Assistant Manager - Process Excellence (Gurugram)

Join a Team That’s Passionate About Making Lives Better! At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results! We are seeking a proactive and analytical professional to join our team as an Assistant Manager – Process Excellence. In this role, you will be responsible for evaluating, improving, and standardizing business processes to enhance efficiency, quality, and scalability. You will work closely with cross-functional teams at client site to drive data-backed improvements and ensure smooth adoption of new practices & also manage the performance of process excellence leads/BAs working in the domain. What You'll Do: : Seller Support Operations
- Assistant Manager Experience: 5+ Years in First Mile/Logistics/ e-commerce Operations Work Schedule: 6 Days per Week (On-field/Hub-based as required) Reporting to: Senior Manager
- Seller Experience (Flipkart HQ) 1. Role Summary You will be the primary driver of First Mile efficiency. Your mission is to bridge the gap between Seller expectations and Hub execution. You are responsible for identifying why pickups fail and ensuring those issues are resolved before the seller has to contact us. 2. Key Responsibilities ● Hub Performance Intervention: Visit and coordinate with pickup hubs daily to identify "un-attempted" or "failed" pickups. ● Tactical Problem Solving: Resolve ground-level ● Contact Deflection: Proactively analyze the "Seller Contact" queue. Identify the top 5 reasons sellers are calling and implement ground-level fixes to stop those contacts at the source. ● SLA Enforcement: Ensure that every shipment marked for pickup is processed within the designated window, preventing any "aging" of orders. 3. Performance Scorecard (Quarterly Evaluation) Your success is measured by the movement of these three dials: Metric Goal Contact Reduction Decrease the % seller support tickets. Repeat Contacts Ensure sellers don't contact repeatedly in a week/month for the same issue Pickup Pendency Ageing Ensure no pickups in the designated hubs have ageing of more than 2 days at any time 4. Candidate Requirements ● Experience: 5+ years of experience in First Mile operations (preferably in E-commerce, Food-tech, or Courier Express). ● Execution Focus: Proven ability to work a 6-day week in a high-intensity environment. ● Analytical Skills: Ability to use Excel/Dashboards to identify which specific hubs are failing and why. ● Local Language: Proficiency in the local language of the region is highly preferred to manage ground staff and vendors effectively. ● Soft Skills: Ability to influence without authority is high desired ________________________________________ Why Join Us?
- Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
- Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.
- Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
- Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
- Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.
- State-of-the-Art Offices: Work in our up-to-date, well-equipped offices designed to enhance collaboration and productivity.
- Rewarding Work: Help businesses grow while making a real difference in people’s lives! Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work! Twitter & Instagram: bgocareers Facebook: Bill Gosling Outsourcing LinkedIn: Bill Gosling Outsourcing Website – By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing’s privacy policy here- and consent to the collection, use, and storage of personal information in accordance with the policy. At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know. Bill Gosling Outsourcing – Where your career thrives! Apply on Kit Job: kitjob.in/job/4mvj88