Manager – Regional Operations Alliance (Kirana Store Model / DAs / RSPs) (ERO)

Job Purpose:

To expand and manage a high-performing outsourced delivery partner ecosystem in the region by sourcing suitable partners, executing standardized logistics contracts, ensuring operational readiness, and driving consistent service quality and SLA adherence across partner-operated last-mile delivery points. Key Roles & Responsibilities:

Partner Sourcing & Network Expansion

Identify, evaluate, and onboard parcel shop–based delivery partners, local entrepreneurs, and small logistics operators to strengthen last-mile coverage.

Expand partner footprint in high-growth, underserved, and operationally critical locations.

Build a sustainable pipeline of delivery partners aligned to regional volume and service requirements.

Contract Governance & Commercial Control

Implement standardized MPC / PDA and parcel shop delivery contracts in line with national governance frameworks.

Ensure strict adherence to approved commercial terms, SLAs, and operational clauses.

Manage contract renewals, performance-linked actions, and escalations related to partner non-compliance.

Operational Readiness & Integration

Ensure partners are operationally ready through structured onboarding, training, route familiarization, and system enablement.

Work closely with regional operations teams to integrate partners into delivery planning, route optimization, and volume allocation.

Enable flexible capacity to manage seasonal peaks, e-commerce surges, and special operational requirements.

Service Quality & Performance Management

Drive partner performance using defined logistics KPIs covering delivery success, first-attempt delivery, customer experience, and complaint resolution.

Monitor SLA adherence and initiate corrective action plans for underperforming partners.

Deploy regional-level incentive and recognition mechanisms aligned to service quality outcomes.

Governance, Compliance & Risk Management

Ensure partner compliance with statutory, contractual, and operational requirements.

Identify and mitigate risks related to service continuity, dependency on individual partners, and quality lapses.

Support audits, governance reviews, and process assessments related to outsourced delivery operations.

Stakeholder Management & Reporting

Act as the single point of contact for regional operations alliance matters.

Provide structured MIS, dashboards, and performance insights to regional leadership and national governance teams.

Collaborate with HR, Finance, Legal, and Technology teams on partner lifecycle management.

Qualifications & Experience:

Education

Essential: Graduate degree in Logistics, Supply Chain Management, Operations Management, Engineering, or a related discipline.

Preferred: Postgraduate qualification (MBA / PGDM) in Operations, Logistics, or Supply Chain.

Experience

7–10 years of experience in logistics operations, last-mile delivery, outsourced delivery models, or partner/franchise network management.

Strong exposure to parcel delivery, courier, e-commerce, or express logistics environments.

Proven experience managing service quality, SLA governance, and partner performance at a regional scale.