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Ninja Van

Posted 20 days ago

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Head, Last Mile

Shah AlamOn-site

AI Summary

Leads and manages the last-mile operations team to achieve daily, weekly, and monthly operational goals. Acts as the key responsibility holder for last-mile and fleet unit economics, controlling operational costs and contributing to P&L performance, cost optimisation, and pricing decisions.

About this role

This role will be leading and manging the last mile operations team to consistently achieve daily, weekly & monthly operational goals. Also, act as the key responsibility holder for last-mile and fleet unit economics, maintaining tight control over operational costs and contributing directly to P&L performance, cost optimisation, and pricing-related decisions.

Key Responsibilities

  • Effectively manage and communicate strategic objectives and operational initiatives, supported by clear KPIs, implementation plans, targets, and timelines.
  • Drive continuous improvement of internal operational processes, SOPs, and workflows to improve efficiency, reliability, and scalability.
  • Analyse demand and supply data to ensure adequate courier and fleet availability in line with delivery volume requirements.
  • Hire, train, coach, and monitor the performance and development of fleet and last-mile operations team members.
  • Use operational and performance data to identify opportunities to improve delivery quality, customer experience, and courier engagement, building a reliable and motivated last-mile workforce.

    • Key Result Area: Last Mile Strategy & Planning

  • Develop and execute last-mile strategies aligned with business goals; plan delivery network coverage and capacity
  • Outcome/Deliverable : Clear last-mile roadmap; scalable and efficient delivery network

    • Key Result Area: Operational Performance

  • Oversee daily delivery operations, dispatch, routing, and returns management
  • Outcome/Deliverable : Oversee daily delivery operations, dispatch, routing, and returns management

    • Key Result Area : Cost & Budget Control

  • Manage operational budgets; monitor cost per delivery; identify efficiency improvements
  • Outcome/Deliverable : Optimised cost per parcel and controlled operational spending

    • Key Result Area : Risk & Peak Management

  • Plan for peak periods, disruptions, and operational risks
  • Outcome/Deliverable : Business continuity and stable service during high-demand periods

    • Key Result Area : People Leadership

  • Oversee workforce planning, performance management & upskill of the team
  • Outcome/Deliverable : Skilled, productive, and engaged operations workforce

    • Key Result Area : Customer Experience

  • Manage delivery communications, issue resolution, and service recovery
  • Outcome/Deliverable : Improved customer satisfaction and reduced delivery complaints

    • Requirements

  • At least Bachelor’s degree in Logistics, Supply Chain Management, Transportation, Business, or related field.
  • MBA or professional certifications (CSCP, CLTD) will be an advantage
  • 5–7 years of experience in logistics, last-mile delivery, or supply chain operations.
  • Minimum 4–5 years in a senior leadership role managing large-scale in-house last-mile operations.
  • Experience in e-commerce, courier, retail distribution, or on-demand logistics is preferred.
  • Strong leadership and team management capabilities.
  • Deep understanding of last-mile KPIs, routing, fleet management, and cost structures.
  • Highly analytical with strong problem-solving and decision-making skills.
  • Able to perform in fast-paced, high-volume operational environments.
  • Excellent communication and cross-functional collaboration skills

    • Skills

    Business Continuity PlanningCapacity PlanningCLTDCost Per Delivery AnalysisCSCPCustomer Experience ManagementDelivery Network PlanningDemand And Supply AnalysisDispatch ManagementFleet ManagementKPI TrackingLast Mile OperationsOperational BudgetingPerformance ManagementReturns ManagementRoutingService RecoverySOP DevelopmentWorkforce Planning

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