1. Regional Operations Oversight

• Lead and supervise Operations Managers in two or more GEOs, ensuring daily targets, SLA adherence, and cost efficiency.
• Co-own and monitor key operational KPIs: Delivery Rate (DR), Logistic SLA, Order Accuracy, Suply Chain, CS out-bound, CS In-bound, and QA Compliance.
• Ensure smooth order lifecycle across teams (Sales – QA – Logistics – Rescue – Warehouse).

2. Issue Resolution & Process Governance

• Troubleshoot sales-to-operations bottlenecks across data, logistics, or 3PL integrations.
• Manage escalation cases (delivery failure, system downtime, compliance gaps) and implement corrective actions within 24–48h.
• Build preventive control systems to avoid reoccurrence of major operational issues.

3. Capability Building

• Coach and train GEO Operations Managers on process control, KPI analysis, and SOP execution.
• Develop a leadership pipeline within each GEO to ensure operational stability during scale-up phases.
• Step in as acting Ops Head when needed to stabilize underperforming sites.

4. Standardization & Continuous Improvement

• Design and enforce standardized SOPs, work instructions, and reporting dashboards across all GEOs.
• Lead system improvement initiatives (CRM/TMS automation, post-back flow validation, and real-time monitoring dashboards).
• Continuously analyze performance data to propose cost-saving or process-efficiency initiatives.

5. Regional Expansion & Coordination

• Collaborate closely with Sales, QA, IT, BD, HR, and Finance to ensure consistent regional alignment.
• Support expansion projects — from new warehouse setup to delivery-partner validation and local compliance readiness

Skills and Knowledge

Educational qualifications

• Bachelor’s Degree in Operations Management, Business, Supply Chain, or related field.
• Certifications in Project Management, Process Improvement (Lean, Six Sigma), or Quality Assurance are highly valued.

Relevant experience

• Minimum 5 years of experience in tele-sales / call center / retail operations, preferably in nutrition, supplements, or FMCG.
• Proven record of managing multi-country operations (2+ GEOs), ensuring delivery efficiency, QA compliance, and process stability.
• Hands-on experience in CRM/TMS/OMS systems, SOP standardization, and performance tracking.
• Strong operational planning, data analytics, and troubleshooting experience.
• Successful background in implementing cross-functional improvement projects (Sales–Ops–Logistics–QA).

 

Personal characteristics & behaviour

• • Highly organized, structured, and process-oriented.
• • Strong problem-solving and decision-making capabilities under pressure.
• • Excellent interpersonal and communication skills; fluent English required.
• • Collaborative and proactive in identifying process gaps and driving solutions.
• • Demonstrates ownership, accountability, and integrity in execution.
• • Culturally adaptable and confident leading diverse regional teams.
• • Willing to travel frequently or stay abroad for extended periods to support operational needs.