Operations Lead

Job Description

Operations Lead As the Operations Lead, your key responsibilities will revolve around leading operational execution from Pick Up to Delivery of vehicles. Verifying Documentation, managing performance MIS (Management Information Systems), improving team performance, serving as a cross-functional liaison, and handling escalations. You will play a critical role in ensuring exceptional customer service and operational efficiency within our organization.

Responsibilities:

1. Operational Execution Vehicle & Tracking

a. Utilize tracking systems and tools to monitor and track the movement of vehicles in real-time. b. Ensure accurate and timely updates on vehicle locations, arrivals, and departures.

c. Collaborate with the Supply team to optimize vehicle deployment and minimize delays.

d. Document validation

e. Timely POD Collection

2. Performance MIS:

a. Develop and maintain comprehensive performance MIS reports to track key metrics and analyse team performance.

b. Identify trends, patterns, and areas for improvement based on the performance data.

c. Present performance reports to senior management and make data-driven recommendations for enhancement.

3. Improve Performance:

a. Provide guidance to the team and give clarity on their job roles.

b. Conduct regular performance evaluations and provide constructive feedback and coaching to team members.

c. Identify training and development needs and coordinate relevant training sessions to enhance team members' skills.

4. Cross-Functional Liaising:

a. Collaborate with various departments, including operations, logistics, and sales, to ensure smooth coordination and communication.

b. Serve as a point of contact for cross-functional teams, addressing queries, resolving issues, and facilitating efficient information flow.

5. Escalation Handling:

a. Act as the primary point of contact for resolving escalated customer issues or complaints.

b. Investigate and analyse the RCA of escalations and develop strategies to prevent recurrence. c. Ensure timely resolution of customer issues, maintaining a high level of customer satisfaction.

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