Special Projects - Manage/ Contribute to Special projects such as launching new cities, building new supply chain etc.

Candidate should know Telegu or Tamil (Mandatory).