Manager - Last Mile

Regional Manager - Non Large, First and Last Mile Operations at Flipkart, incorporating relevant metrics like CPD (Cost per Delivery), Shrinkage Control, and Manpower Availability to make it more performance-oriented:

Regional Manager - Non Large, First and Last Mile Operations

Location: Anywhere in AP & TS

About Flipkart

Flipkart is transforming commerce in India with its commitment to innovation, customer-centricity, and a world-class supply chain. With a customer base of over 350 million and over 150 million products across 80+ categories, we empower entrepreneurs and MSMEs while ensuring sustainable growth. Flipkart is part of the Walmart-owned Flipkart Group, which also includes Myntra, Cleartrip, Flipkart Health+, and a majority stake in PhonePe.

About the Role

As a Regional Manager at Ekart, you will lead the Non Large, First and Last Mile Operations, ensuring operational excellence while managing cost efficiency and profitability across the region. You will oversee a team of Cluster Managers, Area Managers, and Territory Managers, ensuring adherence to SOPs, managing customer escalations, and driving continuous improvements in operations.

Key Responsibilities

Operations Management

• Accountability for Profitability: Ensure the region's operations are profitable by optimizing operational costs and performance.
• Control Operational Costs: Manage operational budgets and reduce the Cost per Delivery (CPD) to meet business targets.

1. Customer Escalation Management
   
• Proactively manage customer escalations in collaboration with support teams to ensure quick resolution and minimal customer impact.
• Track and reduce Customer Complaints/Returns (related to delivery or service quality).
2. Adherence to Standard Operating Procedures (SOPs)
   
• Ensure that the SOP adherence rate across all hubs is consistently high to maintain quality standards.
3. Workforce Management & Manpower Availability
   
• Ensure sufficient and trained manpower is available at all hubs and regions as per the manpower and business plan.
• Monitor and manage Manpower Utilization Rates to ensure that staffing levels align with operational demand.
4. Shrinkage and Loss Prevention
   
• Monitor shrinkage (inventory loss during transit, storage, or handling) and implement strategies to minimize losses.
• Set and track shrinkage KPIs to ensure the loss is controlled within industry benchmarks.
5. Operational Excellence
   
• Continuously strive to improve the accuracy of delivery, speed, efficiency, and overall operational visibility.
• Identify gaps in operations and proactively take corrective actions.
6. Team Development & Mentoring
   
• Lead and motivate Cluster Managers, Area Managers, and Territory Managers to achieve higher performance goals.
• Conduct regular performance reviews and set measurable KPIs for the team, ensuring alignment with organizational goals.
7. Performance Reporting & Review Meetings
   
• Conduct Monthly Review Meetings (MRMs) to evaluate team and operational performance.
• Track and report on key metrics such as CPD, SOP Compliance, Shrinkage Rates, and Manpower Availability during MRMs.

Qualifications & Experience

• Education:
• B.Tech or MBA (preferably from Tier I/II institutes).
• Experience:
• Minimum 6 years of experience in Courier/Supply Chain/Warehousing/Logistics Operations, with at least 2 years in a managerial or leadership role.
• Proven track record of managing First Mile, Last Mile, and Reverse Pickups operations with focus on profitability and efficiency.

Desired Skills & Competencies

• Customer Focus:
• Strong ability to resolve customer issues proactively and ensure high Customer Satisfaction Scores (CSAT).
• Use customer feedback to continuously improve delivery accuracy and speed.
• Operational Agility:
• Ability to adapt strategies in real-time to meet evolving customer and business needs.
• Performance Monitoring:
• Experience in monitoring key performance metrics such as CPD, Shrinkage Control, and Delivery Accuracy.
• Leadership:
• Excellent leadership skills to mentor and develop a high-performing team. Ability to lead by example and drive a Customer Obsession Culture.
• Analytical Thinking:
• Strong problem-solving and analytical skills to identify operational inefficiencies and implement corrective actions.

Why Work With Us?

At Flipkart, we promise to maximize what you care about the most. Youll have the opportunity to leave a mark, experiment, learn, and grow. Youll get to work with the best in inclusive teams, with the freedom to innovate and create your legacy. Every Flipster is a Maximiser curious, audacious, entrepreneurial, and excited by big challenges.

Being Yourself @ Flipkart

Flipkart values and respects differences. We are an equal-opportunity employer, committed to promoting a diverse workplace culture where every individual is valued for who they are. We believe in fostering an inclusive environment where diverse perspectives drive innovation and excellence.

Metrics for Success in the Role

• CPD (Cost per Delivery): Ensure operational cost efficiency by minimizing the cost per delivery across the region.
• Shrinkage Control: Track shrinkage rates and implement measures to keep losses under industry standards.
• Manpower Availability: Ensure a high Manpower Utilization Rate while meeting business demand and avoiding overstaffing or understaffing.
• SOP Compliance: Monitor and ensure 100% SOP adherence across hubs to maintain service quality.