Operations Excellence Senior Manager

Overview

Job Description

Key Accountability Areas

• Develop and execute operational strategies that enhance efficiency, reduce costs, and support scalability.
• Align operational goals with the company’s overall business strategy and ensure cross-functional teams are working toward shared objectives.
• Lead strategic initiatives to optimize core processes across logistics, fleet management, marketing, Fintech, product Ops and customer service.
• Drive operational innovation through automation, technology adoption, and process improvements.
• Ensure processes are scalable and adaptable to support business expansion.
• Establish and monitor KPIs to track and measure operational performance across key areas.
• Standardize processes and reporting systems to ensure consistency and transparency across the operations department.
• Conduct regular reviews and audits to assess adherence to best practices and identify areas for improvement.
• Lead cross-functional projects that improve efficiency, reduce waste, and enhance customer satisfaction.
• Implement change management practices to ensure successful adoption of new processes, systems, or technologies.
• Develop and implement robust fraud prevention strategies.
• Analyze transaction data to identify patterns and anomalies.
• Collaborate with technology teams to enhance fraud detection algorithms.
• Train and educate operational staff on fraud prevention best practices.
• Continuously monitor and adapt fraud prevention measures.
• Analyze cancellation patterns to identify common reasons
• Implement measures to reduce cancellations
• Minimize the impact of cancellations on resources
• Investigate failed deliveries (e.g., incorrect addresses, customer unavailability).
• Enhance address validation during order placement.
• Implement real-time tracking and communication features for customers and drivers.
• Leverage data analytics to identify wastage trends.
• Use predictive models to anticipate potential wastage scenarios.
• Implement self-service options through our app or website. Automated chatbots can handle routine queries, reducing the need for human agents.
• Route inquiries to specialized agents based on their expertise. This ensures faster resolution and minimizes call duration.
• Performance Metrics: Monitor key metrics such as average handling time, first-call resolution, and customer satisfaction. Continuously train agents to improve efficiency.
• Outsourcing Consideration: Evaluate outsourcing options for non-core functions (e.g., after-hours support) to reduce in-house costs.
• Root Cause Analysis: Investigate the reasons behind customer complaints (e.g., late deliveries, incorrect orders). Address these issues at the source to prevent recurrence.
• Proactive Communication: Keep customers informed about order status, delays, and any issues. Transparency reduces the need for compensation.
• Tiered Compensation: Define clear guidelines for compensating customers (e.g., partial refunds, vouchers). Tailor compensation based on the severity of the issue.
• Feedback Loop: Collect feedback from customers and learn from their experiences. Use this insight to improve processes and minimize compensation situations.
• Lead efforts to automate manual processes within the delivery ecosystem.
• Evaluate and implement technology solutions (e.g., route optimization, order tracking).
• Enhance customer self-service options through intuitive app features.
• Monitor automation performance and iterate for continuous improvement.
• Establish clear KPIs for compensation effectiveness.
• Measure the impact of compensation decisions on operational performance.

Strategy & Planning

• Contribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions' heads.
• Make critical decisions that support the Division's strategic and tactical direction.
• Establish the plans for the respective functions/teams and provide inputs that support the Division’s goals and objectives.
• Distribute tactical responsibilities effectively to potential leaders in the Division, to improve the succession readiness of the organization over time.
• Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

People Management

• Set performance objectives, provide necessary support, evaluate direct reports, and provide regular feedback on performance.
• Participate in the identification and recruitment of key talents for the function.
• Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow.
• Provide opportunities for team members to suggest, participate in, and contribute to improvement, innovation, and knowledge-sharing initiatives.

Budget Management

• Manage and own the budgeting cycle and provide input to the budgeting process.
• Ensure effective utilization of the function's budget, and report accurately on progress and challenges.
• Investigate and propose implementing strategies that result in a positive financial impact for HS.
• Manage the reporting departments effectively within budget, and report accurately on progress made and challenges encountered.
• Formulate strategies that result in a positive financial impact for HS and aim to mitigate financial and operational risks.

Governance And Resilience

• Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
• Uphold a high-performance working environment and promote HS’s Values.

Qualifications

• Knowledge and Experience:
• 10 -12 years of experience in operations, process improvement, or operational excellence roles
• Strong knowledge of operational improvement methodologies
• Strong problem-solving skills
• Advance analytical skills
• Leadership skills

Education And Certifications

• Bachelor’s degree in business management, or a related field
• Black Belt Certification in Six Sigma and COPC Customer Experience Implementation Leader is preferable.