Operations Excellence Senior Manager

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 companys 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 Divisions ABCs and OKRs while ensuring alignment with other Functions heads.

• Make critical decisions that support the Divisions strategic and tactical direction.

• Establish the plans for the respective functions/teams and provide inputs that support the Divisions 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 functions 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 HSs 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:

• Bachelors degree in business management or a related field

•  Black Belt Certification in Six Sigma and COPC Customer Experience Implementation Leader is preferable.

Remote Work :

No

Employment Type :

Full-time