Head - Regional Operations, Pan-India

As the Head - Regional Operations, Pan-India, you will be responsible for overseeing and optimizing the operational performance of all regions at a PAN India level - a network spanning across 40+ multi-channel fulfilment centres spread over 2 million sq ft and employing around 3000 people directly and indirectly.

All regional operations heads will report into this role and with the help of the regional operations heads, you are expected to drive highly SLA complaint operations in Prozos Pan-India warehousing network. Prozos Pan-India operations are divided into East, West, North and South Regions.

This pivotal leadership role entails managing a team of Regional Operations heads while collaborating closely FC Heads and central operations team members.

This role would report into Pan-India Head - Regional and Central Operations”.

Key Responsibilities:

• Single Point Ownership of running SLA Compliant Operations, Pan-India: Along with regional operations heads of East, West, North and South, you will be responsible for running highly SLA compliant operations in a cost-effective manner.
• P&L Ownership of All Regions: Work closely with regional operations heads to ensure that all regions are running in a cost effective manner and achieve target profitability across all regions & warehouses. Work under the guidance ‘Pan-India Head - Regional and Central Operations’ to drive manpower optimisation and productivity to ensure the same.
• Off-Roll Manpower & other resources Planning: Drive manpower & resource planning for all regions keeping in mind demand peaks, seasonality, festivals and other aspects.
• Escalation Management: Ensure minimal escalation from client side and ensure a proactive, data driven RCA and CAPA implementation.
• Technology Adoption: Oversee and drive proper implementation and utilisation of warehouse management systems (WMS), Control Tower and other tech solutions to enhance operational efficiency and accuracy.
• First Time Right: Work closely with the central operations team and Pan-India Head - Regional and Central Operations to drive best in-class experience for new clients being onboarded. In Prozo’s terminology, we call it FTR - First Time Right Team. We have a dedicated team for the same.
• SOP Implementation and Process Optimization: Implement standardized operating procedures (SOPs) to ensure smooth client onboarding and operational workflows.
• Team Leadership and Development: Directly lead a team of Regional Operations Head fostering a culture of excellence, accountability, and continuous improvement.
• Stakeholder Collaboration: Work closely with Central Operations and client senior management teams to align strategies, address escalations, and drive operational excellence.
• Talent Acquisition and Retention: Closely collaborate with Central HR and manpower planning team to to scale and descale manpower on the basis of volume projections and productivity targets factoring in seasonality, holidays and peak periods.
• Warehouse Utilization and Performance Monitoring: Monitor and optimize warehouse utilization, leveraging Control Tower insights and collaborating with Central Operations to drive efficiency.
• Safety, Security & Loss Prevention: Ensure all SoPs are implemented and adhered to for safety and security of the warehouses.
• Reporting and Accountability: Ensure timely reporting and transparency in all operations-related metrics and KPIs.
• Work Timing Synchronization: The Head of Regional Operations will maintain work hours in sync with the regional ops team and will have a 6-day working schedule to ensure operational rhythm and alignment with ground operations.

Qualifications & Experience:

• Warehousing Expertise:
• Minimum 10 years of experience and deep expertise in managing operations
• Would have had exposure to handling multiple fulfillment centers ranging from 25,000 sq ft to 3,00,000 sq ft and beyond
• B2B Warehousing Expertise: Would have experience in running dedicated and managed warehouse operations
• D2C & B2C Warehousing Expertise: Would have worked in D2C and B2C environment and will understand marketplaces SLAs in detail and terminologies like WPR, SCRR (Seller Controllable Return Rate) etc
• Logistics Exposure: Exposure to D2C Freight, Express (PTL) Freight and FTL Freight
• Technology-First Operations Leader: Proficiency in utilizing modern OMS, WMS, and ERP systems such as Unicommerce, Vinculum, SAP, and Oracle.
• Strong Bias for analytics: Strong analytical and problem-solving skills, with the ability to conduct RCA and implement effective CAPA strategies.
• Previous Exposure to scale: Would have had previous exposure to operations at scale and will have handled 1000’s of off-roll manpower in a geographically distributed network
• Strong Communication: Excellent communication, leadership, and stakeholder management abilities.
• Comfortable with new-age working environment:
• Openness to work across communication channels - emails, whatsapp, slack etc
• Savvy with new-age working tools - shared documents, chatgpt and other productivity enabler tools
• Comfortable operating in a fast-paced, dynamic environment with a track record of delivering results.
• Education: Bachelor's degree in Operations or Supply Chain Management.

What We Offer:

• Leadership role to demonstrate your people and operations skills
• The chance to work with a dynamic and innovative team passionate about revolutionizing the supply chain industry.
• A supportive and collaborative work environment where your contributions are valued and recognized.
• Opportunities for professional growth and development, including direct interactions with senior leadership.