Branch Operations Head

Branch Operations Head–REOPS732

Purpose

Key Responsibilities

Financial

• Support Branch Head in developing the annual branch budget.
• Ensure adherence to budgeted capital and operational costs for the branch; 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 branch operations.
• Drive key performance metrics for various operations processes in the branch (Service Centers and PUD Centers).
• Ensure adherence to Standard Operating Procedures and Execution Excellence in the branch (e.g., On-time delivery performance, Transit times, RTO reduction, timely connectivity onto the network, reduction in errors, etc.).
• Support the operations capability building initiatives in the branch by facilitating the conduct of various functional training programs for operations teams (Hubs, Service Centres, PUDs, warehouses, etc.) in the branch and connected areas.
• Ensure optimum productivity and utilization of fleet (including network, feeder, and milk runs) in the branch.
• Ensure safety and security of all shipments in the branch.
• Support national operations teams in network planning and design, network management, network optimization, and efficiency enhancement initiatives.
• Evaluate existing infrastructure for operations in the branch vis-à-vis growth targets and prepare capital expenditure or capacity expansion proposals (service centers / PUD centers, etc.); Seek approval from the Branch Head and forward the proposals to the Regional Operations Head for further due diligence/approvals.
  

People

• Provide direction, guidance, and support to function employees in the branch 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

• Optimize costs in the branch: % reduction in overall Operating Costs for the branch (i.e., OCPK and PCPM).
• Reach Enhancement: Support in the expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs) for the branch.
• Drive service quality and excellence in the branch:
• Overall service quality in the branch for all products in terms of Net Service Levels (NSL).
• Delivery performance as per transit time for all products.
• Timely connectivity of DP loads on BDA flights (% adherence).
• % undelivered shipments.
• Adherence to SOPs (measured in terms of number of non-compliances/deviations) in terms of delivery and information upload.
• Achievement of target NPS Scores for the branch.
• Ensure Security of Shipments: Number of open security-related cases in the branch.
• Ensure Regulatory Compliance: Compliance with all applicable regulatory requirements.
• Support in the execution of Corporate Initiatives: Support in the implementation of various corporate initiatives (e.g., WDL implementation, RFID, new product development & launch, Use of OTM machines on all routes, etc.) as per timelines.
• Drive Operations of Channel Partners attached to the branch: Operational Performance of RSPs, PDAs, and Delivery Agents.
• Drive Operations Process Efficiency and capability:
• % increase in operational productivity in the branch (measured as shipments/employee).
• % coverage of employees - direct and indirect (as per plan) in region in terms of conduct of operations training programmes.
• Ensure Performance Driven Culture: Adherence to Performance Management system timelines and guidelines.
• Support Employee Capability Building: % Key positions within team with identified successors/potential successors.
• Drive employee morale and engagement:
• Employee Attrition (%).
• PDA Attrition (%).