Senior Manager - Operations

Mahindra Logistics Ltd; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Mahindra Logistics Ltd in Gurugram seeks a Senior Manager Operations to lead client escalations, drive process improvements, and ensure service quality across fulfillment and supply chain functions.

You will partner with Sales and Operations, monitor KPIs, support onboarding of new business, manage procurement and vendor coordination, and build strong client relationships through governance and data-driven reviews.

Qualifications

• Experience in operations and supply chain management.
• Proven ability to manage client escalations and drive corrective actions.
• Strong analytical and communication skills with data-driven mindset.
• Ability to lead cross-functional initiatives and onboarding of new business.

Responsibilities

• Own client escalations, ensuring timely resolution, RCA, and corrective/preventive actions.
• Drive process improvement, SOP implementation, service-level enhancement, and operational efficiency.
• Partner with Sales and Operations teams to support new client/business onboarding and scalable operating models.
• Provide strategic support to fulfillment, warehouse, inventory, inbound, outbound, and transportation operations.
• Monitor operational KPIs, SLAs, TAT, and service performance and drive corrective actions.
• Support procurement, vendor coordination, cost optimization, and resource planning.
• Lead cross-functional initiatives and ensure operational continuity during peak periods/crises.
• Build strong client relationships through governance, communication, and performance reviews.
• Use data, MIS, and dashboards to identify trends, gaps, and improvement opportunities.

Skills

Client Escalation

Operations Leadership

Process Improvement

Stakeholder Mgmt

New Business Onboarding

Procurement Vendor Mgmt

KPI / SLA / MIS

Analytical Thinking

Job description

Senior Manager Operations

Experience: 812 years | Function: Operations / Supply Chain

Role Overview

Lead operational excellence, client escalation management, business solutions, and process improvement initiatives across fulfillment and supply chain operations. Drive service quality, operational efficiency, and successful onboarding of new business.

Key Responsibilities

• Own client escalations, ensuring timely resolution, RCA, and corrective/preventive actions.
• Drive process improvement, SOP implementation, service-level enhancement, and operational efficiency.
• Partner with Sales and Operations teams to support new client/business onboarding and scalable operating models.
• Provide strategic support to fulfillment, warehouse, inventory, inbound, outbound, and transportation operations.
• Monitor operational KPIs, SLAs, TAT, and service performance and drive corrective actions.
• Support procurement, vendor coordination, cost optimization, and resource planning.
• Lead cross-functional initiatives and ensure operational continuity during peak periods/crises.
• Build strong client relationships through effective governance, communication, and performance reviews.
• Use data, MIS, and dashboards to identify trends, gaps, and improvement opportunities.

Key Skills

• Client Escalation Management
• Supply Chain / Warehouse / Fulfillment Operations
• Process Improvement RCA
• Stakeholder Cross-functional Management
• Business Solutions New Business Onboarding
• Procurement Vendor Management
• KPI / SLA / MIS Management
• Strong analytical, communication, and decision-making skills

Preferred Experience

• 812 years in Operations, Supply Chain, Client Management, or Business Solutions.
• Experience in B2B/B2C Grocery, E-commerce, Warehouse, Fulfillment, or Logistics preferred.
• Strong exposure to client servicing and escalation management.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.