Sourav Majumdar
Bangalore
Summary
Accomplished Operation Manager with more than 11 years of experience optimizing delivery operations across four companies. Established proficiency in Strategic Planning, Reducing costs, Enhancing delivery efficiency, and Improving Customer Satisfaction. Skilled in vendor management, process optimization, and data-driven decision-making to meet key performance indicators KPIs.
Overview
13
13
years of professional experience
Work History
Operation Manager
Swiggy-Instamart
06.2025 - Current
- Managed KPIs such as Speed, Login Hours Drop, On Time Delivery, and SLA adherence across assigned stores.
- Achieved Speed >6 orders/hr and LH Drop ≤ -10% during BAU and surge hours.
- Ensured DE Login Adherence > 95% and Attendance Compliance > 98%.
- Managed KPIs such as Speed, LH Drop, OTD, and SLA adherence across assigned stores
- Achieved Speed
- Conducted weekly performance reviews to drive improvement in under performing stores.
- Oversaw 27 PODs with 9 Fleet coaches and more than 2000 Delivery Executives.
- Coordinated with CIEL HR and other partners for DE hiring, retention, and replacement to maintain manpower levels.
- Reduces attrition rate by creating engagement activities and incentive plans for DEX
- Controlled Cost per Order (CPO) by optimizing shift structures and reducing idle logins.
- Supported surge planning to minimize top-up dependency and manage cost efficiency.
- Conducted daily POD audits and field checks to ensure process adherence.
- Partnered with central planning, city operations, and ground teams to maintain smooth operations during festivals, strikes, and peak days.
- Managed incident resolution (e.g., strikes, outages) ensuring minimum customer impact.
Operation Manager
Xhipment (Logistic Partner Amazon)
10.2024 - 04.2025
- Overseeing daily freight forwarding operations and ensuring on-time delivery of over 500 shipments per month across multiple international routes(IND US, UK US,DE US,US UK,US CA
- Negotiated contracts and rates with 10+ global carriers, achieving a 5 6% reduction in shipping costs and improving overall profit margins .
- Implemented process improvements that reduced delivery delays by 7 10%, enhancing customer satisfaction and retention for key accounts.
- Optimized shipping routes and vendor relationships, reducing transit time by 10% and increasing operational efficiency .
- Coordinated with cross-functional teams to ensure smooth handling of over 500+ monthly shipments, achieving an overall 95% on-time delivery performance.
- Developed and delivered training programs for junior staff, resulting improvement in team productivity and accuracy in shipment documentation.
- Developing and updating SOPs, along with conducting root cause analysis RCA , enhances process efficiency and effectiveness
- Streamlined processes by developing problem-solving strategies, resulting increase in customer satisfaction scores over one year.
Deputy Manager
Furlenco
06.2021 - 01.2024
- Successfully managed last-mile operations for 500+ daily deliveries and pick-ups, achieving a 98% on-time delivery rate. Total fleet handled everyday- 50 55 in Bangalore , 10 15 in Hyderabad ,5 10 Chennai ,5 10 in Kolkata, 2 3 in Mysore.
- Hiring Delivery executives (blue collar on large scale), onboarding, and training processes for Delivery Executives, implementing streamlined SOPs to ensure efficient operations and meet business metrics(onboarding & training SOP , while managing end-to-end solutions .
- Utilized experience in strategic planning to reduce delivery costs by 15%, improve operational performance efficiency by 20%, and enhance customer service through optimized logistics operations.
- Implemented logistics strategy, reducing order processing times & improving delivery issues by 25%.
- Transformed logistics operations, reducing transportation delays by 25% and enhancing cost control .
- Conducted analysis of logistics processes, implementing route optimization and managing contract , resulting in a 20% reduction in transportation costs and 15% overall logistics spend reduction
- Enhanced cross-functional collaboration, reducing lead times , enhancing order accuracy , and decreasing supply chain costs .
- Overhauled inventory management, slashing discrepancies by 30% .
- Implemented route optimization software, reducing average delivery times by 15% and improving on-time delivery rates to 98%.
- Streamlined staff management with a structured training program, enhancing service quality .
- Enhanced customer satisfaction ratings through the introduction of Process Improvement measures, resulting decrease in customer complaints.
Assistant Manager
Assistant Manager
05.2018 - 05.2021
- Achieved a 10% reduction in delivery time by restructuring last-mile processes and adopting new technologies.
- Leading teams of 100+ delivery personnel, improving on-time delivery rate to 95%.
- Streamlined operations by cost optimization, boosted 3PL coordination and inventory accuracy by 30%.
- Transformed warehouse layout, reducing inventory errors and increasing picking accuracy by 25%. Streamlined delivery routes, cutting transportation costs by 10% and improving delivery times by 15%.
- Led logistics overhaul, boosting delivery efficiency by 25% and cutting delays . Enhanced team productivity , elevating customer satisfaction .
- Developed and implemented a high-performance culture strategy that resulted in a 30% increase in employee engagement .
- Achieved a 25% reduction in package damage rates and improvement in on-time delivery performance by streamlining SOPs and introducing quality control checks.
- Developed and implement solutions to streamline processes, resulting in reduction in response time.
- Maintained effective KPI ownership, ensuring improvement in operational efficiency through streamlined processes and resource optimization.
Senior Associate
Senior Associate
03.2016 - 04.2018
- Enhanced data analytics in logistics, cutting costs and boosting delivery processes efficiency by 25%.
- Improved customer satisfaction ratings by implementing a new customer service strategy and solutions that addressed customer complaints.
- Led a leadership role in cross-functional team to enhance process efficiency, achieving 20% increase in productivity.
- Trained and supervised a team of 30+ drivers, ensuring adherence to safety and delivery standards.
- Improved delivery routes, reducing fuel consumption by 10%.
- Utilized strong Problem Solving skills to resolve critical supply chain issue, resulting increase in customer satisfaction ratings.
- Improved customer satisfaction ratings through the development and implementation of customer-centric solutions, leveraging interpersonal and communication skills to address customer concerns.
Senior Executive
Indiamart
05.2014 - 05.2015
- Engineered and executed growth strategies that expanded IndiaMART’s market presence by 25%, substantially increasing new client acquisitions and revenue.
- Developed and nurtured key client relationships, leading to a 35% increase in long-term contracts and a 15% improvement in customer retention rates.
- Boosted seller performance , enhancing listings accuracy by 20% and reducing order delays by 15%.
- Achieved 25% revenue growth in professional services by strengthening client relations and executing strategic initiatives.
Senior Executive
Prione Amazon
06.2015 - 02.2015
- Managed relationships with over 100 third-party sellers, driving a 20% increase in sales by optimizing product listings, pricing strategies, and promotional campaigns.
- Collaborated with cross-functional teams to streamline seller onboarding, reducing setup time by 30% and improving seller satisfaction ratings
- Analyzed seller performance metrics, identifying key improvement areas that resulted in a 15% increase in fulfillment efficiency and a 10% reduction in order cancellations.
- Implemented data-driven vendor management practices, enhancing seller compliance with Amazon's guidelines and reducing policy violations by 18%.
Business Development Executive
Axis Bank
01.2013 - 05.2014
- Drove a 30% increase in EDC machine adoption by identifying and targeting key market segments, resulting in enhanced revenue streams and expanded customer base.
- Enhanced the use of analytical skills to analyze customer feedback forms, identifying areas for improvement and implementing changes that resulted in 20% customer retention rate.
- Developed and implemented strategic sales initiatives that boosted EDC machine sales by 25%, leveraging data-driven insights and market analysis.
- Cultivated and managed relationships with retail and corporate clients, achieving a 20% increase in EDC machine installations and a 15% improvement in customer satisfaction.
- Led successful product demonstrations and training sessions, resulting in a 40% increase in customer engagement and a 10% reduction in onboarding time for EDC machines.
Education
MBA - Marketing
Institute Of Management Study
Kolkata01.2012
B.COM - undefined
Calcutta University
Kolkata01.2009
Skills
- Strategic and Operational Planning
- Process Optimization
- Delivery Management
- Daily Operations management
- Logistic management
- Route Planning
- Data Analysis
- E-commerce Operations
- Fleet Management
- Inventory Management
- Leadership and Customer Experience Skills
- Customer Support
- Team Management Skill
- SLA Adherence and KPI Analysis
- Team Leadership & Training
- Stakeholder Management
- Quality Control
- Cross-Functional Collaboration
- Customer Experience
Timeline
Operation Manager
Swiggy-Instamart
06.2025 - Current
Operation Manager
Xhipment (Logistic Partner Amazon)
10.2024 - 04.2025
Deputy Manager
Furlenco
06.2021 - 01.2024
Assistant Manager
Assistant Manager
05.2018 - 05.2021
Senior Associate
Senior Associate
03.2016 - 04.2018
Senior Executive
Prione Amazon
06.2015 - 02.2015
Senior Executive
Indiamart
05.2014 - 05.2015
Business Development Executive
Axis Bank
01.2013 - 05.2014
B.COM - undefined
Calcutta University
MBA - Marketing
Institute Of Management Study