Role Overview
The Fulfilment Team Lead owns end-to-end field operations and inventory management for the region. This is a critical, centrally-managing role responsible for fulfilment accuracy, inventory integrity, operational efficiency and scalability — building, optimizing and solving operational challenges in real time, while leading a distributed team of Field Officers (FOs).
Key Roles & Responsibilities
- Patient Onboarding & Offboarding: Ensure timely and accurate onboarding of new patients onto the Vigo service, and smooth, complete offboarding at service closure.
- Device Collection & Maintenance: Track, collect and maintain all devices issued to Field Officers — ensuring 100% availability, functional condition and timely retrieval on exit/reassignment.
- Cash Collection & Submission: Ensure cash collection stays to exception and making sure the filed governance is optimal. cash collection stays to exception and making sure the field governance is optimal
- Inventory Management: Maintain inventory accuracy for consumables/kits through audits, reconciliation and demand forecasting.
- Team Leadership, Training & Attrition Management: Recruit, train and roster; drive a high-performance, accountable team culture and actively manage FO attrition.
- Problem Solving: Resolve operational issues quickly — missed/delayed visits, device or cash discrepancies — taking full ownership of cross-functional challenges.
- Cross-Functional Collaboration: Coordinate proactively with Sales, Tech, Support and Operations to ensure smooth execution and no service delays.
- Daily Reporting: Share an accurate daily service-delivery report (completed / pending / delayed visits) without fail, flagging any deviation from plan.
- Early Risk Escalation: Proactively flag manpower, device or execution risks and escalate immediately to enable corrective action before impact.
Key Skills & Experience Required
- High ownership mindset, execution-focused, and comfortable operating with ambiguity.
- Understands the field operations, Strong field problem-solving skills, decision-making under pressure, especially around patient-facing service issues.
- 6+ years of experience in field/fulfilment operations; prior exposure to diagnostics, home-collection or last-mile logistics strongly preferred.
- Hands-on inventory, device, fleet management and cash-handling management skills.
- Logical and data-driven decision making, planning and performance tracking.
- Proven people-integrator, ability in recruiting, training, coaching, accountable with a focus on retention.
Success Metrics (KPIs)
- Order accuracy
- SLA adherence
- Inventory accuracy
- Cost per order
- Customer Satisfaction
Pay: ₹600,000.00 - ₹800,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
