BIKASH KUMAR
Cluster Lead - Store Operations
Bokaro Steel City
Summary
Results-driven Operations & Cluster Manager with extensive experience managing multi-city last-mile delivery and dark store operations across 15+ cities. Proven ability to lead teams of 25+ employees, drive operational efficiency, and consistently achieve key performance indicators (KPIs) including SLA adherence, order fulfillment, inventory accuracy, and customer satisfaction.
Expertise in end-to-end supply chain management, fleet optimization, and demand forecasting, enabling cost reduction and improved service delivery. Demonstrated success in accelerating city-level growth and increasing order volumes through data-driven strategies, merchant-led promotions, and effective supply planning.
Skilled in process improvement, SOP implementation, fraud prevention, and cross-functional stakeholder management. Strong analytical mindset with a focus on continuous improvement, scalability, and delivering high-quality customer experiences in fast-paced e-commerce environments
Overview
3
3
years of professional experience
5
5
Languages
Work History
Cluster Lead
Flipkart Minutes
03.2026 - Current
- Managed end-to-end operations for multiple dark stores/fulfillment centers within a defined cluster, ensuring high service levels and operational efficiency
- Led and supervised Store Managers and shift teams; handled hiring, training, and performance management of workforce
- Monitored and improved key performance indicators (KPIs) including order fulfillment rate, SLA adherence, inventory accuracy, and customer satisfaction
- Optimized inventory management by ensuring accurate stock levels, reducing stockouts, and minimizing wastage/shrinkage
- Coordinated with supply chain and logistics teams to streamline replenishment and last-mile delivery operations
- Improved customer experience by reducing order delays, resolving escalations, and ensuring high-quality service delivery
- Implemented process improvements and standard operating procedures (SOPs) to enhance productivity and reduce operational costs
- Collaborated with cross-functional teams and senior leadership to execute regional strategies and business goals
- Ensured compliance with safety, hygiene, and regulatory standards across all locations
- Analyzed operational data to identify gaps, drive continuous improvement, and support data-driven decision-making
Operations Manager
Eternal Limited (formerly Zomato Limited)
04.2024 - 03.2026
- Led multi-state operations across 3 states and 15 cities, managing a team of 10 on-roll employees with full accountability for performance, productivity, and compliance.
- Owned and monitored city-level KPIs and operational metrics, including CPO, FOC, FOD, NPS, ADT, PUD, KPT, EDT, DD, EPH, SL, SD, Utilization, Active Fleet, RAT, AT, CPM, OB, Hygiene Compliance, and Asset Compliance.
- city growth and order volume uplift by planning and executing merchant-focused ads, offers, and promotional campaigns .
- Partnered closely with the Sales team for order forecasting, demand planning, and supply alignment, ensuring optimal fleet availability and cost efficiency.
- Monitored driver performance, quality metrics, fraud detection, and behavioral compliance at the city level, implementing controls to reduce losses and improve service quality.
- Led restaurant partner onboarding initiatives aligned with business expansion plans, ensuring adherence to operational, hygiene, and brand standards.
Executive - Fleet Operation
Bigbasket A TATA Enterprises
12.2023 - 04.2024
Executive - Fleet Operation
Zomato Hyperpure Pvt. Ltd
03.2023 - 12.2023
- Manage end-to-end transport vendor relationships, including vendor onboarding/offboarding, vehicle onboarding/removal, contract management, and payment reconciliation.
- Own vehicle utilization tracking, billing accuracy, invoice reconciliation, and payment governance to control costs and prevent leakages.
- Collaborate with Supply Chain Planning and Design teams to drive long-term logistics innovations, including driver payout processes, MIS automation, vehicle modifications, vendor registration, BGV, and audit frameworks.
- Create and publish city-level operational metrics covering fleet planning, vehicle utilization, OTD, driver behavior, transit losses, cost per trip/km, audits, and capacity planning.
- Prepare and circulate daily and periodic MIS reports, including vehicle attendance, utilization, EOD reports, cost sheets, RCA for breaches, transit reports, and vendor master data.
Education
Bachelor of Arts - Arts
Visthapit College
Balidih, Bokaro01-2017
ADCA - Advance Diplpma in Computer Application
STS Computer
Balidih, Bokaro01-2013
Skills
Operations Management
Supply Chain & Logistics
Team Leadership & Workforce Planning
KPI Tracking & Performance Optimization
Inventory Control & Demand Planning
Process Improvement & Cost Optimization
Stakeholder & Vendor Management
Data Analysis & Problem Solving
KPI & Performance Management
Cost Control & Profitability Optimization
Demand–Supply Planning & Capacity Management
Operational Metrics Analysis (CPO, FOC, FOD, NPS, ADT, PUD, KPT, EPH, Utilization, CPM, etc)
Dashboard Creation & MIS Reporting
City Growth Strategy & Market Expansion
Merchant Ads & Promotional Planning
Order Volume & Utilization Uplift
Hiring, Training & Performance Reviews
Goal Setting & Capability Building
Fraud Detection & Control
Hygiene & Asset Compliance
SOP Design & Process Standardization
Vendor & Partner Coordination
Timeline
Cluster Lead
Flipkart Minutes
03.2026 - Current
Operations Manager
Eternal Limited (formerly Zomato Limited)
04.2024 - 03.2026
Executive - Fleet Operation
Bigbasket A TATA Enterprises
12.2023 - 04.2024
Executive - Fleet Operation
Zomato Hyperpure Pvt. Ltd
03.2023 - 12.2023
Bachelor of Arts - Arts
Visthapit College
ADCA - Advance Diplpma in Computer Application
STS Computer
PASSPORT DETAILS
- Passport No :- S7494457
- Expiry Date :- 01/11/2028
- Place of Issue :- Ranchi
- Country Code :- IND
- File No. :- RC01C4161203618