Area Operations Head

Area Operations Head

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

Key Responsibilities:

Financial

• Support Area Head in developing the budget for the Area
• Ensure adherence to budgeted capital and operational costs for the Area; Track Operating Costs on a regular basis and take corrective actions, if any

Operational

• Ensure 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 in the Area to ensure efficient operations
• Drive key performance metrics for various operations processes in the Area (Service Centers)
• 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
• Ensure optimum productivity and utilization of fleet (feeder and milk runs) 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); 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

Key Result Areas and Key Performance Indicators:

1. Optimize costs in the Area

• % reduction in Operating Costs for the area

2. 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), EDD, TWD & BDD
• 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. Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines

9. Support Employee Capability Building

• % Key area positions with identified successors / potential successors

10. Drive employee morale and engagement

• Employee Attrition (%)
• PDA Attrition (%)