Senior Manager - Operations

Job Description – Senior Manager – Operations Location: Surat Department: Operations Role: Senior Manager – Operations Key Responsibilities Lead end-to-end shift operations and ensure effective shift planning and execution against business targets. Own shift productivity, SLA, CPT and throughput performance and drive continuous improvement. Monitor CX CPT, Dock CPT, 3P CPT, TX CPT and NTBDR to ensure operational efficiency. Ensure adherence to SOP, process, quality, UPP, audit and safety standards across the floor. Drive RCA and corrective actions for operational misses, deviations and performance gaps. Ensure timely vehicle placement and fulfilment of customer requirements. Plan and monitor manpower availability, absenteeism and attrition based on CAP fluctuations and floor requirements. Lead manpower training, floor capability building and 555 audits to strengthen process adherence. Drive effective space planning and utilization to support operational requirements and productivity. Build a healthy, positive and high-performance work environment through team engagement and motivation. Manage and resolve operations, customer, 3P and vehicle-related escalations within defined timelines. Partner with cross-functional stakeholders to ensure smooth execution and timely resolution of operational challenges. Analyze operational metrics and identify opportunities for productivity, quality and cost improvement . Lead the team in achieving SLA, productivity, quality and customer experience targets . Key Performance Indicators SLA & CPT Adherence Shift Productivity & Throughput CX / Dock / 3P / TX CPT NTBDR Performance Manpower Availability & Utilization Attrition & Absenteeism Quality & Process Compliance Vehicle Placement & Customer Fulfilment Audit & Training Compliance Escalation Resolution Key Skills & Competencies Strong experience in warehouse / fulfillment center / logistics operations . Excellent people leadership and stakeholder management skills. Strong understanding of SLA, CPT, productivity, quality and operational metrics . Strong analytical, problem-solving and RCA capabilities. Ability to manage large teams, high-volume operations and dynamic business requirements . Strong focus on customer experience, operational excellence and continuous improvement .