Walk-in || Service Partner Operations(SPO)

Job description

• Job Description :Service Partner Operations (SPO)Position
• Department:  Service Partner Operations
• Location: Pune( Pune,Solapur,Satara & Aurangabad -MH)
  
  Role Purpose:Drive operational excellence across Service Partner and outside-the-roof operations by ensuring delivery and pickup SLA adherence, improving network performance, accelerating technology adoption, and strengthening Service Partner capability and retention.
  Key Responsibilities1. Delivery Process & Quality Compliance 25%
  
• Monitor daily delivery performance against FBDM, SDD, FAD, TD, re-attempt and rejection parameters.
• Ensure 100% adherence to priority shipment SLAs for Premium, E-commerce and D-Series shipments.
• Ensure same-day closure of delivery status through Smart Track/RideApp.
• Monitor branch cutoff adherence and ensure timely CP departure.
• Control RTO/NDR quality and eliminate incorrect or fake NDR updates.
• Monitor operational performance of service partners after onboarding.
• 2. Pickup Operations & System Adherence 20%
  
• Drive end-to-end pickup SLA performance for forward and reverse shipments.
• Achieve 95% same-day pickup closure and 90% successful pickup/connection rate.
• Ensure adherence to PRS/PMS systems for specialized business lines.
• Provide timely weekly performance updates, including key highs, lows and default counts, to Zonal/Regional Management.
• 3. Technology Adoption & Operational Projects 20%
  
• Lead implementation of operational technology initiatives such as Sort-Assist, Geo Zone Mapping, DRS Elimination and RideApp deployment.
• Ensure timely completion of project milestones across targeted zones.
• Drive adoption of platforms such as RideApp and Hexa Grid, targeting 95% active usage.
• Support PDN/PPN restructuring and operational architecture improvements.
• 4. Network Stability & Partner Retention 20%
  
• Improve serviceability and eliminate critical pincode coverage gaps.
• Reduce defaulting Service Partners through continuous monitoring and corrective actions.
• Identify and fulfill high-potential vacant areas.
• Convert low-volume routes/pincodes into viable serviceable solutions.
• Use pincode volume analytics to support network expansion and optimization.
• 5. Capability Building & Strategic Control 15%
  
• Ensure 100% training of new Service Partners within 14 days of onboarding through Opedia/L&D.
• Engage NFAB members in Service Partner improvement initiatives and track action plans.
• Enforce operational governance and compliance parameters for Service Partners.
• Exercise strategic control to address non-compliance and maintain service integrity.
• Key Success MeasuresDelivery & Pickup SLA | RTO/NDR Quality | Technology Adoption | Network Coverage | Service Partner Performance & Retention | Training & Compliance | Operational Cost & Process Efficiency.

Preferred candidate profile
Graduation (any discipline) with 2-6 years of experience in Operations & Channel Management within the logistics Industry.

At least 2 years of experience in logistics and Ecom industry in the area of Operations or Channel Operations