Head - City Operations

Description:

- You will lead a team of area managers to optimize efficiency of operations and achieve the performance target for these areas.

- You will assist the management in implementing new strategic initiatives as well as contribute with ideas for effectively scaling up the operations in these areas.

- You will liaise between the implementation team and the operations strategy team to ensure that all the areas under your focus on order fulfilment, logistics and customer experience.

- You will be responsible for leading and managing a huge team, their performance, expectations and goals.

- Perform cost analysis and reporting as well as manage schedules, quality initiatives and process change initiatives.

- Design and manage execution of the employee retention plan; Responsible for deciding on the staffing and training requirements for all the areas under your purview.

- Improve the systems, processes and policies in the operations team to better support management reporting, information flow and relevant business metrics

- Ensure the fleet of delivery executives across areas are disciplined, and resolve disputes/strikes that may arise in these areas, warranting an efficient and healthy work environment.

- Support the area managers in the design and rollout of a pay-out structure that motivates and rewards the desired behaviours and performance of delivery executives

- Ensure a flawless delivery service for the customers in your areas with special focus on real time service levels and schedule adherence;

- Meet or exceed customer satisfaction rating target of the delivery fleet in all the areas under your purview

- Provide individual coaching feedback sessions, and have weekly one-on-ones with the area managers that focus on improving customer satisfaction

- Schedule frequent hub visits to ensure compliance in hub operations in all areas; Serve as a leader and point of contact as well as to address issues that are supervisor related or complex in nature

- Ensure that there are fewer delivery executive driven cancellations in your area.

- Strive for 100% compliance among delivery executives across areas on matters like wearing T-shirts, bags and Id card while on delivery.

Desired skills:

- Prior experience in process design and operations implementation (preferably in logistics/supply chain management)

- Strong operational, analytical and numerical skills; Ability to use data effectively for devising operations strategy

- Strong time management skills and the ability to prioritize in order to meet daily, weekly, and long-term requirements and goals

- Must have ability to multi-task, manage multiple hubs and establish priorities

- Good leadership skills (Experience in managing blue-collared employees is a big plus)

- Passion to deliver a positive customer experience; Ability to maintain composure in difficult situations; Good communication skills

- Attention to detail and ability to critically think through and resolve problems