Operations Analyst

Job Description Operations Associate
Version #0.1Date10 Dec 2025Job DescriptionPosition Code:M3Position TitleOperations AssociateStaff Control Span0Reports toOperations HeadLocationNoidaSummary This role acts as a central operations enabler, driving demand generation efficiency, strengthening direct business execution, and elevating business performance through data-backed insights, cross-functional coordination, and seamless delivery of end-to-end operational processesKPIs

1. Support demand generation processes of O2R & Improve effectiveness
2. Own daily, weekly, and monthly operational performance dashboards
3. Support demand fulfilment processes for Direct Business & cross functional coordination

Responsibilities

1. Support demand generation processes of O2R & Improve effectiveness

1.1Supervise call center operations, ensure adequate productivity, sales target achievement & compliance1.2Prepare call center data as per the strategy decided; ensure timely win-back, churn activities1.3Become a layer between FOS team, area operations executives & management for better productivity1.4Ensure presence of adequate servicing executives; Drive initiatives for improving customer acquisition

1. Own daily, weekly, and monthly operational performance dashboards

2.1O2R App related MIS, Customer acquisition and retention, Market Servicing Officer performance2.2Hub wise performance numbers for O2R and Ovino; Territory wise strategy scorecard2.3Call center metrics; Mid-mile and last mile performance; Customer Complaint management

1. Support demand fulfilment processes for Direct Business & cross functional coordination

3.1Monitor adherence to picking, packing, dispatch & delivery SLAs; Ensure manpower availability at hubs 3.2Coordinate between procurement, supply chain and field sales in order to maintain smooth operations3.3Assist in execution of new initiatives at ground level; Vendor identification and management
Competencies LevelFuture trend FunctionalNumerical and Analytical aptitude4/5StableProduct and Category knowledge3/5IncreaseBusiness Acumen3/5IncreaseProcess orientation4/5IncreaseAccess to vendor base3/5IncreaseBehavioralAbility to build relationships4/5IncreaseDealing with ambiguity4/5Stable Taking ownership of task4/5StableIdeal Incumbent profile Education Engineering + MBA (preferably in Operations/Supply Chain) Age range (yrs) Under 28Experience Functional/ Relevant Total Exp. 2+ years of experience in Program Management/Operations/SCM with focus on FMCG/E-ComAnother Proficiency in MS Excel & PowerPoint
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