Lead - Site Operations

Job description

1. Role Purpose The Manager Warehouse Operations isresponsible for day-to-day execution and control of warehouse processescovering inward, outward, B2C dispatch, RTO / B2B returns, inventory control,discrepancy handling, records, and daily reporting. The role will ensure process adherence todocumented SOPs, turnaround-time commitments, documentation compliance, CCTVcontrol points, handling quality, and productivity standards across domestic,STO, import, e-commerce, q-commerce, and offline operations. The incumbent will lead shift teams todeliver accurate receiving, putaway, picking, packing, dispatch,reconciliation, and return processing while maintaining safety, inventoryintegrity, and service reliability. 2. Key Responsibilities **2.1 Inward Operations Management** Manage vehicle reporting, gateentry, document verification, dock allocation, unloading, staging, PODhandling, QC checks, GRN creation/approval, and putaway as per defined SOP. Ensure quantity verification,barcode / MRP validation, master carton verification, and CCTV-controlledchecks for critical and high-value items. Drive adherence to inward TATcommitments, including same-day GRN completion for vehicles reported up to 3:00PM and GRN completion within 24 hours for vehicles reported after 3:00 PM. **2.2 Outward, Dispatch, and Loading Operations** Manage order review, picklistcreation, accurate picking, staging, packing, final scan, invoicingcoordination, shipment manifestation, loading, and handover to transporters /courier partners. Ensure complete documentationbefore dispatch, including delivery note, invoice, LR, manifest, andplatform-specific requirements. Enforce loading and stagingnorms, safe handling practices, heavy-item placement, stacking discipline, andreadiness before scheduled appointments. **2.3 B2C Order Fulfilment** Own B2C execution from orderreceipt and verification through picking, packing, labelling, manifestcreation, segregation by courier, and handover confirmation. Ensure same-day packing andmanifest generation for applicable channels by 12:00 PM and timely processingof Amazon DF orders received by 2:00 PM as per operational commitments. Maintain strict accuracy inSKU, quantity, order documentation, and shipping label application. **2.4 Platform-Specific Packing and Label Compliance** Ensure packing, labelling, andpacking list compliance for Amazon, Amazon FBA 3P, Flipkart, Flipkart FBF,Blinkit, Swiggy, BigBasket, Zepto, Myntra, D-Mart, and other offline channels. Verify that all stickers, boxIDs, invoice references, barcodes, addresses, and channel-specific formats arecorrectly applied and scannable prior to dispatch. Control channel-wise packagingquality, packing slip accuracy, and custom box usage in line with master cartonand platform norms. **2.5 Returns, RTO, and B2B Return Operations** Manage receiving, opening underCCTV, inspection, segregation, QC, system update, putaway, and daily reportingfor RTO and B2B return flows. Ensure proper classification ofgood stock, damaged, defective, short, excess, wrong-item, and non-sellableinventory along with supporting photographs / records where required. Drive compliance to returnprocessing TATs, including closure of RTO and B2B returns within 48 hours ofreceipt and same-day documentation / system updates where applicable. **2.6 Inventory Control and Reconciliation** Manage cycle counts, binconsolidation, inventory reconciliation, stock ageing reviews, and damaged /defective stock handling across warehouse locations. Ensure physical count versusERP comparison, discrepancy investigation, system correction, locationaccuracy, and segregation of non-saleable inventory. Maintain strong inventorydiscipline across SPR, block, shelf, LSS, bin, and fast-moving storage areas. **2.7 Discrepancy Handling, RCA, and Control Governance** Lead same-day investigation andclosure of operational discrepancies through valid RCA supported by dispatchrecords, CCTV footage, and related operational evidence. Escalate and communicateoperational issues promptly to internal stakeholders for timely resolution andclaim closure. Drive adherence to controlpoints such as no unloading without document verification, no GRN withoutphysical verification, and no shipment release without complete documents andmanifestation. **2.8 Reporting, Productivity, and Team Supervision** Supervise daily reportingacross inbound, outbound, B2C dispatch, pending orders, productivity, putaway,cycle counts, discrepancy logs, and damage / liquidation reports. Track labor productivity, shiftexecution, pending workload, and TAT performance to ensure all reports areshared daily by end of day. Lead supervisors, associates,and contract workforce across shifts with focus on manpower deployment,adherence, discipline, training, and performance improvement. **2.9 Safety, Surveillance, and Compliance** Ensure warehouse operations areperformed under safe handling conditions with compliance to dock, loading,scanning, and material movement practices. Maintain CCTV coverage for allinward and outward activities including packing, scanning, loading, unloading,and return opening processes. Ensure footage retention,document control, and audit readiness in accordance with warehouse compliancerequirements. 3. Key Performance Indicators (KPIs) Inbound GRN TAT compliance andreceiving accuracy Picking accuracy, packingaccuracy, and dispatch readiness Manifest accuracy,documentation compliance, and shipment handover timeliness B2C dispatch TAT and courierhandover adherence RTO / B2B return processing TATand grading accuracy Inventory accuracy, cycle countclosure, and bin/location accuracy Discrepancy closure TAT and RCAquality Damage rate, shrinkage control,and handling quality Daily productivity performanceand end-of-day reporting compliance Safety, CCTV complianc