SOURAV KUMAR
Delhi
Summary
Results-driven Operations Lead with a strong foundation in logistics and supply chain management. Optimised Last Mile Delivery costs and enhanced capacity utilisation through strategic negotiation and proactive workforce management. Drives continuous improvement initiatives, ensuring operational sustainability and compliance across multiple functions.
Overview
8
8
years of professional experience
Work History
Operations Lead
Flipkart India Pvt. Ltd.
Haryana
08.2025 - Current
- Managing Inbound fresh load capacity 600000/ Day & Returns Volume 32k.
• Drive P2PC and dock-to-stock efficiency (H-4 Putaway | H-2 System Availability) to accelerate order availability.
• Partner with central planning and cross-functional teams to align forecasted volumes with site capacity, reallocating
manpower proactively. Supervising 5 executives managing 250+ FTC, optimizing workforce productivity.
• Drive continuous improvement initiatives using root cause analysis (RCA) and structured problem-solving to
eliminate recurring bottlenecks and improve inbound stability.
• Strengthen governance through SOP standardization, compliance audits, and cross-functional stakeholder alignment
to ensure scalable and sustainable operations.
• Develop executive MIS dashboards providing end-to-end KPI visibility, trend analysis, and decision support.
Associate
Shipway Technologies Pvt Ltd.
Gurgaon
09.2024 - 04.2025
- Proficiently manage end-to-end logistics operations for four prominent courier services, including DTDC Express and Delhivery Logistics, handling a monthly shipment volume of 100,000 units with precision and expertise.
- Consistently communicate and update overall pendency to all managed courier services, ensuring transparent and proactive coordination for timely resolution.
- Initiate and lead monthly performance review meetings with courier partners, facilitating open communication to enhance operational effectiveness and address any concerns promptly.
- Efficiently manage Freshdesk tickets, actively coordinating with courier services to address and resolve escalations within the stipulated turnaround time, ensuring a seamless customer experience.
- Diligently monitor and manage shipments to prevent breaches of Expected Delivery Dates, ensuring a commitment to timely and reliable delivery standards.
- Proactively manage Non-Delivery Report (NDR) conversion rates to maintain optimal levels, ensuring effective strategies and interventions to uphold delivery success.
- Consistently drive courier collaboration to elevate First Attempt Delivery (FAD- FAC) performance, strategically reducing Non-Delivery Report (NDR) instances for enhanced operational efficiency.
- Effectively manage and resolve cases of damaged shipments and incorrect product deliveries to sellers by coordinating with couriers, initiating Credit Note (CN) processes, and ensuring timely closure within established Turnaround Time (TAT).
- Diligently pursue resolution of lost cases with couriers, emphasizing a structured follow-up process to efficiently address issues, recover losses, and facilitate Credit Note (CN) procedures when applicable.
E-Commerce Executive
Iconic Fashion Retailing Pvt. Ltd.
Gurgaon
03.2024 - 08.2024
- Iconic Website end-to-end Order Processing
- Website Order sales and returns management
- Making visualised Dashboards & Reports on the basis of Order sales and Returns
- Daily basis reports for the pendency at Store level and monthly projection for the order packaging material required at the stores using Excel.
- Warehouse & Stores Forward Order Processing Management
- Dealing with Channel partners such as MYNTRA, AJIO, Tata Cliq Luxury, NYKAA, etc
- For the daily basis outwards from Warehouse & Stores
- Daily basis report of order pendency at warehouse level and monthly basis projection for the order packaging material required at the warehouse using Excel
- Dashboards and reports for monthly warehouse performance on the basis of order processing using Power BI
- Operations Management (PPMP & OMNI Operations)
Associate
LMA COSMOS DELHIVERY LTD
Delhi
09.2021 - 03.2024
- Reviewing all agent CPS and assigning values to each agent by taking into consideration several factors such as local rates, route type, distance, closures, type of shipment(Prepaid, COD, Client, BFSI), Differential CPS implementations across the network.
- Devising a clear cut BGV process for all DCs before first load is given Similarly, mobcast registration is to be made compulsory before ID activation and subsequent adherence to training completion by agent FEs within 3 days of on-boarding.
- Closures and FDDS - Improving LMA closures by 3% over 1 year.
- LM closures and FDDS to always be higher than regular FE closures Fortnightly Review of LMA partners with less than 50% closures and 70% FDDS.
- Building and maintaining 20% DC overall capacity as GIG buffer in Metro, and non-metro critical DCs.
- FE App compliance of 99.5% across regions throughout the year.
- EMD & Roasterning of LMA partners - enforcing discipline and tangibly measuring both metrics of EMD and roaster.
Team Lead/ASM
CITY MALL - Community Innovations Pvt Ltd
Delhi
03.2021 - 08.2021
- Meet preset customer goals through eCommerce sale maximization.
- Monitor and analyze revenue generation from website traffic information.
- Ensure compliance of all business activity to customer and industry standards.
- Managed channel promotion in coordination with sales marketing and distribution departments.
- Handling Business Development Team in ROHTAK AND JHAJJAR locality.
- Managing Community leader Acquisition.
Business Development Manager
ZIFFY HOMES
Delhi
06.2019 - 11.2020
- Primarily accountable for identifying and finalizing the properties for Ziffy Homes.
- Led a team of Area Supply Manager for managing the business development efforts across the assigned territory.
- Managed a portfolio of sellable room for revenue, sell-able inventory, operational expenses and guest experience to deliver a strong, top and bottom line.
- Identified and finalized properties to be part of Ziffy hotels.
- Generated leads and ensured closures of the same for different hotel categories maintaining and in line benchmarking Ziffy standards.
- The cross-functional approach through coordination with multiple teams (transformation, Stocks) across the organization.
- Proposed potential business deals, creating contracts, MOUs and ensured smooth re-dressal to any issue arriving pre and post signing property.
- Establishing direct contacts with OTAs and other Meta - channel partners to ensure that marketing activity and visibility of hotels gets highlighted effectively generating more revenue and footfall for the signed live properties under our banner.
- Ziffy Homes India Private Limited
Area Sales Manager
NESTAWAY
Delhi
01.2018 - 06.2019
- Looked after the entire operations including the profit and loss of the property and Move-in's and Move-out's.
- Responsible for new business development and operations.
- Led and motivated the team members and ensured accomplishment of the business target.
- End-to-end business development of the assigned area whereas accompanying and advising buyers on Suitability and values of firm.
- Engaged in exploring new sales opportunities and developing sales strategies to attract new clients.
- Monitored and analyzed the sales performance; reported the same to the higher management for better decision making.
- Responsible for creating a sustainable business with a clear & repeatable execution plan.
- Nestaway Technologies Pvt Ltd
Education
MBA - Business Administration - Marketing & IT
Army Institute of Management and Technology
07-2017
B.B.A - Bachelor of Business Administration
DR.B C Roy Engineering College
07-2015
Skills
- Cost Optimization
- Strategic Negotiation
- Team Leadership
- Management
- Capacity Planning & Forecast Alignment
- Stakeholder Governance
Timeline
Operations Lead
Flipkart India Pvt. Ltd.
08.2025 - Current
Associate
Shipway Technologies Pvt Ltd.
09.2024 - 04.2025
E-Commerce Executive
Iconic Fashion Retailing Pvt. Ltd.
03.2024 - 08.2024
Associate
LMA COSMOS DELHIVERY LTD
09.2021 - 03.2024
Team Lead/ASM
CITY MALL - Community Innovations Pvt Ltd
03.2021 - 08.2021
Business Development Manager
ZIFFY HOMES
06.2019 - 11.2020
Area Sales Manager
NESTAWAY
01.2018 - 06.2019
MBA - Business Administration - Marketing & IT
Army Institute of Management and Technology
B.B.A - Bachelor of Business Administration
DR.B C Roy Engineering College