Job Title

(Regional Head Product DP & Trinity) Senior Manager Operations: Air product

Function

Operations

Reporting to

Regional Operations Head

Responsibilities

Financial

• Ensure adherence to operational costs of the respective product categories in the region; Track Operating Costs per Movement (OCPM) and Operating Cost per Kilogram (OCPK) on a regular basis and take corrective actions, if any

Operational

• Drive timely, accurate and profitable delivery of shipments to customers as per contractual terms and conditions for the respective product categories (DP & Trinity)

• Oversee operations and track operational performance of the respective products in the region including daily inbound and outbound operations at Hubs / Service Centers / PUDs/ DCs

• Work closely with the Service Center Heads / PUD Center Heads to analyze load patterns and review pick-up/delivery routes for first and last mile connectivity of the respective products

• Work closely with the operations teams in the service centres/ PUDs responsible for delivery of the product for identification of any opportunities for process improvement / reengineering; Highlight the same to the Regional Operations Head and the Operations Efficiency and Quality Control team in the Corporate Office

• Drive adherence to Standard Operating Procedures and Execution Excellence in the region for respective product categories(e.g. On-time delivery performance, Transit times, net service levels, SLAH, RTO reduction, timely connectivity onto the network, reduction in errors etc)

• Drive safety and security of all shipments related to the product category in the region

• Support national operations teams in network planning and design, network management, network optimization and efficiency enhancement initiatives for the respective product categories

• Support Product Heads in new product development and improvement in existing products from an operational point of view

People

• Provide direction, guidance and support to functional employees in the region 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

S.No

Key Result Areas

Key Performance Indicators

1.

Optimize costs in the region for the respective product categories (DP & Trinity)

• % reduction in overall Operating Costs for the region (i.e. OCPK and PCPM)

2.

Reach Enhancement for the respective product categories (DP & Trinity)

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

• Number of new Pin Codes added for the respective products

3.

Drive service quality and excellence for the respective product categories (DP & Trinity) in region

• Overall service quality in the region for all products in terms of Net Service Levels (NSL)

• Delivery performance as per transit times for the respective product categories

• Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload
  * POD/ DC upload into system within defined timelines
  * Consolidated bagging from Hub within defined targets

• Achievement of target NPS Scores

4.

Ensure Security of Shipments for the respective product categories (DP & Trinity)

• Number of open regional security related cases

5.

Ensure Regulatory Compliance for the respective product categories (DP & Trinity)

• Compliance to all applicable regulatory requirements

6.

Drive Operations of Channel Partners for the respective product categories (DP & Trinity)

• Operational Performance of
  - RSPs
  - PDAs
  - Delivery Agents

7.

Drive Operations Process Efficiency and capability

• % increase in operational productivity in region (measured as shipments/ employee or tonnage/ employee)

• % coverage of employees - direct and indirect (as per plan) in region 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 positions within team with identified successors / potential successors

10.

Drive employee morale and engagement

• Employee Attrition (%)