Branch Operations Head - Rajasthan

Job Title

Branch Operations Head

Function

Regional Business

Reporting to

Branch Manager

Responsible for ensuring timely and profitable delivery of shipments to customers through effective management of service center operations & PUD/ DC operations (applicable in case of upcountry branches)

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)

• Ensure optimum productivity and utilization of fleet (including network, feeder and milk runs) in the branch
• 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

S.no

Key Result Areas

Key Performance Indicators

1.

Optimize costs in the branch

• % reduction in overall Operating Costs for the branch (i.e. OCPK and PCPM)

2.

Reach Enhancement

• Support in the expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs) for the branch

3.

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

5.

Ensure Security of Shipments

• Number of open security related cases in the branch
  

6.

Ensure Regulatory Compliance

• Compliance to all applicable regulatory requirements

7.

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

8.

Drive Operations of Channel Partners attached to the branch

• Operational Performance of
  • RSPs
  • PDAs
  • Delivery Agents

9.

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

10.

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines

11.

Support Employee Capability Building

• % Key positions within team with identified successors / potential successors

12.

Drive employee morale and engagement

• Employee Attrition (%)