Cluster Head

Strategic Leadership

• Execute cluster-level First Mile and Last Mile strategy aligned with regional operational objectives, customer SLAs, and business growth.
• Translate regional operational initiatives into effective cluster execution plans.
• Drive continuous improvement across pickup operations to enhance service quality and productivity.

Leadership

• Lead and manage PUD Managers across the cluster, ensuring alignment to service, productivity, revenue, and operational excellence objectives.
• Build leadership capability, succession planning, and operational bench strength across PUDs.
• Drive employee engagement, performance management, and compliance with organizational policies.
• Ensure consistent implementation of regional operational strategies and governance frameworks across all PUDs.

Operational Excellence

• Own and govern operational performance across pickup and delivery operations within the cluster.
• Ensure achievement of pickup and delivery SLA, customer service standards, and operational productivity targets.
• Drive route optimization, manpower planning, and resource utilization to improve operational efficiency.
• Monitor operational performance, identify service gaps, and implement corrective actions across PUDs.
• Ensure adherence to SOPs, safety standards, and regulatory compliance across all pickup and delivery operations.

Revenue Assurance & Compliance

• Drive revenue realization through reweigh compliance, shipment accuracy, and elimination of revenue leakage.
• Ensure compliance with operational and commercial processes to maximize billing accuracy.

Customer Experience & Service Quality

• Drive superior customer experience by ensuring timely pickups and deliveries and proactive issue resolution.
• Monitor customer service metrics and implement initiatives to improve service quality.
• Support Commercial and Customer Service teams in resolving key customer escalations.

Cost Optimization & Productivity

• Improve pickup productivity through route optimization, manpower utilization, and operational standardization.
• Optimize cost per shipment while maintaining service quality and customer satisfaction.

Process Re-engineering & Continuous Improvement

• Lead continuous improvement initiatives across pickup and delivery operations.
• Standardize operational processes across all PUDs within the cluster.
• Implement best practices to improve productivity, service quality, and operational consistency.

Stakeholder & Governance

• Collaborate with Surface Operations, CPU Operations, Commercial, Customer Service, Finance, HR, and Service Centre teams.
• Ensure alignment between cluster execution and regional operational strategy.
• Act as the cluster SME for First Mile Operations and participate in operational governance forums.