AGM - Operations Head Service centers

Purpose of the job:

DGM, Operations Head Service centres 

We are seeking an experienced and hands-on Operations Head to lead and scale our nationwide network of third-party service centers. The role demands a strategic thinker with operational rigor who can streamline workflows, optimize service performance, build SOPs, and drive service level excellence. The ideal candidate will lead a team of on-roll and off-roll employees and act as the owner of the entire service center operations value chainfrom inbound material movement to final customer delivery.

Roles & Responsibilities:

• Build and implement SOPs, KPIs, and SLAs across all service centers.
• Lead the expansion from 12 to 20 centers, ensuring smooth onboarding and standardization of services.
• Act as the central authority for all third-party service center contracts, compliance, and service audits.
• Lead a team of central planners and order coordinators for daily material movement and service planning.
• Coordinate with local service center staff to ensure operational alignment and on-ground issue resolution.
• Ensure zero downtime and maximum throughput at centers by proactively managing loading/unloading, slitting, cutting, and dispatching processes.
• Drive process standardization, layout efficiency, material flow, and cycle time reduction across service centers.
• Liaise with third-party inspection agency (SGS) to ensure quality checks, resolution of NCRs, and compliance to customer specs.
• Conduct periodic service audits and implement corrective actions.
• Collaborate closely with Sales, Procurement, Logistics, and Customer Service teams to enable seamless order fulfillment.
• Manage and govern third-party service providers with clear metrics and periodic performance reviews.
• Act as escalation point for major operational issues affecting customer experience.

Key Performance Indicators (KPIs)

• TAT (Turnaround Time) per order
• On-Time, In-Full (OTIF) deliveries
• Service center uptime and productivity
• Complaints % and resolution TAT
• Vendor SLA adherence
• Operations cost per ton

Who can apply:

• 1015 years of experience in managing warehouses, logistics operations, or central operations (preferred: b2b experience)
• Proven ability to manage third-party operations with high service intensity
• Proven experience in setting up and managing systems and processes in a multi-location environment.
• Strong knowledge of quality assurance, inventory management, and logistics.
• Ability to learn the nuances of steel industry, of coil processing (slitting, cutting, packaging)
• Hands-on approach with strategic execution ability
• Data-driven mindset with familiarity in ERP or SCM systems
• Excellent leadership, problem-solving, negotiation, communication, and team management skills
• Willingness to travel frequently across India
• Flexibility in switching from strategic to tactical and operational levels of thinking and working, specifically in strategy deployment
• Must have tolerance for a complex, ever-changing and dynamic work environment
• Ability to demonstrate good decision making in ambiguous circumstances