Manager - Seller Onboarding & Feet On Street - eCommerce

Position: Manager - Seller Onboarding and FOS

Company : One of the top eCommerce in India

Role Summary: In this role the person would be responsible for managing Fulfilment Onboarding operations along with the Feet on Street (FoS) program. Work with the Partner teams and internal Partner PoCs to drive basic operational hygiene and desired outcomes. This role will require the person to work closely with internal stakeholders to drive growth and enable selection.

The Partners here refer to organizations that work by providing support to Sellers on Marketplace through call and email interactions.

Job Description:

- Develop a thorough knowledge of relevant processes to be able to influence FBF adoption

- Develop a good understanding of competition and market to be able to bring in the right sellers and selection on the platform through the FoS program

- Develop and implement industry best practices for FBF adoption and selection growth

- Identify, plan and execute the right model for onboarding sellers as desired

- Work closely with various internal groups to understand business requirements, implement new processes and contribute to ongoing process improvements.

- Responsibility for the operational performance of outsourced partner/s

- Ownership of Day-to-day operations to ensure all deliverables are met by the partner as per the agreed SLA

- Facilitate weekly, monthly and quarterly review meetings with the partner teams

- Roll-out organizational goals/objectives across the partner operations

- Ability to understand data trends and make inferences and recommend actions for improvement

- Responsible for the quality delivered on the floor and to ensure that there are no below standard consultants on the floor/coming as new recruits

- Keep a close watch on the adherence to all the contractual obligations by the partner

- Will be accountable for various performance metrics of the partner like SSAT%, Quality%, Conversion%, TAT, etc

- Should be able to drive process/efficiency improvement projects

- Will be based out of FK office in Bangalore with occasional travel to Partner locations

Desired skills and experience:

- Graduate/PG with good Operations understanding and at 6-8 years of contact center management experience, and 3-5 years in a Managerial role.

- Business development/Retail/Category management experience would be an added advantage

- Program management skills, relationship management, interpersonal communication - ability to work with multiple cross-functional teams with an eye for detail

- Ability to multi-task and work independently and as a team

- Proficient in MS applications e.g. Microsoft Word / Excel / Power point.

- Positive, pro-active, motivated with "can-do" attitude

- Is service oriented and customer/seller focused

- Experience in working with external partners is desirable