Senior Operations Executive

Roles and Responsibilities:

Seller Performance Management

• Track and maintain performance metrics such as overall conversion rates and promised delivery date (PDD) performance weekly.
• Monitorseller-wise performance against predefined targets.
• Identify trends, gaps, and areas for improvement in seller performance and recommend actionable solutions.
• Stay updated on best practices in performance monitoring and analytics to drive continuous improvement.
• Collaborate with internal teams to define and update seller-specific performance targets.

Performance Analytics & Reporting

• Prepare detailed performance reports, highlighting key insights and actionable recommendations.
• Continuously track progress toward these targets and provide regular updates to stakeholders.

Operational Process Improvement

• Identify and resolve operational bottlenecks impacting order processing, dispatch, and delivery.
• Collaborate with internal teams to optimize workflows

Consultative Seller Engagement

• Conduct performance review meetings with sellers to discuss growth opportunities and operational efficiency.
• Provide guidance on courier selection, route optimisation & other operational support.

Relationship Management

• Serve as the primary point of contact for assigned sellers to address queries and escalations.
• Build long-term, trust-based relationships to improve seller retention and loyalty.

Requirements:

• Operational Excellence: Proven ability to manage and resolve NDR cases efficiently while maintaining accurate records and documentation.

• Analytical Skills: Proficiency in analyzing performance metrics and identifying trends or areas for improvement.

• Communication Skills: Strong ability to coordinate and follow up with multiple stakeholders, including KAMs and courier POCs.

• Attention to Detail: Highly organized with the ability to ensure timely and accurate reporting and tracking.

• Proactivity: Ability to identify and flag operational challenges proactively and suggest actionable solutions.