ShadowFax - State Head - Last Mile Operations

Purpose of Role: To expand network & pincode serviceability and manage P&L of their state/zone

Roles & Responsibilities:

Network & Pin code Expansion:

- Coordinate with sales team to analyze new business opportunities & expand network in those locations

- Managing the expansion of hubs in the state in coordination with internal & external stakeholders

- Responsible for pin code expansion across the state & increase serviceability

- Ensure all resources are available for pincode expansion

- Planning manpower & deployment in areas with pincode expansion

- Customer Escalation & COD Closure

- Handling & resolving the customer escalations with SZM & HI

- Ensure BIC customer experience in all hubs

- Resolving the issues & escalation of SZMs

- Ensuring 100% closure of COD on daily basis across the hubs

- State Franchise Management

- Onboarding new franchise partners for expansion of franchise business

- Ensuring BIC Performance of hubs across the state. Coordinate with SZM to ensure better performance in franchises

- Proactively assessing the vendors needs & maintaining a good relationship with them

- Coordination with the internal stakeholders to ensure resolve the escalations & queries of the vendors

- Rate card discussion with the vendors/franchise

- Ensuring to reduce the cost per order(CPO) with franchise & vendors

- Workforce Management

- Creating manpower planning from the monthly projections received from sales team

- Analyzing the root cause for attrition & building strategies to reduce the attrition

- Working with the HR team & SZM to close all the open positions

- Training & mentoring the SZM & HIs on ground to smooth functioning of hub

- Providing feedback to the SZM on their performance & ensure better performance

- P&L Management

- Responsible for handling the P&L of their respective state in coordination with SZM

- Building strategies & processes for reducing discrepancies in the planned budget for maintain P&L for the state

- Maintaining the productivity of the hubs & delivery partners in coordination with the SZM to increase the revenue of the state

Skills required:

- Operational Excellence

- Problem Solving

- Communication Skills

- Workforce Management

- Business Leadership

- Requisites / Prerequisites:

- Graduate from Tier 1/2 Engineering or Management colleges

- 5+ years of overall experience with Ecommerce/ Logistics/ Supply chain organizations.