NIRAJ KUMAR
Cluster Operation Manager
Ranchi,JH
Summary
Possessing nearly 13 years of experience in Operations Management, focusing on enhancing business plans, streamlining day-to-day activities, and leading teams across various industries Driving annual planning and initiatives, managing business unit P&L, and achieving goals and objectives for revenue and profitability Established effective goals, targets, and policies that would benefit the organization and increase revenue; worked with departmental heads to outline procedures that would meet growth objectives Implementing department wide policies, allocating department resources, giving constructive feedback to employees, and collaborating with other departments Excellence in driving integrated operations management along with workforce planning, skill management, training & development with key focus on accomplishing top and bottom-line profitability Keen customer-centric approach with skills in determining gaps and implementing new operations & process; built innovative and practical solutions to drive large organizational changes Developing high quality business strategies and plans, ensuring their alignment with short-term and long-term objectives Leading and motivating subordinates to advance employee engagement, developing a high performing managerial team
Overview
11
11
years of professional experience
1
1
Certification
2
2
Languages
Work History
Cluster Operations Manager
Swiggy Instamart
05.2025 - Current
- Responsible for 9 stores in Bihar, Patna, and Muzaffarpur.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
Area Manager of Operations
INSTAKART SERVICES PRIVATE LTD.
03.2024 - 05.2025
- Led a team of professionals, fostering a collaborative environment to achieve company goals.
- Monitored daily operations closely, proactively addressing any potential issues before they escalated into larger problems.
- Implemented safety protocols to maintain a secure work environment for employees and customers.
Assistant Manager
Cogos Technologies
08.2023 - 03.2024
- Supervised day-to-day operations to meet performance, and customer service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with team, and vendors fostering a positive work environment.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Unit Head
Black Buck
02.2022 - 11.2022
- Managed FTL operations in Bihar and Jharkhand, ensuring the overall P&L of the cluster, and maintained strong relationships with existing customers to increase the share of business
- Explored new leads for business expansion, maintained excellent relations with supply partners, controlled and recovered company debits from customers and suppliers, and managed discrepancies with payments
- Ensured timely placement of vehicles, resolved operational challenges, and coordinated replacement vehicles in case of accidents
- Successfully started a new business in Durgapur, achieving a revenue milestone of 5 lakhs within 2 months
- Won new lanes and clusters after auction closures, contributing to business growth and expansion
Manager Home Delivery
Namastey India Food Pvt. Ltd.
02.2021 - 02.2022
- Led home delivery and retail operations in Kanpur, Lucknow, and Ghaziabad, managed a team of 7 managers, and ensured smooth operations on the ground
- Conducted regular meetings to track progress, find solutions for any issues, planned and executed sales and operations strategies during festivals, and conducted audits of retail stores to ensure adherence to SOPs
- Organized marketing and sales activities to increase sales, provided training for Retail Teams and delivery boys, and coordinated with Customer Care to manage escalations
- Successfully launched new retail stores in IIT Kanpur and Chakeri AFS, contributing to business expansion and increased revenue
Zonal Head
NINJACART
06.2020 - 10.2020
- Managed 5 warehouses for last-mile delivery, middle mile delivery, DC operations, and early morning operations, and directed a team of 5 area managers and vendors for off-role staff
- Utilized coordination and planning skills to achieve results according to schedule, ensured compliance with standards, policies, and regulatory guidelines, and delivered products to customer locations within specific time frames
- Managed quality assurance program, including on-site evaluations and internal audits, developed sourcing strategies, and designed training modules for employee retention
Area Manager
Swiggy
03.2015 - 05.2020
- Managed operations in Gurgaon, Delhi, Kolkata, Bihar, and Jharkhand; assisted the top management in developing operations strategies, improving systems, processes and policies to support management reporting and business metrics
- Directed a team of managers, ensuring customer and driver satisfaction, developed sourcing and onboarding strategies, and conducted interviews
- Created SOPs for hiring, FM/Senior FM, and team functioning, screening, and conducted interviews for FMs, AFMs, and Area Managers
- Successfully launched operations in Ranchi, Dhanbad, Bokaro, Hazaribagh, and Patna, contributing to business growth and expansion
Education
MBA - Logistics and Supply Chain Management
NMIMS
03.2026
Bachelor of Science - IT
Sikkim Manipal University
01-2006
Skills
Supply Chain Management
Staff Management
Profit and Loss Management
Process Improvement
Project Planning and Development
Business Management and Growth
Certification
NCC 'C' Certificate
Extra-Curricular Activities
Secured positions in state-level Shooting Competition Secured positions in national-level Ball Badminton Championship
Personal Information
Notableaccomplishments
- Swiggy Star for Durga Puja Operations Planning and Execution
- Customer Champion Award in Dell and IBM
- All-Rounder Award in American Express
- On The Spot Award for best customer service in IBM
Timeline
Cluster Operations Manager
Swiggy Instamart
05.2025 - Current
Area Manager of Operations
INSTAKART SERVICES PRIVATE LTD.
03.2024 - 05.2025
Assistant Manager
Cogos Technologies
08.2023 - 03.2024
Unit Head
Black Buck
02.2022 - 11.2022
Manager Home Delivery
Namastey India Food Pvt. Ltd.
02.2021 - 02.2022
Zonal Head
NINJACART
06.2020 - 10.2020
Area Manager
Swiggy
03.2015 - 05.2020
Bachelor of Science - IT
Sikkim Manipal University
MBA - Logistics and Supply Chain Management
NMIMS