ROLE PURPOSE:

Lead end-to-end ground warehouse operations across multiple customers and facilities within the assigned zone with accountability for service delivery, operational KPIs, manpower productivity, Zonal P&L, customer satisfaction, compliance and Business Continuity. Ensure strong shop-floor governance and effective coordination with internal support functions.

RESPONSIBILITIES:

1. Warehouse Operations & Service Delivery:

- Own daily inbound, GRN, put-away, storage, picking, packing, dispatch, returns and inventory operations across assigned sites.

- Ensure customer-specific SOPs, SLAs, order accuracy, turnaround times and operational discipline; manage peak volumes and backlogs.

- Optimize space, racking, MHE and workflow through regular shop-floor reviews and proactive corrective actions.

2. Manpower & Team Leadership:

- Plan, deploy and control permanent, contractual and outsourced manpower in line with volumes, shifts and productivity benchmarks.

- Monitor attendance, overtime, absenteeism, attrition, staffing costs and productivity; coordinate hiring and training with HR.

- Coach Regional Managers and Key Account Managers; build accountability, employee engagement and a capable second line.

3. Operational KPIs & Performance Governance:

- Own customer-wise KPI/SLA delivery, including inbound and dispatch TAT, picking accuracy, inventory accuracy, damages and productivity.

- Validate MIS and dashboards; conduct daily, weekly and monthly reviews with clear action owners and closure timelines.

- Investigate deviations, drive RCA/CAPA and ensure sustainable improvement in service performance.

4. P&L, Budgets & Cost Management:

- Own zonal operating P&L performance, budgets, cost controls and customer-wise profitability in collaboration with Finance.

- Control manpower, overtime, consumables, equipment and other operating expenses without compromising service or compliance.

- Identify margin improvement, billing accuracy and revenue leakage opportunities; assess commercial impact of scope/volume changes.

5. Customer Management & Escalations:

- Lead customer operational reviews and present KPI results, risks, improvement actions and upcoming capacity requirements.

- Build relationships with customer supply chain and quality stakeholders; support retention, expansion and new service opportunities.

- Own critical escalations, timely communication, root-cause investigations and verified closure of corrective actions.

6. Quality, Compliance & EHS:

- Ensure adherence to applicable customer SOPs, GDP/GMP where relevant, storage conditions, traceability and inventory integrity.

- Partner with Quality on audit readiness, deviations, non-conformances, CAPA and training effectiveness.

- Partner with EHS to enforce safe MHE operations, PPE, fire safety, incident reporting and preventive controls.

7. Business Continuity & Risk Management:

- Own site/customer BCP readiness for manpower shortages, utilities, equipment, IT outages, disasters and supply disruptions.

- Maintain contingency resources, response protocols and recovery plans; conduct drills and lead service restoration during incidents.

8. Cross-Functional Coordination:

- Work with Quality and EHS on compliance; Infra/Projects and Admin on facility readiness, maintenance, security and utilities.

- Partner with HR on staffing and capability; Finance/Commercial on budgets and billing; IT on WMS/ERP, data integrity and automation.

- Coordinate with Business Development and customer teams on feasibility, expansions and operational commitments.

9. Continuous Improvement & Digital Enablement:

- Drive Lean/5S, time-and-motion studies, CIP, layout optimization, manpower productivity and process standardization.

- Use WMS/ERP analytics and automation to reduce manual work, improve visibility and deliver measurable cost/service benefits.

10. New Business, Migrations & Projects:

- Lead operational planning and go-live readiness for new customers, warehouse migrations and capacity expansions.

- Coordinate layouts, Drug Licenses, manpower, infrastructure, equipment, SOPs, systems and training; monitor milestones and stabilization.

11. Management Reporting & Leadership Accountability:

- Maintain reliable daily operational reporting, monthly KPI packs, customer review records, P&L visibility.

- Conduct regular site visits, verify ground realities, escalate material risks and ensure timely closure of management actions.