Role Overview:
The job holder will be responsible for ensuring seamless execution of end-to-end Home Delivery Operations (HDO) from order receipt to final delivery and customer satisfaction. The role demands strong coordination between warehouse, HDO, stores, and customer call center teams to maintain predefined SLAs, drive customer experience excellence, optimize delivery performance, and support cost-efficient operations.
This position requires a hands-on professional with a strong operational mindset, attention to detail, and the ability to handle multiple stakeholders while maintaining high service quality standards.
Key Responsibilities:
1. Customer Experience & Delivery Operations
- Coordinate and monitor all Home Delivery activities to ensure timely delivery and adherence to predefined SLAs.
- Drive reduction in pending, postponed, and rescheduled deliveries through proactive follow-ups and planning.
- Ensure smooth communication between the delivery team, store operations, and customer service for order status updates and exception handling.
- Monitor and improve customer satisfaction (NPS) by ensuring quick resolution of complaints and prompt customer feedback closure.
- Track delivery metrics and highlight deviations, delays, or service issues for immediate corrective actions.
- Collaborate with fleet teams to improve routing efficiency and truck utilization for optimal delivery productivity.
- Maintain capacity as per the monthly plan and ensure operational flexibility within permissible limits.
2. Cost & Inventory Control
- Support the implementation of initiatives aimed at reducing delivery costs and optimizing overall operational efficiency.
- Work closely with the warehouse and finance teams to ensure accurate inventory handling and minimal shrinkage.
- Assist in executing continuous improvement methodologies (e.g., KATA, Lean) to enhance productivity and cost-effectiveness.
- Track and report cost-related KPIs periodically, identifying gaps and improvement opportunities.
- Ensure adherence to approved budgets and support initiatives to reduce cost per delivery through better planning and execution.
3. People Development, Process Adherence & Safety
- Ensure complete compliance with defined Home Delivery Operations processes, SOPs, and safety protocols.
- Conduct and maintain structured reviews, store visits, and floor audits; record findings and follow through on improvement actions.
- Facilitate training and skill development programs for delivery staff and warehouse teams to build cross-functional capabilities.
- Support engagement initiatives such as team recognition programs, employee feedback sessions, and supervisor assessments.
- Maintain structured logs for store visits, delivery observations, and performance feedback.
- Promote a culture of discipline, accountability, and safety awareness within the team.
- Participate actively in daily management reviews (DMR) to discuss challenges, opportunities, and performance updates.
4. Projects & Continuous Improvement
- Actively support ongoing productivity and process improvement projects within Home Delivery Operations.
- Monitor project milestones and ensure timely execution and benefit realization as per predefined timelines.
- Participate in key initiatives such as delivery route optimization, technology deployment (driver app/route optimizer), incentive policy rollout, and customer feedback analysis.
- Share best practices and process improvements across teams to standardize performance across regions.
- Support pilot implementations for new models, tools, or workflows aimed at enhancing delivery efficiency and customer satisfaction.
Key Deliverables:
- Achievement of predefined SLAs for delivery lead time and customer complaint resolution.
- Improved customer satisfaction and NPS for Home Delivery operations.
- Adherence to operational cost and inventory accuracy standards.
- 100% compliance with process, safety, and documentation requirements.
- Successful execution of assigned special projects and continuous improvement initiatives.
- Strong stakeholder coordination between stores, logistics, customer service, and warehouse teams.
Desired Candidate Profile:
- Education: Graduate / Postgraduate in Operations, Supply Chain, Business Administration, or related field.
- Experience: 4–7 years of experience in Home Delivery / Last-Mile Operations.
- Strong understanding of delivery workflows, fleet coordination, route planning, and customer service operations.
- Proficient in data handling, reporting, and use of ERP / delivery management systems (Oracle experience preferred).
- Excellent communication and stakeholder management skills.
- Strong analytical and problem-solving mindset with attention to detail.
- Exposure to process improvement methodologies (Lean / KATA / Six Sigma) will be an added advantage.
Behavioral Competencies:
- Ownership and accountability mindset.
- Strong coordination and multitasking skills.
- Customer-centric approach with a sense of urgency.
- Ability to work under pressure and manage multiple priorities.
- Team-oriented, approachable, and proactive in problem-solving.