Area Operations Head

Job Title

Area Operations Head

Function

Operations

Reporting to

Branch Operations Head

• 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

• 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 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 Area operations
• Oversee the management of all Service Centers and PUD Centers in the Area to ensure efficient operations
• Drive key performance metrics for various operations processes in the Area (Service Centers and PUD 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 / PUD 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 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
• Key Result Areas and Key Performance Indicators
  
  
  

S.No

Key Result Areas

Key Performance Indicators

Optimize costs in the Area

• % reduction in Operating Costs for the area (i.e. OCPK and OCPM)

Reach Enhancement

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

Drive service quality and excellence in the Area

• Overall adherence to area service quality in terms of Net Service Levels (NSL)
• 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

Ensure Security of Shipments

• Number of open security related cases in the Area

Ensure Regulatory Compliance

• Compliance to all applicable regulatory requirements

Drive Operations of Channel Partners attached to the Area

• Operational Performance of
• RSPs
• PDAs
• Delivery Agents

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

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines

Support Employee Capability Building

• % Key area positions with identified successors / potential successors

Drive employee morale and engagement

• Employee Attrition (%)
• PDA Attrition (%)