Senior Operations Manager
The Wishlist
Total years of experience :10 years, 9 Months
Reporting to the CEO it’s my responsibility to develop, scale, implement & improve operations by leveraging technology and taking feedback from end customers. Being a core Team Member for expanding the ecommerce business across the GCC, I’m responsible for driving the strategic development, optimization and implementation of the company's operating strategy, processes and SLAs. Accountable for the monitoring of day-to-day e-fulfillment Operations. Reporting directly to the Stake-holders, ensuring that KPI targets are met.
* Manage the day-to-day operations of the eCommerce Operations team to ensure excellent
customer service and satisfaction, adherance to standard operating procedures, and high efficiency completion of tasks
* Manage the onboarding of new vendors as well as the maintenance of current vendors
* Drive change and encourage growth by providing guidance and support to employees; aid employees with difficult customers and situations by coaching them and demonstrating effective and professional communication with internal and external customers at all times
* Make decisions and solve problems by analyzing information and evaluating results to optimize
customer service and satisfaction
* Collaborate with the IT department on current system functionality as well as system
improvements
* Manage content team and related tasks
* Responsible for both Inbound and Outbound logistics. Coordinate with 3PL logistics companies
such as DHL, Fedex and Aramex for the same.
* Work with team members to develop and manage key process measures within each area of
responsibility
Responsible for the delivery of customer orders and plan and coordinate delivery activities
Manages a delivery team of 90+ drivers and 200+ outsourced drivers to ensure a timely and accurate delivery of 8K+ orders in a day
Analyze and troubleshoot delivery issues in a timely fashion.
Oversee daily activities of delivery team and provide direction and guidance as needed.
Perform resource allocations and workload assignments according to delivery requirements.
Ensure that team maintains high level of competence and operational excellence.
Evaluate the performance of team members and determine training needs.
Serve as primary contact for customer inquiries and concerns.
Analyze customer orders, set delivery priorities and make schedule adjustments to meet timely delivery goals.
Perform negotiations with suppliers for delivery rates.
Develop process improvements to achieve cost effectiveness and time saving.
Make critical business decisions to meet customer expectations.
Develop scope and budget for delivery projects
Report delivery status to top management and develop required delivery documentations.
Promoted from Logistics officer to critical function of control tower as Operations Analyst.
Participate in interdisciplinary projects and groups to achieve maximum supply chain efficiency.
Assist in the development of policies, guidelines, and procedures to ensure quality and cost control.
Identify data gaps and integrity concerns, establish and implement correction plans, and recommend system and procedural enhancements to prevent further data integrity issues.
Develop supply chain reports and metrics.
Collect data and analyzes trends in the flow of products from Operations to end user to maximize efficiency.
Provide input and recommended actions to logistics management.
Monitor the external environment and internal trends, to identify areas for improvement in supply chain management.
Participates in inter-departmental task forces charged with improving supply chain performance.
Document, track and report the flow of Products to ensure items are being delivered in a timely manner
Designs and provides detailed reports with analysis and recommendations for supply chain process improvements to senior management.
Designs automated methods to enable more efficient capture of supply chain data.
Create system queries to collect and analyze data pertaining to request processing times, order ship times and design reports, including graphs, tables and charts representing findings.
. Acting as primary contact for third party shipping partners DHL and Aramex, and monitoring their performance and reporting to Manager
A part of first project team who helped the operations Manager and stake holders from inception to completion. Core team member in setting up operations. Designed and developed Logistics department and led the team for 2.5 years from the beginning. Hiring, training and supervising 40 employees including Drivers, CSRs, Logistic Coordinators. Route scheduling, strategic planning and liaison with various cross functions and 3PL partners
•Route scheduling of 130+ heavy vehicles
•Data analysis and KPI Reports
•Setting up new designs and SOP as per management's expectations
•Incentive Calculation based on productivity
•Liaison with 3PL companies for deliveries during peak season.
•Coordinating with other cross functional departments such as Production, inventory, Finance and HR
•Admin tasks related to 200+ employees
Worked 1 year as TRAINEE TECHNICIAN on B-737-800 NG aircraft fitted with CFM56-7B Engines in Air India Express, Trivandrum & Air India Express, Calicut(line maintenance division), India.
ØTransit Checks
ØHeadset operation
ØAircraft re-fueling, fuel accounting
Ø Daily Inspections
ØIFE checks
Ø Phase checks (500 hrs check)
ØMajor/Minor Snag Rectifications
ØModule Replacements
ØCarry QC callouts
ØFollow Service Bulletins
ØFollow Technical Circulars
30 months hands on experience on maintenance of FOKKER F-27-200 and F-27-500 during ab-initio training.
Completed Aircraft Maintenance Engineering course in AVIONICS stream, duly Approved by DGCA, Govt. O