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TITLE

 

Area Manager - Grade 5 - Field Operations - Vadodara

COMPANY

 

Swiggy

LOCATION

 

Vadodara, IN

Description

About the company

 

 

An initiative that started in 2014 with just a few restaurants on board limited to Koramangala in Bangalore, Swiggy is now India’s leading food ordering and delivery platform. We recently received our series H round of funding and were able to raise an astounding $1 Billion. We have grown beyond our wildest imaginations. Starting off with just 2 neighbourhoods in Bangalore, we are now present in over 70 locations PAN India and are only looking to grow further. More than 50,000 restaurant partners leverage Swiggy to reach new customers and increase their sales. All of this has been made possible only because of our motivated work force nearing 5000+ employees that run the show from start to finish. Every order delivered by Swiggy’s fleet of over 1,20,000 Delivery Executives, the largest in India, ensures a host of customer-centric features, while ensuring we provide unparalleled convenience for our customers. 

 

 

 

 

Description

 

You will lead a team of Fleet managers to optimize efficiency of operations and achieve the performance target for these areas. You will assist the management in implementing new strategic initiatives as well as contribute with ideas for effectively scaling up the operations in these areas.

·   You will liaise between the implementation team and the operations strategy team to ensure that all the areas under you focuses on order fulfilment, logistics and customer experience. You will 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 payout 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 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 to 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.

 

Desired skills and experience

·   Graduate with 3 -5 years of experience in operations management

·   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 the 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;

·   Strong people management skills; Good in conflict management; Result oriented individual

·   Understand lean operations strategies (especially concepts relevant to services industry)

·   Able to come up with new ideas to improve customer performance standards

·   Male candidates preferred; Able to work on weekends; Good MS office skills

 

·   Able to work on weekends

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