Operations Excellence Senior Manager

Job description

Purpose

To lead the design and execution of strategic initiatives to enhance operational efficiency and drive continuous improvement across the business. This senior leadership role is responsible for developing scalable processes, optimizing performance, and aligning operational strategy with business objectives. The ideal candidate will have a strong focus on strategy development, implementation, and cross-functional collaboration to support the growth and long-term success of the Operations division Key Accountability Areas: Develop and execute operational strategies that enhance efficiency, reduce costs, and support scalability.

Align operational goals with the company’s overall business strategy and ensure cross-functional teams are working toward shared objectives. Lead strategic initiatives to optimize core processes across logistics, fleet management, marketing, Fintech, product Ops and customer service. Drive operational innovation through automation, technology adoption, and process improvements. Ensure processes are scalable and adaptable to support business expansion.

Establish and monitor KPIs to track and measure operational performance across key areas. Standardize processes and reporting systems to ensure consistency and transparency across the operations department. Conduct regular reviews and audits to assess adherence to best practices and identify areas for improvement. Lead cross-functional projects that improve efficiency, reduce waste, and enhance customer satisfaction. Implement change management practices to ensure successful adoption of new processes, systems, or technologies.

Develop and implement robust fraud prevention strategies. Analyze transaction data to identify patterns and anomalies. Collaborate with technology teams to enhance fraud detection algorithms. Train and educate operational staff on fraud prevention best practices. Continuously monitor and adapt fraud prevention measures. Analyze cancellation patterns to identify common reasons Implement measures to reduce cancellations Minimize the impact of cancellations on resources Investigate failed deliveries (e.g., incorrect addresses, customer unavailability).

Enhance address validation during order placement. Implement real-time tracking and communication features for customers and drivers. Leverage data analytics to identify wastage trends. Use predictive models to anticipate potential wastage scenarios. Implement self-service options through our app or website. Automated chatbots can handle routine queries, reducing the need for human agents. Route inquiries to specialized agents based on their expertise.

This ensures faster resolution and minimizes call duration.

Performance Metrics

Monitor key metrics such as average handling time, first-call resolution, and customer satisfaction. Continuously train agents to improve efficiency.

Outsourcing Consideration

Evaluate outsourcing options for non-core functions (e.g., after-hours support) to reduce in-house costs.

Root Cause Analysis

Investigate the reasons behind customer complaints (e.g., late deliveries, incorrect orders). Address these issues at the source to prevent recurrence.

Proactive Communication

Keep customers informed about order status, delays, and any issues. Transparency reduces the need for compensation.

Tiered Compensation

Define clear guidelines for compensating customers (e.g., partial refunds, vouchers). Tailor compensation based on the severity of the issue.

Feedback Loop

Collect feedback from customers and learn from their experiences. Use this insight to improve processes and minimize compensation situations. Lead efforts to automate manual processes within the delivery ecosystem. Evaluate and implement technology solutions (e.g., route optimization, order tracking). Enhance customer self-service options through intuitive app features. Monitor automation performance and iterate for continuous improvement.

Establish clear KPIs for compensation effectiveness. Measure the impact of compensation decisions on operational performance.

Strategy & Planning

Contribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions' heads. Make critical decisions that support the Division's strategic and tactical direction. Establish the plans for the respective functions/teams and provide inputs that support the Division’s goals and objectives. Distribute tactical responsibilities effectively to potential leaders in the Division, to improve the succession readiness of the organization over time.

Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

People Management

Set performance objectives, provide necessary support, evaluate direct reports, and provide regular feedback on performance. Participate in the identification and recruitment of key talents for the function. Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow. Provide opportunities for team members to suggest, participate in, and contribute to improvement, innovation, and knowledge-sharing initiatives.

Budget Management

Manage and own the budgeting cycle and provide input to the budgeting process. Ensure effective utilization of the function's budget, and report accurately on progress and challenges. Investigate and propose implementing strategies that result in a positive financial impact for HS. Manage the reporting departments effectively within budget, and report accurately on progress made and challenges encountered. Formulate strategies that result in a positive financial impact for HS and aim to mitigate financial and operational risks.

Governance and Resilience

Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner. Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness. Uphold a high-performance working environment and promote HS’s Values.

Qualifications

Knowledge and Experience

10 -12 years of experience in operations, process improvement, or operational excellence roles

• Strong knowledge of operational improvement methodologies
• Strong problem-solving skills Advance analytical skills Leadership skills Education and Certifications: Bachelor’s degree in business management, or a related field Black Belt Certification in Six Sigma and COPC Customer Experience Implementation Leader is preferable.