Senior Manager - Branch Operations Mahindra Logistics

12.0 - 16.0 years

12 - 15 Lacs

Chennai, Bengaluru

Work from Office

Role & responsibilities Plan, coordinate & implement operations for new business as per agreed Service level. Identify and communicate training needs of staff and coordinate program and/or train internally. Maintain strategic relationship with customers for timely & satisfactory resolution and reduction of customer complaints - Using Customer Relationship management practices and periodic SLA review with the customers. Monitor and adhere to Emergency Response Management and improvement in response time. Review & report operations Performance from time to time as per laid down procedures within People Transport Operations Processes (PTOP). Conduct weekly Operations performance Service review with team and ensure a detailed analysis and recording of gap/weak areas and attach a plan of action for improvement in consultation with Country operations and Quality management team. Work closely with BA Strategy team for resolution of service deficiencies and meeting vehicle requirements. Ensure data availability and resolution of billing queries within the agreed time frame. Weekly report to the Operation Manager, including feedback on key customer events and completion activities, if any, in the given accounts/operations territory. Take full responsibility and ownership to ensure Timeliness & Accuracy of operations data. Work with the CT team to ensure complete transparency to the operations Meet customers for periodic reviews and lead the same. Execute the cross utilisation strategies for the branch. Keep a close check on the business margins Visit night operations on a regular basis. Preferred candidate profile Drive penetration revenues from existing customers as per business targets Enhance margins as per business guidelines Responsible for execution and management of day to day ground operations across branches Responsible for developing connect with customers and manage customer escalations related to operations Responsible for coordinating with Branch Heads on selection and deployment of operations team across branches Manage SLQs related to each project in terms of QC, Safety, Compliance and conduct period project reviews with Operations team Work closely with Supply team to strategize on fleet deployment plan for each project across branches Participate in automation initiatives to improve efficiencies Review and report in management review meetings on monthly basis Manage external factors & and ensure timely escalation management

Posted 15 hours ago

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