Role Objective
The Assistant Manager – Service Quality & Process Optimization will be responsible for ensuring end-to-end service quality, SLA adherence, faster order turnaround, cost optimization, process automation, and leakage control across operations. The role focuses on speed, accuracy, efficiency, and cost control while maintaining high customer satisfaction.
Key Responsibilities
1. SLA Management & Customer Commitments
- Ensure all customer SLAs are met consistently across order processing, procurement, dispatch, and delivery.
- Monitor daily SLA performance and highlight risks proactively.
- Coordinate with internal teams and external partners to avoid SLA breaches.
- Drive corrective and preventive actions for any SLA deviations.
2. Turnaround Time (TAT) & Faster Delivery Initiatives
- Continuously work on reducing order-to-delivery turnaround time.
- Take initiatives to:
o Speed up procurement
o Optimize order processing
o Improve dispatch and delivery timelines
- Work closely with logistics partners to ensure fastest possible delivery to customers.
- Set internal benchmarks for processing speed and delivery timelines.
3. SOPs, Process Documentation & MIS
- Review, document, and update Standard Operating Procedures (SOPs) for all operational activities.
- Ensure SOP adherence across the operations team.
- Create and maintain accurate MIS reports related to:
o SLA performance
o Order processing timelines
o Delivery metrics
o Cost and productivity
- Share actionable insights from MIS with management.
4. Cost Control & Productivity Improvement
- Analyze freight costs, manpower productivity, and operational expenses.
- Identify opportunities to reduce cost per piece/order.
- Improve team productivity through:
o Better task allocation
o Process simplification
o Performance tracking
- Ensure cost optimization without compromising service quality.
5. Automation & Process Optimization
- Identify manual, repetitive, and error-prone processes suitable for automation.
- Work with IT/tech teams to implement automation solutions.
- Ensure automation improves speed, accuracy, and scalability.
- Track automation impact on cost, SLA, and productivity.
6. Inventory & Procurement Leakage Control
- Plug operational leakages related to:
o Inventory mismatches
o Procurement gaps
o Stock aging or losses
- Ensure inventory accuracy through checks, controls, and reconciliation.
- Improve coordination between procurement, warehouse, and operations teams.
- Implement preventive controls to avoid recurring issues.
Pay: ₹25,000.00 - ₹50,000.00 per month
Benefits:
- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
