Area Operations Head – REOPS734

Job Title

Area Operations Head

Function

Regional Business

Reporting to

Branch Operations Head / Area Head

1. Purpose

Responsible for ensuring timely and profitable delivery of shipments to customers through effective management of service center operations & PUD/ DC operations in the area

2. Key Responsibilities

Responsibilities

Financial

·         Support Area Head in developing the budget for the Area

·         Ensure adherence to budgeted capital and operational costs for the Area; Track Operating Costs 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 Area operations

·         Oversee the management of all Service Centers in the Area to ensure efficient operations

·         Drive key performance metrics for various operations processes in the Area (Service Centers)

·         Ensure adherence to Standard Operating Procedures and Execution Excellence in the Area (e.g. On-time delivery performance, Transit times, RTO reduction, Timely connectivity onto the network, Reduction in errors, etc.)

·         Support reach enhancement initiatives like Tier 2 and Tier 3 cities expansion, RSP development, etc. in the area as per the organization strategy

Ensure optimum productivity and utilization of fleet (feeder and milk runs) in the Area Evaluate existing infrastructure for operations in the Area vis-à-vis growth targets and prepare capital expenditure or capacity expansion proposals (service centers); Seek approval from the Area Head and forward the proposals to the concerned authorities for further due diligence/approvals

People

Provide direction, guidance and support to function employees in the Area to help them discharge their duties effectivelyMonitor the performance of the team on a continuous basis to identify key performersMentor and coach subordinates to develop the team’s capabilities and build a robust succession pipeline

3. Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

1.

Optimize costs in the Area

·   % reduction in Operating Costs for the area

2.

Reach Enhancement

·   Support Expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs)

3.

Drive service quality and excellence in the Area

·   Overall adherence to area service quality in terms of Net Service Levels (NSL), EDD , TWD & BDD

·   Delivery performance as per transit time for all products

·   % undelivered shipments

·   Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and pick-ups

·   Achievement of target NPS Scores for the Area

4.

Ensure Security of Shipments

·       Number of open security related cases in the Area

5.

Ensure Regulatory Compliance

·       Compliance to all applicable regulatory requirements

6.

Drive Operations of Channel Partners attached to the Area

·   Operational Performance of
- RSPs
- PDAs
- Delivery Agents

7.

Drive Operations Process Efficiency and capability

·       % increase in operational productivity in the Area (measured as shipments/ employee )

·       % coverage of employees - direct and indirect (as per plan) in Area in terms of conduct of operations training programmes

8.

Ensure Performance Driven Culture

·       Adherence to Performance Management system timelines and guidelines

9.

Support Employee Capability Building

·   % Key area positions with identified successors / potential successors

10.

Drive employee morale and engagement

·   Employee Attrition (%)

·   PDA Attrition (%)