AddressJob Objective:
1. Overall responsibility for the Sales, Inventory & Operations Planning (SIOP) process for all the service lines of relocation business. To partner with Sales & Operations to develop and execute the optimal operations support to all business lines across India relocations.
2. To lead and manage the India Operations for the relocations business.
Key Responsibilities:
Strategic (Direct Ownership)
- Put together a strategic business plan for Warehouse & SIOP Operations
- Deliver business targets as per AOP in terms of revenue and profitability.
Operations (Direct ownership)
- Create a SOP for the Warehouse Operations with TAT's and KPI's in place and monitor against the same.
- Update the operations SOP's with TAT's, quality measures and KPI's in place.
- Drive CBS application usage to ensure data base creation for current & future business needs
- Develop and deliver training and capability development programs periodically for overall improvement in performance.
- Monitor Warehouse audit and compliance and exceeding expectations on CEI scores
- Conduct periodic review meetings with PAN India Operations team for improved service excellence.
Finance (Direct ownership)
- Prepare the annual operations business plan and operational budgets for Relocations and LTS business in India.
- Manage and monitor costs for the operations function in India within the AOP for direct labor, overtime and transportation.
- Drive Cost saving measures through effective procurement of packing materials
- Review and optimize operations costs without compromising on quality
Customer (Direct Ownership)
- Sourcing of Vendors for such high value and critical moves and vendor empanelment.
- Sourcing and empanelment of vendors for surface transport to improve cost efficiencies.
- Oversee and supervise very high value and critical moves from a customer satisfaction and well as cost management perspective. Ensure customer satisfaction at the end of the move.
- Manage relationships with key external stakeholders in top strategic accounts
- Ensure Service Excellence & customer delight through effective Operational execution
- Facilitate on board partners across different states in India
People (Direct Ownership)
- Recruit, develop and retain SIOP and PAN India Operations team.
- Ensure focused cascading of organizational KPIs into functional objectives and finally into individual KPIs and review performance against the same based on a set calendar
- Ensure timely goal setting, evaluation and training for the team.
Interfaces
EXTERNAL
- Vendor Partners / Contractors
INTERNAL
- Operations Manager (India), SIOP team member, Product Heads
- Finance, HR, IT, Admin for support
Qualification:
Graduate / Post graduate with MBA in Operations
Experience:
- 15 to 20 years of operations experience in a similar / customer service industry like relocations, logistics, hospitality
- Should have at least 8 - 10 years' experience in leading large Operations team .
