Walk-in || Executive / Sr.Executive Service Partner Operations

Job Title: Service Management Officer / Service Management Executive Department: SPO

Location: Field-based (Managing 1 or more Branch Clusters)

Job Summary

As a SMO/SME, you will serve as the primary on-the-ground operational lead responsible for overseeing one or more clusters of branches. You will act as a pivotal bridge between central service operations and field execution, collaborating directly with channel partners, branch supervisors/heads, and field teams to align daily outside the roof operations with company standards, drive performance improvements, and achieve delivery performance.

Key Responsibilities

On-the-Ground Incident Investigation

Conduct deep-dive, root-cause investigations into respective operational failures, delivery delays, and process deviations from Channel Partners

Go beyond data metrics to identify the exact causes of failures occurring on the in field operations.

Feedback Extraction & Field Audits

Spend active time on-site with regional ground staff, CPs, CPs riders, and branch supervisors/head.

Perform regular CP interviews and field audits to capture first-hand feedback on daily bottlenecks, damage causes, and key operational pain points.

Local Action Plan Ownership

Translate central corporate corrective actions into localized, practical, step-by-step action plans tailored to your specific CP cluster.

Work closely with channel partners and local teams to execute, manage, and enforce new SOPs at the branch level.

Ensure all CPs are aware of operational policies, penalty structure so that they can benefit and not get penalized.

Performance Tracking & Stabilization

Monitor CP level KPIs daily or at intervals to identify performance gaps and operational trends.

Flag localized anomalies immediately before escalation and deploy rapid, corrective solutions to stabilize daily delivery operations. Other Requirements

Field Mobility: Willingness to spend extensive time traveling across assigned branch clusters.

Core Competencies: Strong analytical skills, root cause analysis (RCA), stakeholder management, vendor/channel partner management, and effective communication.