Senior Operations Executive

Job description

**Roles and Responsibilities:** **Seller Performance Management** - Track and maintain performance metrics such as overall conversion rates and promised delivery date (PDD) performance weekly. - Monitorseller-wise performance against predefined targets. - Identify trends, gaps, and areas for improvement in seller performance and recommend actionable solutions. - Stay updated on best practices in performance monitoring and analytics to drive continuous improvement. - Collaborate with internal teams to define and update seller-specific performance targets. **Performance Analytics & Reporting** - Prepare detailed performance reports, highlighting key insights and actionable recommendations. - Continuously track progress toward these targets and provide regular updates to stakeholders. **Operational Process Improvement** - Identify and resolve operational bottlenecks impacting order processing, dispatch, and delivery. - Collaborate with internal teams to optimize workflows **Consultative Seller Engagement** - Conduct performance review meetings with sellers to discuss growth opportunities and operational efficiency. - Provide guidance on courier selection, route optimisation & other operational support. **Relationship Management** - Serve as the primary point of contact for assigned sellers to address queries and escalations. - Build long-term, trust-based relationships to improve seller retention and loyalty. **Requirements:** **• Operational Excellence:** Proven ability to manage and resolve NDR cases efficiently while maintaining accurate records and documentation. **• Analytical Skills:** Proficiency in analyzing performance metrics and identifying trends or areas for improvement. • **Communication Skills:** Strong ability to coordinate and follow up with multiple stakeholders, including KAMs and courier POCs. **• Attention to Detail:** Highly organized with the ability to ensure timely and accurate reporting and tracking. **• Proactivity:** Ability to identify and flag operational challenges proactively and suggest actionable solutions.