Aug 2024 – Oct 2024 · 2 mos · Kolkata, West Bengal, India · On-site

• Oversaw all aspects of last-mile delivery operations at Bigbasket, including team management, route optimization, and fleet operations.
• Developed and implemented strategies to improve delivery efficiency, reduce costs, and enhance customer satisfaction.
• Coordinated with third-party logistics providers to ensure timely and cost-effective delivery.
• Tracked and improved key performance indicators such as on-time delivery rates and cost per delivery.

Jun 2021 – Aug 2024 · 3 yrs 2 mos

• Overall managing the sourcing, onboarding, and training team for Swiggy. Responsible for hiring Delivery Executives, manage, run onboarding & training SOP, and end to end solutioning on lean and effective ways in meeting the business metrics.
• Strategy and planning: Assist the top-management in developing operations strategy for effectively scaling the sourcing requirements of the company with regards to the Delivery Executives aligned with company UE. Perform cost analysis and reporting as well as manage schedules, quality initiatives and process change initiatives. Design and manage execution for cost effective and timely addition of Delivery executives. Responsible for deciding on the staffing and training requirements for all the areas under your purview.
• Implementation: Improve the systems, processes and policies in the operations team to better support management reporting, information flow and relevant business metrics
• People management: Responsible for managing the team from hiring and training new recruits to assign targets and formulating incentive plans as well as career planning for each member of the team.

Sep 2018 – Jun 2021 · 2 yrs 9 mos

• Submitted reports to senior management to aid in business decision-making and planning.
• Forming a team in no time and made them seasoned with SNO engine with great synergy to achieve the highest all-time hiring numbers received for this Durga Puja.
• Scrutinising all the online & offline channels and prioritizing the same to get the optimum hiring output.
• Isolated approach was taken towards stress zones and achieved our 100% target in those zones.
• Setting up a Rapid Action Team (R.A.T) for follow up activity and introducing innovative login follow up incentives for the team members.
• Introducing a Snipper Team for extensive competition mapping which led us to tweak the existing temp pay-out to make it more alluring.
• Using more effective DE communication levers in order to augment the existing fleet size.
• Moreover, making SNO operational even on holidays in order to make this successful Durga Puja and NYE ever from ops point of view.
• We have given highest temp login/day in Durga Puja days with optimal order stake which was the highest temp login so far in Puja. We have taken our task to the next level and eying for outperform temp login for NYE and with the help of commendable efforts from the entire SNO Kolkata team, we have even crossed our target logins and achieved a milestone on 31st Dec and 1st Jan respectively with highest order stake. This is the highest ever temp login in a single day for Kolkata.
• Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
• Communicated with managers of other departments to maintain transparency.
• Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
• Completed monthly inventory counts to verify stock levels, address discrepancies, and forecast future needs.

Jun 2018 – Sep 2018 · 3 mos

May 2016 – Mar 2018 · 1 yr 10 mos · Kolkata Area, India

• Structured compensation and benefits according to market conditions and budget demands.
• Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.
• Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
• Collaborated with stakeholders across organization to maintain proper flow of communication and execution of planned initiatives and projects.
• Monitored and handled all employee claims, including performance-based and harassment incidents.
• Coordinated work activities for HR managers, specialists and recruiting agents.
• Fostered cross-functional relationships to connect managers and employees and improve overall efficiency.
• Educated employees on company policy and kept employee handbook current.
• Developed succession plans and promotion paths for all staff.
• Directed hiring and onboarding programs for new employees.
• Interviewed potential hires, negotiated salaries and benefits, and performed reference checks.

May 2015 – Jan 2016 · 8 mos · Kolkata Area, India

• Prepare various HR-MIS Reports -Preparing manpower reports on daily basis, Monthly or Annual reports of Joined/ Left/Resigned Employees, Monthly MIS reports & presentation, Monthly Attrition reports, HR Budgeting, Exit Analysis & Preparing Monthly CTC master & Control over the master file.
• Analyse the reports - department wise/location wise/region wise/function wise.
• Backend management support in Annual performance management systems •Issuance & release of HR correspondences, independently.
• Maintain attendance of all the employees in the corporate office & branches on monthly basis attendance through biometric.
• Updation & maintenance of employee's personnel file.
• Employees Grievance Helpdesk Queries Handling & Tracking.
• Coordinating with the bankers for Bank A/c opening of new joiner.
• ID Cards data maintenance & distribution.
• Mediclaim Cards distribution & follow up with Vendor for Releasing Claims & Cashless Facilities.
• Asset allocation to employees -Records of assets and stationary issued to employees, Uniform, ID card, Mobile SIM.Budgeting & Managing cost part of administration.

Nov 2012 – Apr 2015 · 2 yrs 5 mos · Kolkata Area, India

• Re-submission of denials and identify the cause of rejections.
• Investigate claims thoroughly before releasing the claim.
• Handling Denials from insurance companies.
• Analyzing the AR the insurance companies for checking the status.
• Work independently and be responsible.

Mar 2010 – Aug 2012 · 2 yrs 5 mos · India

• Send Hourly basis Agent Performance.
• Weekly/Monthly/Annual Review
• Payout/Incentive/Night Shift Allowance
• Maximize handling of annual leave requests while minimizing impact on call servicing.
• Provide real time management to ensure full optimizations of resources for respective clients
• Conduct call pattern forecasting activities
• Informed Shrinkage & Send to Operations.
• Send Hourly Service Level.
• Maintaining SLA’s for the Queue.
• Prepare projected staff requirements for replacement staff and new accounts for submission to managers, supervisors and HR
• Monitoring Link Outage / System Downtime and liaison with IT
• Develop optimized staffing plans based on projected calls in coordination with Operations Managers.

May 2009 – Mar 2010 · 10 mos

• Worked for the inbound process for the product Vodafone Pre-Paid,
• Resolve all the query of the customer.
• Met the target which is set by the process.