Associate Lead

Key Roles:

1. Customer Satisfaction & Complaint Management
• Proactively improve satisfaction levels of previously dissatisfied customers.
• Efficiently and professionally manage customer complaints ensuring timely resolution.
• Monitor and ensure closure of complaints within defined SLAs.
2. Performance & Compliance
• Ensure 100% on-time pickups and deliveries by optimizing route planning and execution.
• Prepare and review delivery TAT reports to track delays from pickup to delivery completion.
• Enhance delivery norms especially for high-value shipments to improve stack integrity and minimize damages.
• Regularly assess operations to reduce delivery rejections or returns due to process or packaging deficiencies.
3. Operational Optimization
• Benchmark resource deployment and cost efficiency against industry standards.
• Maximize asset utilization through effective LCV and manpower planning.
• Maintain zero process deviations across all logistics nodes.
4. People and Role Alignment
• Clarify and define responsibilities for each team member to ensure role clarity.
• Promote a results-driven culture by aligning daily operations with organizational goals.
• Conduct weekly team meetings to monitor KPIs, resolve challenges, and track employee performance.
5. Strategic Alignment & Reporting
• Ensure operations are aligned with the companys strategic goals and SLAs.
• Improve regulatory compliance and risk management practices.
• Deliver accurate and timely MIS reports, highlighting deviations, corrective actions, and trends.

Core Responsibilities:

1. Daily Pickup & Delivery Execution
• Plan and execute daily vehicle movement and route scheduling to ensure on-time pickups and deliveries per SLA.
2. Operations Monitoring (Inbound & Outbound)
• Track and report daily operational performance; coordinate closely with DC and field teams for smooth processing.
3. MIS & Reporting
• Collect and validate daily operational reports and escalate anomalies to management.
4. Inventory Oversight
• Maintain zero pending loads; all inward shipments must be dispatched as per cutoff timelines.
• Ensure strict adherence to shipment routing SOPs.
5. Team Coordination & Goal Setting
• Clearly define responsibilities for team members and align efforts to business objectives.
• Foster accountability and keep the team focused on operational results, not just activities.
6. SLA & Compliance Improvement
• Drive improvements in service delivery benchmarks and internal compliance metrics through consistent monitoring and support.