VARUN KUMAR

Lead North India operations for Acko Drive Service Centers, driving operational excellence, franchise expansion, profitability, customer experience, and business growth across multiple service centers.

• Own the complete regional P&L, ensuring sustainable profitability, operational efficiency, and business growth across North India.
• Lead end-to-end franchise operations across multiple locations with accountability for productivity, quality, customer satisfaction (NPS), SLA adherence, repair turnaround time (TAT), and financial performance.
• Successfully established and operationalized two greenfield Acko Drive Service Centers (Gurgaon & Badarpur), managing infrastructure setup, hiring, SOP implementation, and business ramp-up.
• Turned around the Patparganj Service Center from a loss-making operation into a profitable business through process optimization, governance, capacity utilization, and cost control.
• Standardized operating procedures, quality audits, productivity frameworks, and governance mechanisms, enhancing service consistency across all centers.
• Partnered with Product, Technology, Claims, Supply Chain, Procurement, Finance, and Customer Experience teams to automate workflows, streamline repair TAT, and elevate customer satisfaction.
• Strengthen relationships with franchise partners, OEMs, workshops, logistics providers, and spare parts suppliers to improve operational performance and service quality.
• Design executive dashboards and KPI reviews to monitor EDD adherence, repair TAT, productivity, capacity utilization, franchise profitability, SLA compliance, and customer experience.
• Lead and mentor cross-functional regional teams including Operations Managers, Service Advisors, Claim Handlers, Parts Managers, and Franchise Partners to drive performance and accountability.
• Drove strategic initiatives that enhanced operational scalability, governance, demand planning, procurement coordination, and continuous business improvement.

• Successfully launched 2 greenfield Acko Drive Service Centers within the first year, delivering operational readiness and profitable growth.
• Revived the Patparganj ADSC into a profitable operation through operational restructuring, governance, and performance management.
• Designed and implemented the North India EDD Governance Framework, significantly improving repair tracking, customer communication, and SLA compliance.
• Built automated operational dashboards that enabled data-driven decisions across demand forecasting, productivity, repair TAT, profitability, and service quality.
• Improved collaboration across Operations, Claims, Product, Technology, Procurement, and Supply Chain teams, reducing operational bottlenecks and enhancing customer experience.
• Led multiple cost optimization and operational excellence initiatives, improving franchise profitability, service quality, and business scalability across North India.

• Spearheaded transportation operations across North India, ensuring timely first-mile and last-mile delivery.
• Increased on-time delivery rate to 94% via route optimization and performance-based vendor selection.
• Achieved 12% reduction in transit delays through implementation of real-time tracking and SLA monitoring.
• Managed team of over 40 and coordinated with 20+ 3PL partners to improve delivery efficiency.
• Oversaw freight negotiations yielding 10% cost savings while maintaining service quality.
• Collaborated with data and product teams to create transport dashboards and KPI trackers for performance monitoring.

• Directed city-wide operations, managing over 50 professionals to improve operational efficiency by 10%.
• Managed P&L, increasing revenue by 10% while reducing operational costs by 15%, achieving 30% GM.
• Streamlined accidental vehicle insurance processes, decreasing claim processing time by 30%.
• Established and nurtured relationships with 10+ vendors, negotiating contracts that achieved 10% cost reduction.
• Implemented advanced data analytics for KPI monitoring, driving continuous improvement initiatives.
• Resolved 98% of customer escalations, contributing to an 80% NPS in customer satisfaction ratings.

• Directed first mile and last mile logistics for over 5,000+ daily shipments, reducing delivery times by 25%.
• Led NDR and RTO projects, increasing delivery success rates by 15%.
• Utilized SQL and database tools to analyze logistics data, enhancing operational workflows and cutting costs by 20%.
• Managed cross-border trade operations, enhancing global supply chain efficiency.
• Executed reconciliation and vendor management, reducing financial discrepancies by 20%.

• Implemented NDR validation processes, resulting in a 20% reduction in delivery failures.
• Conducted daily performance reviews and generated MIS reports to identify process optimization opportunities.
• Maintained relationships with courier partners, achieving 98% on-time delivery for over 2,000+ daily shipments.
• Resolved logistics-related complaints to improve service quality and streamline reverse logistics management.

• Optimized route planning, reducing delivery times and cutting operational costs by 15%.
• Achieved zero-loss record for inbound and outbound shipments, ensuring operational reliability.
• Promoted customer-centric culture, leading to 20% improvement in customer service ratings.
• Developed daily MIS reports for senior management, facilitating data-driven decision-making.

• Coordinated with overseas offices, achieving 25% reduction in operational turnaround times.
• Utilized advanced Excel skills for data analysis and reporting, supporting informed decision-making.
• Generated monthly, weekly, and daily reports, delivering actionable insights to senior management.
• Maintained comprehensive MIS reports, improving operational transparency in client communications.

• Streamlined customer care operations, ensuring compliance with import/export documentation to enhance operational reliability. Managed inventory of packaging materials, updating MIS for accurate tracking to support timely deliveries. Developed and executed delivery plans for both domestic and international shipments. Cultivated strong client relationships through effective communication and problem resolution, fostering client loyalty.
• Completed day-to-day duties accurately and efficiently.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.