Dr. SONIA J. KUSHWAHA

Operations strategy projects

• Directed operational and administrative procedures to keep organization in compliance with rules, regulations and internal policies.
• Productivity improvement, KPI Monitoring and improvement, Implementation of new project and initiatives, Audit assessment, Data Analysis.
• Worked collaboratively on cross-organizational and cross-departmental projects, liaising with internal teams to facilitate progress.
• Constructed and designed implementation strategies for profitable growth, liaising with senior leadership to review forecasting.
• Conducted in-depth market analysis, reviewing competitor and consumer behaviors to inform strategic planning.
• Presented findings, projections and recommendations for business improvements, suggesting amendments to increase operational performance.
• Managed high-value projects within cost, quality and timeframe targets through professional team coordination.
• Established department targets and monitored progress towards KPIs, motivating and coaching teams to attainment.
• Trained employees on optimal processes and use of equipment to boosting department productivity.

Digitalization Strategy projects

• Owned creation and delivery of company-wide digital strategy, monitoring performance to address issues.
• Built "SQAT" (Service Quality Assurance Team) and owned end to end developments and rollout for PAN India.
• Developed location based barcode scanning, OTP+ KYC validations, DRS, POD, IOP image capturing, and geofencing based FM-LM activity capturing.
• Integrated GPS and AI for DRS/POD scanning and digitalized manual POD to e-POD to enhance visibility across portals.
• Member of Executive committee, POSH, and Campus Recruitment Team.

Head Control Tower - IT

• Managing technical escalations and resolving complex issues.
• Overseeing customer onboarding processes to ensure smooth integration.
• Allocating and defining rules for customer interactions and front-end operations.
• Providing data analytical support to enhance operational efficiency and decision-making.

Head LM-MM-FM Digitalization

• Designed and implemented SOP for complete First Mile and Last Mile processes.
• Enhanced customer portal, Coordinator portal, and Rider App for direct and franchisee bookings.
• Streamlined customer onboarding with a comprehensive portal.
• Prepared URS with functional specifications, obtained scope approval, conducted UAT, and developed training materials for rollout.
• Conducted regular reviews, coordinated with sales and operations for gap analysis and client requirements, monitored application/database behaviour, performed root cause analysis, and managed user administration.
• Addressed BFSI-specific requirements, including alternate delivery/RTO addresses and hyperlocal customer solutions.
• Designed and developed SOP for DEPS (Damage, Excess, Pilferage, and Shortage) processes and applications.
• Implemented TOTE Box for delivery of fragile and electronic goods (laptops, mobile phones, cameras) for Prime Express and Prime Time Projects.
• Developing central-level status codes for exceptions with user-based rights for application for service disruptions.
• Simplified manifest processes, designed Franchisee-Branch Delivery Manifests, and Franchisee Delivery Run Sheets.
• Designing and rollout of FM-MM-LM dashboards.

• Centralized Automated Hub Integration:

Designed, planned, and executed the integration of international and domestic business at Samalkha Delhi Hub.
Consolidated express business into a 1+ lac sqft centralized automated hub.
Designed layout for manpower operations, pallet movement, material handling equipment, racking, and shelving.
Achievements:Eliminated duplication of manpower and time, reducing wastage.
Achieved economies of scale, reducing overall costs by 15%.
Increased productivity and turnaround time (TAT) levels.

• Pan-India District Coverage Model:

Created and executed a district coverage plan across six business zones.
Managed district selection, franchise coordination, manpower, and IT resource mobilization.
Achievements:Activated 100 districts Pan-India to 100% serviceability in 150 days.
Activated an additional 100 districts by March 2017.

• Alternate Delivery and Pickup Network:

Improved 3Kg+ non-document delivery and provided pickup facilities for franchisees.
Conceptualized and initiated the project, including data gathering and analysis.
Created an Uber-style pickup model, set up a control tower, and aligned teams.
Developed pickup rate matrix, process setup, and executed ground-level planning.
Achievements: Improved pickup services and increased revenue.
Achieved 18%-20% growth in volume, with a focus on non-document business.

• Developed and Implemented Core Banking Solutions for International and Domestic clients including State Bank of India India), B.I.N Bank (Russia) and Financial Network Services (Australia), Designed and Developed SDV (Safety deposit vault), Ongoing testing of GBSS (Govt
• Business software solution, Direct Reportees to Delivery Head at TCS Successfully managed time-critical client projects and lead key activities including Project billing, Project Coordination, Project scheduling, Project detail study, Planning and Execution