PONNAPPA M M

● Monitoring 8 delivery branches end-to-end to operations, ensuring smooth functioning operations at Last Mile Delivery centers for B2C, B2B & Large shipments.

● Monitoring total operations (both Inbound & Outbound), including CRM, cash booking, pick-up and all other activities that are to be undertaken in all branches in the area.

● Maintaining good working relationship with HR, finance & administration departments.

● Understanding the market forces, dynamics and focus on improving area performance.

● Ensuring submission of Proof of Delivery (POD) by the team on a daily basis as per defined timelines.

● Ensuring that material packing is done correctly without any defects by the team across all branches.

● Monitoring international booking & forwarding with appropriate checks across all branches in the area.

● Ensuring quick delivery of load from airport hub to branch / apex location by the team.

● Ensuring 100% FDM / BDM / status code on system and also on floor across all branches.

● Ensuring same day delivery of E-commerce shipments & deposit of COD amount with CDS in respective area.

● Ensuring special care in case of PTP consignments and deliver as per TAT in respective area.

● Responsible for overall first, middle and last mile activity on ground, including RVP, portal pickups, connecting load to apex as per TAT and direct connection to airports across all branches in the area.

● Responsible for performance, DEPS control, BA billing, quality control for the respective area.

● Facilitate training programs for team on a regular basis on topics pertaining to operations excellence.

● Conducting periodic project reviews with the team and provide direction / guidance as required.

● Engaging with all team members on their performance feedback & development on an ongoing basis.

● Monitoring P&L and maintaining the MIS data on monthly basis.

● Responsible for Pan Bangalore last mile delivery operations.

● Leading end-to-end to operations of all delivery branches, ensuring smooth functioning operations at Last Mile Delivery centers for pan Bangalore D2C, B2C, B2B & Large shipments.
● Handling 20 delivery centers with the team size of 500 to 600 bikers.
● Responsible to arrange maximum deliveries within TAT. Also, decreasing aging of the shipments.
● Monitoring the NDR/RTO and finding solutions for reducing monthly NDR & RTO %.
● Need to minimize the TAT failure and plan strategies accordingly.
● Planning & building network, executing Last mile operations, proposals and sales contracts.
● Constructing Strategy for regions to improve the operations scorecard. Evaluate and reduce operations cost.
● Monitoring and auditing of daily, weekly & monthly performance reports to ensure smooth execution of operations.
● Overseeing the hiring & training of new team members and support their development. Conduct Weekly, Monthly & quarterly review of KPIs.
● Collect, track, & present metrics related to processes, team accuracy and efficiency, and drive improvements in efficiency, throughput and cost across the organization.
● Tracking & maintaining data for daily shipments.
● Onboarding new vendors as per company policy and COBC policy.
● Analysis of Operational Reports for its region/delivery centers & coordinating with team.
● Monitoring delivery CPS, P&L and maintaining the MIS data on weekly and monthly basis.
● Managing phone calls/emails & responding promptly to managers queries.
● Handling customer escalation and important Queries and email closer on the same day.

Handling First Mile and Last Mile Delivery Operations of FMCG shipments.
Ensuring delivery efficiency of 100% from each delivery centers every day.
Handling team size of 100-150 employees.
Handling 6 delivery center’s with 12000 orders for daily operations.
Leading a very large fleet of delivery executives across areas through a 4 tier team of managers and team leads (TLs) and warrant an efficient and healthy work environment.
Route planning & route mapping for Delivery Executives to optimization number of Delivery Executives required for daily operations.
Monitoring MIS on daily productivity reports & operations reports of each delivery centers.
Monitoring profit & loss report for each delivery centers on monthly basis which is under my preview.
Maintaining end to end MIS report of delivery performance, Fuel Expenses, Total Operations expenses for each delivery centers.
Closely monitoring the customer quires and complaints on their orders. And resolving the customer quires and complaints on same day.
Managing the on boarding and training activities for TLs and Delivery Executives and ensure that they follow the required guidelines while performing different tasks.
Ensuring prompt responses to queries /concerns raised by the TLs and Delivery Executives thereby clearing doubts/ apprehensions if any.
Monitoring the performance metrics of different reporting teams and taking necessary actions to improve the same.
Tracking the delivery executives and bikers through GPS and maintaining MIS report on daily, weekly & monthly and sending the report to management on daily basis.
Being the first point of contact for all bikers for any operational issue and official issue.
Monitoring on stationary usage and improvement in terms of minimizing wastage.
Ensuring adherence to the service level agreements as informed to the customer.
Working towards continuous improvement for serving all customers within the stated service delivery times across the city.
Identifying individual training needs and providing training to them.
Control of mobile updating in delivery and pending status.

Handling Last Mile Surface Operation of Delivery OU 7500 sqft.
Handling transport line haul vehicles and tracking the vehicles through GPS.
Daily handling 800+ forward shipments, 500 fresh pickup and reverse pickup shipments assigning to FE.
Daily handling 60+ employees train and develop teammates for career progression.
Responsible for the overall safety, quality, performance and customer experience of the region.
Responsible for COD – Cash Collection and Accounting and MIS report on daily basis.
Follow ups for deliveries and Ensuring the Shipments are delivered to End customer on time.
Preparing MIS on day to day basis and Monthly Basis.
Bill passing for Vehicle Vendors.
Daily stock taking ( 100 % )
Assigning route wise pickup and delivery.
Follow-up SDA and necessary action on Return orders.
Ensure FIFO method is put in place.
Conduct minute of meeting for SDA’s
Ensure that 100% updated locations are maintained in MS Excel Master List.

● Handling escalation calls.
● Call auditing and sharing feedback to the customer support agents.
● Sharing daily report to the management.