Kishan Prajapati

1. Role & Reporting

Role Title: Operations Manager – Cashkr

Department: Operations

Reports To (Primary):

Functional / Dotted-line:

Pricing & Buyback Manager (pricing feasibility, in-house vs vendor usage)
Marketing Head (serviceable areas vs campaign focus)

Works Closely With:

Area & Serviceability Manager (vendor-area matrix, serviceable pincodes and device types)
Vendor SLA & Quality Associate / Manager (behaviour, SLA breaches, fines, holds)
In-House Pickup Associates (internal pickup team)
External Vendor Partners (third-party pickup vendors)
CX Team (chat/phone support, escalations, reschedules)
Data Analyst (ops dashboards, completion rates, SLA metrics)
Tech Team:
- Head of Technology / IT Manager (overall tech ownership)
- Admin Panel & Database Developer (ops tools, status & assignment features)
- Website / Frontend Developer (order flows, customer status views)

2. Role Purpose

Run day-to-day post-order operations from order placed → assigned → pickup → payout by:

Ensuring every valid order is assigned quickly and correctly to a vendor or in-house associate
Maximising pickup completion and on-time SLA performance
Managing vendors and in-house pickup associates operationally so that Cashkr delivers a smooth, reliable pickup experience to customers.

3. Key Result Areas (KRAs)

KRA 1 – Order Assignment & Flow Management

Ensure all eligible orders are promptly assigned to the right vendor / in-house associate and keep moving across statuses — not stuck in the system.

KRA 2 – Completion & SLA Performance (Operations View)

Own the operational side of completion and SLA — push high completion rates and on-time pickups using data, follow-ups and corrective actions.

KRA 3 – Vendor & In-House Utilisation & Coverage

Use area/serviceability & vendor-capacity data to distribute orders smartly across vendors and in-house associates so key pincodes and device types are always covered.

KRA 4 – Escalation Handling & CX Support (Ops Fixes)

Be the first owner of operations-related escalations (no-show, delays, vendor not answering, wrong behaviour, repeated reschedules) and fix them by reassigning, rescheduling or taking vendor action.

KRA 5 – Vendor & Associate Performance Actions

Work with the Vendor SLA & Quality and Area & Serviceability roles to act on performance data: warnings, retraining, holds, deactivations, and strengthening high-performing vendors/associates.

4. KPIs (Mapped to KRAs)

No. 1 – Order Assignment SLA

Description:

How fast new orders are assigned to a vendor or in-house associate after being created.

Formula:

Order Assignment SLA % =

Orders assigned within defined time window (e.g. within X hours) ÷ Total assignable orders × 100

Target:

Define X (for example: within 2 hours or same working day) and aim ≥ 90–95%.

Data Source:

Admin Panel / database (order creation time, assignment time, assigned entity).

Review Frequency:

Daily / Weekly / Monthly.

Linked KRAs:

KRA 1.

No. 2 – Assigned Order Completion Rate

Description:

How many assigned orders actually turn into successful pickups with payout.

Formula:

Assigned Order Completion Rate =

Completed pickups with payout ÷ Orders assigned to any vendor / in-house associate × 100

Target:

High and improving; target to be set per month (for example ≥ 80–85%, depending on city/device mix).

Data Source:

Admin Panel / DB (order status, pickup status, payout status).

Review Frequency:

Weekly / Monthly.

Linked KRAs:

KRA 1, KRA 2, KRA 3.

No. 3 – Pickup SLA Compliance

Description:

Whether pickups are being completed within the promised time window.

Formula:

Pickup SLA Compliance % =

Orders picked up within SLA window ÷ Total completed pickups × 100

Target:

Define SLA targets by city and vendor type (e.g. ≥ 90–95%).

Data Source:

Admin Panel / DB (order creation time, scheduled pickup slot, actual pickup timestamp, city, vendor type).

Review Frequency:

Weekly / Monthly.

Linked KRAs:

KRA 2.

No. 4 – Reassignment & Failed Pickup Rate

Description:

Shows how often first assignment fails and operations need to rework the order.

Formula (Reassignment Rate):

Orders that required at least one reassignment ÷ Total assigned orders × 100

Formula (Failed Pickup Rate – Ops Reason):

Orders marked failed due to vendor / associate / operational reasons ÷ Total assigned orders × 100

Target:

Reduce both over time; define thresholds and trigger actions if they exceed limits.

Data Source:

Order assignment history, failure reasons in Admin Panel.

Review Frequency:

Weekly / Monthly.

Linked KRAs:

KRA 1, KRA 2, KRA 4, KRA 5.

No. 5 – Vendor & In-House Utilisation Balance

Description:

Ensures orders are distributed sensibly among vendors and in-house associates.

Example Metrics:

Orders per vendor / per week vs desired capacity
Orders handled by in-house associates vs external vendors by city
Number of active vendors receiving at least a minimum number of orders per week

Target:

Avoid extreme under-use of active vendors or overloading a few; maintain a healthy mix as per strategy.

Data Source:

Admin Panel / DB (orders by vendor/associate, city, device type), vendor-area matrix.

Review Frequency:

Weekly / Monthly.

Linked KRAs:

KRA 3, KRA 5.

No. 6 – Non-Serviceable / No-Vendor Cases

Description:

Orders/leads that cannot be served because there is no coverage, no vendor, or area is non-serviceable from operations standpoint.

Formula:

Non-Serviceable / No-Vendor Rate =

Orders (or leads) tagged as non-serviceable / no vendor available ÷ Total orders (or leads) × 100

Target:

Reduce this rate over time and use it as an input for area/vendor expansion decisions.

Data Source:

Admin Panel (non-serviceable flags, “no vendor” reasons), lead/order logs.

Review Frequency:

Monthly.

Linked KRAs:

KRA 1, KRA 3, KRA 5.

No. 7 – Operations Escalations Resolution SLA

Description:

How fast operations-related escalations are handled and closed by the Operations Manager.

Formula:

Ops Escalation Resolution SLA % =

Escalations resolved within agreed TAT ÷ Total operations escalations assigned to Operations Manager × 100

Target:

High resolution SLA (for example ≥ 90%) and low open-escalation backlog.

Data Source:

Ticketing / escalation system (CX tool, escalation sheet), internal logs.

Review Frequency:

Weekly / Monthly.

Linked KRAs:

KRA 4, KRA 5.

5. Core Processes / SOPs Owned

The Operations Manager is owner / co-owner for these SOPs:

Order Assignment & Routing SOP

Rules for routing orders to:
- External vendors
- In-house pickup associates
Priority logic by:
- City, pincode, cluster
- Device type and value band
- Vendor performance tier / capacity
Handling edge cases:
- No vendor available
- High-value or sensitive orders
- Limited-capacity time windows.

Live Order Queue & Flow Management SOP

How to monitor live order queues:
- New orders
- Assigned but not picked
- Rescheduled
- Stuck statuses
Actions to take for stuck orders:
- Trigger follow-up
- Reassign to another vendor / associate
- Escalate to Vendor SLA & Quality or Area & Serviceability.

Vendor & In-House Capacity Utilisation SOP

How daily/weekly capacity for each vendor / associate is reviewed.
Rules for:
- Limiting orders to underperforming or new vendors
- Scaling volume to strong, reliable vendors/associates
Coordination with:
- Area & Serviceability Manager (coverage & new vendor onboarding needs)
- Vendor SLA & Quality (behaviour & SLA-based restrictions).

Operations Escalation Handling SOP

Classification of ops escalations (no-show, late arrival, miscommunication, wrong behaviour, repeated reschedules, wrong status).
Step-by-step actions:
- Immediate customer fix (reschedule, reassure, reassign)
- Contact vendor/associate to understand issue
- If needed, move to disciplinary flow via Vendor SLA & Quality.

Vendor & Associate Performance Action SOP

How performance data (completion, SLA, complaints) is consumed from dashboards and quality reports.
Triggers for:
- Soft warning
- Formal warning
- Training / coaching
- Hold / suspension
- Deactivation or downgrade.
How status changes are logged in vendor/associate profiles and communicated to other teams.

Ops–CX Coordination SOP

Daily coordination between Operations and CX:
- Sharing priority cases
- Resolving “customer vs vendor” version conflicts
- Ensuring customer-facing statuses/messages match real situation.

Ops Data Usage & Feedback SOP (with Data Analyst)

Dashboards the Operations Manager must use regularly (completion rate, SLA, reassignment, non-serviceable, vendor performance).
How insights from dashboards are turned into actions and experiments on routing, vendor usage and escalation patterns.

6. Weekly & Monthly Reporting

Weekly – “Operations Weekly Snapshot”

To:

CEO
Pricing & Buyback Manager
Area & Serviceability Manager
Vendor SLA & Quality Associate / Manager
CX Lead / Team
Marketing Head (for campaign vs serviceability alignment)
Data Analyst

Format:

Short summary (Slack / Email / Doc) plus dashboard links.

Includes:

Order Flow & Assignment:
- Orders created, orders assigned, orders completed this week.
- Assignment SLA %.
Completion & SLA:
- Completion rate and on-time pickup % (overall + top cities).
- Notable positive/negative trends.
Vendor & In-House Performance:
- High- and low-performing vendors/associates (brief).
- Any holds, status changes or new activations.
Non-Serviceable & Coverage Issues:
- Count and patterns of non-serviceable / no-vendor orders.
- Proposed actions (e.g., need new vendor(s) in specific areas).
Escalations:
- Number of operations escalations and resolution SLA.
- Any serious or repeated issues worth highlighting.
Next Week Focus:
- Cities, vendors, or process steps the Operations Manager will focus on.
- Dependencies on Tech, Pricing, Area & Serviceability, Vendor SLA & Quality, CX.

Monthly – “Operations & Vendor Section in Monthly Review”

To:

CEO, Pricing & Buyback Manager, Area & Serviceability Manager, Vendor SLA & Quality, CX Lead, Marketing Head, Data Analyst, Finance (if relevant).

Format:

Slides / Doc with charts and tables.

Includes:

End-to-End Ops Overview:
- Leads → orders → assigned → completed → failed (ops view).
- Trends vs previous month.
Assignment, Completion & SLA Trends:
- Assignment SLA, completion rate, pickup SLA by city and vendor type.
- Cities or vendor categories improved / deteriorated.
Vendor & In-House Summary:
- Distribution of orders among vendors and in-house associates.
- Actions taken (warnings, training, holds, deactivations, new onboardings).
Non-Serviceable & Coverage Gaps:
- Data on non-serviceable/no-vendor orders.
- Recommendations for area expansion / vendor expansion.
Escalations & Root Causes:
- Escalation volumes and patterns.
- Root cause themes and what was changed to prevent repeat issues.
Top 3–5 Operations Priorities (Next Month):
- Operational improvements, city/vendor cleanups, routing changes.
- Any key support needed from Tech, Pricing, Marketing or CX.