Job TitleArea Operations Head ( Assistant Manager-Operations)FunctionRegional BusinessReporting toArea Head1. PurposeResponsible for ensuring timely and profitable delivery of shipments to customers through effective management of service center operations & PUD/ DC operations in the area2. Key ResponsibilitiesResponsibilitiesFinancialSupport Area Head in developing the budget for the AreaEnsure 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 anyOperationalEnsure timely, accurate and profitable delivery of shipments to customers as per contractual terms and conditions through effective management of Area operationsOversee the management of all Service Centers and PUD Centers in the Area to ensure efficient operationsDrive key performance metrics for various operations processes in the Area (Service Centers and PUD 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 strategyEnsure optimum productivity and utilization of fleet (feeder and milk runs) in the AreaEvaluate 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/approvalsPeopleProvide direction, guidance and support to function employees in the Area to help them discharge their duties effectivelyMonitor the performance of the team on a continuous basis to identify key performersMentor and coach subordinates to develop the team’s capabilities and build a robust succession pipeline3. Key Result Areas and Key Performance IndicatorsS.noKey Result AreasKey Performance Indicators1.Optimize costs in the Area% reduction in Operating Costs for the area (i.e. OCPK and OCPM)2.Reach EnhancementSupport Expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs)3.Drive service quality and excellence in the AreaOverall adherence to area service quality in terms of Net Service Levels (NSL)Delivery performance as per transit time for all products% undelivered shipmentsAdherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and pick-upsAchievement of target NPS Scores for the Area4.Ensure Security of ShipmentsNumber of open security related cases in the Area5.Ensure Regulatory ComplianceCompliance to all applicable regulatory requirements6.Drive Operations of Channel Partners attached to the AreaOperational Performance ofRSPsPDAsDelivery Agents7.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 programmes8.Ensure Performance Driven CultureAdherence to Performance Management system timelines and guidelines9.Support Employee Capability Building% Key area positions with identified successors / potential successors10.Drive employee morale and engagementEmployee Attrition (%)PDA Attrition (%)
