Job Title

Area Operations Head

Function

Regional Business

Reporting to

Area 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

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 per Movement (OCPM) and Operating Cost per Kilogram (OCPK) 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 and PUD Centers in the Area to ensure efficient operations

• Drive 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 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 / 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

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.

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.

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 (%)