Cluster Operations Head Job in Gurgaon at Swiggy

Swiggy is hiring for the position of Cluster Operations Head!

Responsibilities of the Candidate:

• Lead a team of area managers to optimize efficiency of operations and achieve the performance target for these areas
• Assist the management in implementing new strategic initiatives as well as contribute with ideas for effectively scaling up the operations in these areas
• Liaise between the implementation team and the operations strategy team to ensure that all the areas under your focus on order fulfilment, logistics and customer experience
• Be responsible for leading and managing a huge team, their performance, expectations and goals
• Perform cost analysis and reporting as well as manage schedules, quality initiatives and process change initiatives
• Design and manage execution of the employee retention plan
• Responsible for deciding on the staffing and training requirements for all the areas under your purview
• Improve the systems, processes and policies in the operations team to better support management reporting, information flow and relevant business metrics
• Ensure the fleet of delivery executives across areas are disciplined, and resolve disputes/strikes that may arise in these areas, warranting an efficient and healthy work environment
• Support the area managers in the design and rollout of a pay-out structure that motivates and rewards the desired behaviors and performance of delivery executives
• Ensure a flawless delivery service for the customers in your areas with special focus on real time service levels and schedule adherence
• Meet or exceed the customer satisfaction rating target of the delivery fleet in all the areas under your purview
• Provide individual coaching feedback sessions, and have weekly one-on-ones with the area managers that focus on improving customer satisfaction
• Schedule frequent hub visits to ensure compliance in hub operations in all areas; Serve as a leader and point of contact as well as address issues that are supervisor related or complex in nature
• Ensure that there are fewer delivery executive-driven cancellations in your area
• Strive for 100% compliance among delivery executives across areas on matters like wearing Swiggy T-shirts, bags and Id card while on delivery

Requirements:

• Post Graduate with 4-6 years experience 
• Prior experience in process design and operations implementation (preferably in logistics/supply chain management)
• Strong operational, analytical and numerical skills; Ability to use data effectively for devising operations strategy
• Strong time management skills and the ability to prioritize in order to meet daily, weekly, and long-term requirements and goals
• Must have ability to multi-task, manage multiple hubs and establish priorities
• Good leadership skills (Experience in managing blue-collared employees is a big plus)
• Passion to deliver a positive customer experience
• Ability to maintain composure in difficult situations; Good communication skills
• Attention to detail and ability to critically think through and resolve problems