Manager-Delivery Operations

Job Description

1. Basic Information

Unique Job Position (UJP) Manager-Delivery Operations
Reporting To Hub Head
Value Stream Asset Operations
Location Hub (or Fulfillment Center)

1. Purpose of the Role

• The Delivery Operations will supervise all activities related to Pick, Pack, and Delivery Operations. These includes manpower allocation, timely picking and packing of products as per customer orders, and Last Mile Delivery (LMD) of orders. The individual will manage a team of including Deputy Managers, supervisors, and team leaders. The incumbent will report to Hub Head.

1. Listing of Activities performed by the job holder to deliver the outcomes

Picking Operations:

• Ensure timely picking of products as per customer orders and escalate to Tech Team in case of any issues
• Load balancing for packing stations to equally distribute line items for packing operations
• Monitor metrics pertaining to Picking related errors.

Packing Operations:

• Oversee packing operations for different product categories
• Coordinate with the Night Inventory Team for any non-availability of products during packing operations
• Monitor metrics pertaining to Packing related error.

Delivery Operations:

• Ensure timely dispatch of orders to customers and delivery before 7 AM, as per company’s commitment
• Monitor metrics pertaining to Delivery related errors.

Manpower Management and Optimizing productivity of Last mile manpower.

Last Mile Vehicle Management – Vehicle planning/ Slot wise dispatch.

1. Outcomes & KPIs

• Overall Refund (%) vs Target
• Late deliveries days (In a Month) vs Target
• Ops Cost Tracker v/s actual accuracy to be >99%
• Proper following of Pick Pack Delivery instructions. Zero Customer Escalations.
• People Management - (Employee Retention/Attrition) (%)

1. Organization

This role is part of Hub/Site leadership team, led by Hub Head. The Hub head further reports to respective zonal lead, who in turn report to Operations Head within Milkbasket Organization.

The incumbent works closely with other internal stakeholders such as Finance, Site HR, Hub Operations, Category team etc. External stakeholders include auditors and vendors (wherever applicable).

1. Delegation of Authority

ActivitiesPrimary ResponsibilitySecondary Responsibility

1. Error free Picking/Packing

Yes

1. On Time Deliveries

Yes

1. Cost per order (LMD cost as per defined targets)

Yes

1. Customer Refunds

Yes

1. Customer Escalations

Yes

1. Transport Management

Yes

1. Employee Development & Retention

Yes