Head of Operations

<p>An <strong>Integrated Logistics Management - Operations Specialist </strong>is responsible for overseeing the end-to-end flow of goods, services, and information across the supply chain, ensuring that transportation and distribution are seamlessly coordinated. The role focuses on <strong>strategic integration of logistics functions</strong> to optimize efficiency, reduce costs, and enhance customer experience.</p><p><strong><u>Key Responsibilities</u></strong></p><p><strong><u>Role Overview</u></strong></p><p>To lead the end-to-end Secure Logistics & Card Fulfilment business, including domestic and international distribution, closed-loop banking deliveries, secure packaging, and the MPi TracLogix digital logistics platform. This role is responsible for strategy, P&L, operations excellence, product innovation, customer management, and compliance under ISO & PCI-DSS frameworks. The leader will drive scale across India and multi-country markets while ensuring 100% secure-chain and audit-ready operations.</p><p><br></p><p><strong>A. Operations & Secure-Chain Management</strong></p><ul><li>Oversee end-to-end fulfilment operations—from inventory to last-mile delivery.</li><li>Ensure seamless delivery to bank branches, end customers, and multi-country locations using tamper-evident packaging and barcode tracking.</li><li>Implement secure-chain protocols including locked storage, vetted transporters, secure transportation routes, and delivery confirmations.</li><li>Ensure 100% adherence to ISO, PCI-DSS, and regulatory requirements.</li></ul><p><br></p><p><strong>B. Logistics Partner & Vendor Management</strong></p><ul><li>Manage empanelment and performance of national & regional courier partners, Speed Post, and international logistics partners.</li><li>Drive SLAs, audits, cost negotiations, and periodic performance reviews.</li><li>Ensure API integrations, tracking accuracy, and service reliability.</li></ul><p><br></p><p><strong>C. Digital Platform Leadership – MPi TracLogix</strong></p><ul><li>Drive adoption and continuous enhancement of our digital platform for banking and financial services clients.</li><li>Oversee product roadmap, UI/UX improvements, workflow automation, and new feature development.</li><li>Ensure real-time integration with courier partners and provide visibility dashboards to customers.</li></ul><p><br></p><p><strong>D. Customer Management & Business Development</strong></p><ul><li>Build and maintain strong CXO-level relationships with banks, fintechs, and enterprise clients.</li><li>Lead solution design for large RFPs/RFQs in logistics, fulfilment, and secure shipments.</li><li>Ensure service excellence across PIN codes and international geographies.</li><li>Drive NPS improvements, retention, and wallet-share growth.</li></ul><p><br></p><p><strong>E. Compliance, Risk & Audit</strong></p><ul><li>Ensure operational compliance with secure-chain protocols, PCI-DSS, ISO 27001, and RBI guidelines where applicable.</li><li>Conduct risk assessments, incident handling, and internal/external audits.</li><li>Maintain a zero-tolerance culture for security breaches.</li></ul><p><br></p><p><strong>F. Team Leadership</strong></p><ul><li>Lead cross-functional teams across operations, logistics, account management, technology, and compliance.</li><li>Build a high-performance culture with strong governance and operational discipline.</li><li>Mentor future leaders in the business.</li></ul><p></p>