Head of Operations

Integrated Logistics Management - Operations Specialist

Key Responsibilities

Role Overview

To lead the end-to-end Secure Logistics & Card Fulfilment business, including domestic and international distribution, closed-loop banking deliveries, secure packaging, and the MPi TracLogix digital logistics platform. This role is responsible for strategy, P&L, operations excellence, product innovation, customer management, and compliance under ISO & PCI-DSS frameworks. The leader will drive scale across India and multi-country markets while ensuring 100% secure-chain and audit-ready operations.

A. Operations & Secure-Chain Management

• Oversee end-to-end fulfilment operations—from inventory to last-mile delivery.
• Ensure seamless delivery to bank branches, end customers, and multi-country locations using tamper-evident packaging and barcode tracking.
• Implement secure-chain protocols including locked storage, vetted transporters, secure transportation routes, and delivery confirmations.
• Ensure 100% adherence to ISO, PCI-DSS, and regulatory requirements.

B. Logistics Partner & Vendor Management

• Manage empanelment and performance of national & regional courier partners, Speed Post, and international logistics partners.
• Drive SLAs, audits, cost negotiations, and periodic performance reviews.
• Ensure API integrations, tracking accuracy, and service reliability.

C. Digital Platform Leadership – MPi TracLogix

• Drive adoption and continuous enhancement of our digital platform for banking and financial services clients.
• Oversee product roadmap, UI/UX improvements, workflow automation, and new feature development.
• Ensure real-time integration with courier partners and provide visibility dashboards to customers.

D. Customer Management & Business Development

• Build and maintain strong CXO-level relationships with banks, fintechs, and enterprise clients.
• Lead solution design for large RFPs/RFQs in logistics, fulfilment, and secure shipments.
• Ensure service excellence across PIN codes and international geographies.
• Drive NPS improvements, retention, and wallet-share growth.

E. Compliance, Risk & Audit

• Ensure operational compliance with secure-chain protocols, PCI-DSS, ISO 27001, and RBI guidelines where applicable.
• Conduct risk assessments, incident handling, and internal/external audits.
• Maintain a zero-tolerance culture for security breaches.

F. Team Leadership

• Lead cross-functional teams across operations, logistics, account management, technology, and compliance.
• Build a high-performance culture with strong governance and operational discipline.
• Mentor future leaders in the business.