Manager - Operations - HTD

Job Title : Manager Operations

Function : Operations

1\. Purpose

Responsible for execution of timely and profitable delivery of shipments to customers through effective management of service center operations \& PUD/ DC operations in the area

2\. Key Responsibilities

Responsibilities

Operational* Support Area Head in developing the budget for the Area

• Ensure adherence to budgeted capital and operational costs for the Area; Track Operating Costs per Movement (OCPM) and Operating Cost per Kilogram (OCPK) on a regular basis and take corrective actions, if any
• Responsible for execution of timely, accurate and profitable delivery of shipments to customers as per contractual terms and conditions through effective management of Area operations
• Oversee the management of all Service Centers and PUD Centers in the Area to ensure efficient operations
• Ensure adherence to Standard Operating Procedures and Execution Excellence in the Area (e.g. On\-time delivery performance, Transit times, RTO reduction, Timely connectivity onto the network, Reduction in errors, etc.)
• Support reach enhancement initiatives like Tier 2 and Tier 3 cities expansion, RSP development, etc. in the area as per the organization strategy
• Support the operations capability building initiatives in the Area by facilitating the conduct of various functional training programs for operations teams (Service Centres, PUDs) in the Area
• Ensure optimum productivity and utilization of fleet (feeder and milk runs) in the Area
• Ensure safety and security of all shipments in the Area
• Evaluate existing infrastructure for operations in the Area vis\-à\-vis growth targets and prepare capital expenditure or capacity expansion proposals (service centers / PUD centers); Seek approval from the

Area Head and forward the proposals to the concerned authorities for further due diligence/approvals

People* Provide direction, guidance and support to function employees in the Area to help them discharge their duties effectively

• Monitor the performance of the team on a continuous basis to identify key performers
• Mentor and coach subordinates to develop the team’s capabilities and build a robust succession pipeline

3\. Key Result Areas and Key Performance Indicators

S. No Key Result Areas Key Performance Indicators

1\. Optimize costs in the Area • % reduction in Operating Costs for the area (i.e. OCPK and OCPM)

2\. Drive Reach Enhancement • Support Expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs)

3\. Drive service quality and excellence in the Area • Overall adherence to area service quality in terms of Net Service Levels (NSL)* Delivery performance as per transit time for all products

• % undelivered shipments
• Adherence to SOPs (measured in terms of number of non\-compliances/ deviations) in terms of delivery and pick\-ups
• Achievement of target NPS Scores for the Area

4\. Ensure Security of Shipments • Number of open security related cases in the Area

5\. Ensure Regulatory Compliance • Compliance to all applicable regulatory requirements

6\. Drive Operations of Channel Partners attached to the Area • Operational Performance of* RSPs

• PDAs
• Delivery Agents

7\. Drive Operations Process Efficiency and capability • % increase in operational productivity in the Area (measured as shipments/ employee )* % coverage of employees \- direct and indirect (as per plan) in Area in terms of conduct of operations training programmes

8\. Support Employee Capability Building and drive employee morale and engagement • % Key area positions with identified successors / potential successors* Employee Attrition (%)

• PDA Attrition (%)