Operation Head or General Manager - Operations (Supply Chain)

Department:

Industry:

Reporting To:

Role Overview

Position

Key Responsibilities

1. Supply Chain & Logistics Management

• Drive end-to-end supply chain operations encompassing procurement, imports, warehousing, and outbound logistics.


• Plan and execute inbound and outbound logistics with a focus on

  on-time delivery

  ,

  cost control

  , and

  process efficiency

  .


• Oversee coordination with

  freight forwarders, CHA, and customs authorities

  for smooth import and clearance activities.


• Monitor shipment schedules and proactively resolve any logistical or documentation bottlenecks.


• Establish and review vendor SLAs, freight costs, and service quality metrics regularly.

2. Procurement & Planning

• Formulate and implement procurement strategies aligned with sales projections and seasonal business cycles.


• Ensure sourcing of materials and merchandise at competitive cost without compromising on quality or timelines.


• Manage vendor relationships, negotiations, and performance evaluations.


• Oversee demand forecasting, purchase planning, and stock replenishment to maintain healthy inventory turns.

3. Inventory & Supply Optimization

• Maintain

  end-to-end visibility and control

  over inventory across warehouses and retail locations.


• Collaborate with sales, merchandising, and retail teams to balance demand and supply efficiently.


• Drive initiatives to

  reduce dead stock

  ,

  minimize return and pilferage

  , and

  optimize warehouse utilization

  .


• Implement and monitor system / technology based inventory management systems to ensure real-time stock accuracy.

4. Customer Service & Key Account Management

• Act as the escalation point for operational or service-related customer queries.


• Ensure service SLAs are consistently met through close coordination between operations, logistics, and sales teams.


• Strengthen relationships with

  key customers, partners, and retail stakeholders

  through proactive communication and dependable service delivery.


• Implement process improvements to enhance post-sales service experience and customer satisfaction metrics.

5. Cross-Functional Coordination & Leadership

• Lead and mentor a multi-disciplinary operations team with focus on accountability, ownership, and continuous improvement.


• Collaborate closely with the

  Sales, Finance, Retail, and Import

  teams to ensure seamless coordination and alignment of objectives.


• Institutionalize

  SOPs, process metrics, and performance dashboards

  for effective monitoring and control.


• Foster a results-oriented and customer-focused culture within the operations department.

6. Compliance, Documentation & Reporting

• Ensure adherence to statutory and regulatory requirements related to imports, logistics, and warehousing.


• Oversee customs documentation, import formalities, and related financial reconciliations.


• Develop and maintain

  robust MIS reports

  covering operational KPIs, inventory metrics, logistics costs, and procurement efficiency.


• Present data-driven insights and recommendations to senior management for strategic decision-making.

7. IT-Enabled Warehousing & Technology Transformation

• Spearhead the implementation of

  modern, IT-enabled warehousing solutions

  to enhance operational speed and accuracy.


• Lead deployment and adoption of

  Warehouse Management Systems (WMS)

  ,

  barcode-based tracking

  , and

  digital inventory monitoring

  tools.


• Drive transformation towards a

  technology-driven, data-centric operational culture

  , integrating real-time reporting and analytics across all functions.


• Ensure continuous improvement and automation in warehouse processes to align with global best practices.

Key Competencies

• Strong command over

  Supply Chain Management, Import/Export Operations, and Procurement Planning

  .


• Demonstrated ability in

  inventory control, logistics optimization, and cost rationalization

  .


• Proven expertise in

  cross-functional coordination and stakeholder management

  .


• Hands-on experience with

  ERP / WMS systems

  and advanced Excel / reporting tools.


• Excellent

  analytical, leadership, and decision-making skills

  .


• Strong business acumen with a customer-centric mindset.

Qualifications & Experience

• Postgraduate (From leading B School) in

  Business Administration, Supply Chain, or Operations Management

  .


• 10 15 years of progressive experience in

  operations, logistics, or supply chain management

  , preferably within the

  retail, lifestyle, or consumer goods industry

  .


• Proven experience in handling

  imports, vendor management, and multi-location distribution networks

  .


• Exceptional leadership credentials with a track record of

  process transformation and operational excellence

  .

Performance Indicators (KPIs)

• Cost efficiency in logistics and procurement


• Inventory accuracy and turnover ratio


• On-time delivery and order fulfilment rate


• Reduction in lead times and stockouts


• Customer satisfaction and service resolution metrics


• Compliance and process adherence