Senior Manager - Last Mile Operations (Regional Language is a Must)

Purpose of Role: To expand network & pincode serviceability and manage P&L of their state/zone

Roles & Responsibilities:

1. Network & Pin code Expansion

• Coordinate with sales team to analyze new business opportunities & expand network in those locations
• Managing the expansion of hubs in the state in coordination with internal & external stakeholders
• Responsible for pin code expansion across the state & increase serviceability
• Ensure all resources are available for pincode expansion
• Planning manpower & deployment in areas with pincode expansion

2. Customer Escalation & COD Closure

• Handling & resolving the customer escalations with SZM & HI
• Ensure BIC customer experience in all hubs
• Resolving the issues & escalation of SZMs
• Ensuring 100% closure of COD on daily basis across the hubs

3. State Franchise Management

• Onboarding new franchise partners for expansion of franchise business
• Ensuring BIC Performance of hubs across the state. Coordinate with SZM to ensure better performance in franchises
• Proactively assessing the vendors needs & maintaining a good relationship with them
• Coordination with the internal stakeholders to ensure resolve the escalations & queries of the vendors
• Rate card discussion with the vendors/franchise
• Ensuring to reduce the cost per order(CPO) with franchise & vendors

4. Workforce Management

• Creating manpower planning from the monthly projections received from sales team
• Analyzing the root cause for attrition & building strategies to reduce the attrition
• Working with the HR team & SZM to close all the open positions
• Training & mentoring the SZM & HIs on ground to smooth functioning of hub
• Providing feedback to the SZM on their performance & ensure better performance

5. P&L Management

• Responsible for handling the P&L of their respective state in coordination with SZM
• Building strategies & processes for reducing discrepancies in the planned budget for maintain P&L for the state
• Maintaining the productivity of the hubs & delivery partners in coordination with the SZM to increase the revenue of the state

Skills required -

1. Operational Excellence
2. Problem Solving
3. Communication Skills
4. Workforce Management
5. Business Leadership