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Assistant Manager - Cluster Operations
India
Job Title: Assistant Manager- Cluster Operations
Band: 3
Function: Operations
Assistant Manager- Cluster Operations would be the owner of MOVIN service partner in the territory (state, area, city) assigned to him. He and his team would be responsible for the operational KPI’s, control framework, hygiene and other areas mentioned as per the agreement. He would be responsible for reach and expansion in his territory with the appointment of new MSP’s reporting to MSP Head.
JOB ROLE & RESPONSIBILITIES:
- Lead & own the MSPs in the territory assigned to him.
- Lead the team of coordinators and their service deliverables.
- Driving operational metrices daily with a view to give world class service experience.
- Follows Quality Improvement Process (QIP) procedures and conducts meetings and monthly business plan reviews with MSPs to identify and address performance issues.
- To ensure each MSP follows with our operational sops and complies with.
- Business Retention & growth through MSP’s.
- Driving Movin DNA, standards and culture.
- New MSP appointment in coordination with MSP head and Regional Managers.
- Controlling on cost, at the same time making sure approvals are in place required for smooth day to day ops.
- Travel to locations, walk the talk, conduct audits, record observations and share with all the transparency.
- Give MSP a wow experience and feeling of pride being associated with Movin.
- To see that billing and payment of MSPS are smooth and as per agreement and grievance if any must be sorted on time so as not to have any unpleasantness.
- Look at their capability of handling increased volumes and support them wherever required to scale up.
- Work with L&D for training and development of each MSP’s and their staff.
- Plan for contingency and back up for each MSP to avoid risk of business service loss in case MSP opts out.
SKILLS AND KNOWLEDGE REQUIREMENTS
- Understanding of first mile, middle mile, last mile operation in express industry
- Experience of handling core floor operations.
- Collaborative approach
- Prior exposure to handling of channel/franchise/service partner ops.
- Good networking and understanding of competition and their strategy.
- Good knowledge of MS office applications.
Educational Qualifications:
Bachelor’s degree in any discipline.
Relevant Experience:
- Experience of 8-10 years in similar profile in express industry.
Competencies
- Result oriented
- Process driven
- Analytical approach
- Collaborative
- Customer focused.
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