Regional Etail Quality Improvement Manager (Operations)

Job Title: Regional Etail Quality Improvement Manager (Operations).

Function: Operations.

Reports To: Regional First Last Mile Manager \DP eCommerce.

Location: Regional HQ (multi-state coverage).

Travel Required: 25%, 50%, 75%.

Job Summary

Position Overview. The Regional Etail Quality Improvement Manager is responsible for driving service quality, process adherence and continuous improvement across the regional Etail First Mile and Last Mile network. The role monitors end-to-end shipment lifecycle performance across Service Centres and delivery locations, identifies service-quality gaps and drives corrective actions with branch, area and regional operations teams. Owns regional Etail quality analytics and governance across key service metrics including pickup and delivery performance, First Attempt Delivery Success, undelivered shipments, NDR, ageing, customer complaints, shipment exceptions and operational process adherence. The role leads the regional Etail Quality Improvement team and works closely with Operations, Customer Service, Security, IT/Digital and other stakeholders to improve shipment flow, eliminate recurring defects and strengthen customer experience. This is primarily a quality governance, analytics and continuous improvement role, working in partnership with line Operations teams who continue to own day-to-day operational execution.

Job Purpose

To continuously improve Etail service quality across the regional First and Last Mile network by identifying operational defects, analysing shipment lifecycle performance, driving root-cause resolution and ensuring sustained adherence to service standards, thereby improving delivery reliability, customer experience and operational quality.

Key Roles Responsibilities

• Leadership. Lead and manage the regional Etail Quality Improvement team and ensure clear ownership of quality-monitoring priorities. Build strong quality and problem-solving capability across the team. Establish regular quality-review mechanisms with regional, branch and operational teams. Drive accountability for closure of recurring service-quality gaps. Build a culture of proactive quality management rather than reactive exception resolution. Coach teams on root-cause analysis, corrective actions and sustained process improvement.
• Etail Service Quality Management. Monitor end-to-end Etail shipment lifecycle across pickup, processing, movement and delivery stages. Track regional Etail service-quality performance against defined organisational standards and customer commitments. Identify service failures, ageing shipments, delivery exceptions and recurring operational defects. Drive improvement in First Attempt Delivery Success and reduction in avoidable delivery failures. Monitor NDR reasons and ensure corrective action on operationally controllable causes. Review undelivered, misrouted, delayed, damaged or exception shipments and drive closure with respective teams. Identify high-defect locations, routes and operational pockets and initiate targeted improvement plans. Ensure consistency of Etail service-quality standards across locations within the Region.
• Quality Analytics Exception Management. Analyse shipment-level and location-level quality data to identify trends, recurring defects and systemic issues. Develop regional quality dashboards and exception reports for management review. Establish proactive alerts for shipments or locations at risk of service failure. Conduct root-cause analysis on major service deviations and recurring customer-impacting issues. Track corrective and preventive actions through closure. Use data to differentiate isolated operational exceptions from structural process issues. Maintain visibility of quality performance by branch, service centre, route and relevant operational parameters.
• First Last Mile Quality Improvement. Partner with First Mile and Last Mile Operations teams to improve pickup and delivery quality. Review adherence to pickup and delivery processes, operational cut-offs and shipment handling standards. Identify opportunities to improve delivery attempt quality, shipment visibility and customer communication. Support improvement of address quality, delivery instructions and exception coding. Drive reduction in repeat attempts arising from avoidable operational reasons. Work with operational teams to improve route-level quality and delivery consistency. Support peak-period quality readiness and identify potential service risks before volume surges.
• Process Compliance Standardisation. Conduct periodic process-quality reviews across regional operating locations. Ensure adherence to defined Etail SOPs, shipment handling processes and service standards. Identify deviations from standard processes and drive corrective action. Support implementation of national quality initiatives across the Region. Standardise proven quality-improvement practices across branches and Service Centres. Ensure sustained implementation through follow-up audits and control mechanisms. Support quality readiness for new facilities, routes or operating models where required.
• Customer Experience Complaint Reduction. Analyse Etail-related customer complaints and identify underlying operational causes. Partner with Customer Service and Operations teams to reduce repeat complaints. Identify systemic customer experience issues and recommend operational solutions. Monitor complaint trends by location, failure type and root cause. Ensure major recurring service failures are addressed through structured corrective-action plans. Support improvements in delivery experience and shipment visibility.
• Continuous Improvement. Build and maintain a regional quality-improvement pipeline focused on recurring service defects. Apply structured problem-solving methodologies such as RCA, PDCA, Pareto analysis and process mapping. Conduct field visits / Gemba reviews at locations with persistent quality gaps. Identify opportunities for process simplification, automation and preventive controls. Track measurable benefits from improvement initiatives. Institutionalise successful interventions across relevant locations to prevent recurrence.
• Technology, Data Automation. Use operational dashboards and shipment-level analytics to identify quality gaps and intervention priorities. Drive accurate exception coding and data discipline across operating locations. Support implementation and adoption of digital tools that improve shipment visibility and quality control. Partner with IT/Digital teams to automate recurring quality reports and exception identification. Identify opportunities for predictive / proactive quality monitoring. Ensure quality data used for decision-making is accurate, timely and actionable.
• Stakeholder Governance. Collaborate closely with Regional Operations, Branch Operations, First Last Mile teams and Service Centres. Partner with Customer Service on complaint trends and customer-impacting quality issues. Coordinate with Security on shipment loss, damage and other quality exceptions wherever relevant. Work with IT/Digital teams on system or data issues impacting shipment visibility and quality. Conduct periodic Etail quality reviews with regional stakeholders. Escalate structural or recurring quality risks requiring regional or national intervention. Act as the regional SME for Etail service quality and continuous improvement.

Qualifications Experience

• Education: Bachelordegree in operations, Supply Chain, Logistics, Engineering, Business Administration or related discipline preferred; MBA / PG qualification desirable.
• Experience: 5\8 years of relevant experience in express logistics, eCommerce logistics, last-mile operations, service quality, operational excellence or supply chain operations.
• Strong exposure to First Mile / Last Mile operations and shipment lifecycle management.
• Experience in analysing service-quality metrics and driving corrective actions across multiple operating locations.
• Understanding of delivery performance, NDR, ageing, service failures, customer complaints and operational exception management.
• Experience in data analysis, operational dashboards, root-cause analysis and continuous improvement.
• Exposure to multi-location operational governance and stakeholder management.
• Experience managing or coordinating quality / operational improvement teams preferred.
• Preferred Industries: Express Logistics, Courier, eCommerce Logistics, 3PL, Last Mile Delivery, Distribution and Supply Chain Operations.

Skills Capabilities

• First Last Mile Quality Management

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.