Sham Nadar
1. Role & Reporting
Role Title: Vendor Onboarding & Area Manager – Cashkr
Department: Operations / Vendor & Area Management
Reports To (Primary):
Operations Manager
Works Closely With:
Vendor Manager (for vendor performance, capacity & ramp-up)
Vendor SLA & Quality Associate (for holds/closures due to poor SLA)
Helpdesk / CX (for serviceability-related complaints & clarifications)
Performance Marketing Specialist (for serviceable areas vs campaigns/cities)
Data Analyst (for vendor coverage & area-wise capacity dashboards)
Tech / Admin Panel Team (for vendor–area mapping, serviceability logic, and UI fields)
2. Role Purpose
Own vendor onboarding and area/serviceability mapping so that:
Each serviceable area and device type has enough reliable vendors
Vendor profiles, areas and device-type coverage are correctly configured in the system
Marketing & Ops can confidently rely on “where we serve what” without confusion.
In short: Make sure the right vendors are live in the right areas for the right device types – and that the system always reflects the truth.
3. Key Result Areas (KRAs)
KRA 1 – Vendor Onboarding & Activation
Identify, onboard and activate new vendors, ensuring all checks, documentation and basic training are completed and they are ready to take orders.
KRA 2 – Area & Serviceability Management
Maintain an accurate, up-to-date map of serviceable pincodes, areas, and device-type coverage (Phone/Laptop/Mac/Tablet, etc.).
KRA 3 – Vendor–Area–Device Mapping & Capacity
Ensure each key area has sufficient vendor capacity for each device type and that vendor–area–device mapping in the system and sheets is always correct.
KRA 4 – Area & Vendor Status Updates (Hold / Close / Open)
Implement decisions on vendor holds/closures and area open/close in all required places (Admin Panel, vendor matrix, serviceability, communication to relevant teams).
KRA 5 – Reporting & Coordination with Marketing & Ops
Provide clear visibility to Operations & Marketing on where Cashkr is live, where gaps exist, and what changes are happening in vendor/area coverage.
4. KPIs (Mapped to KRAs)
No. 1 – Vendor Onboarding & Activation Volume
Description:
How many vendors are successfully onboarded and actually activated (start taking orders).
Metrics:
Number of new vendors onboarded per month
Number of new vendors who completed at least X orders within first Y days (activation)
Target:
Meet monthly onboarding & activation targets per city/cluster.
Data Source:
Vendor onboarding records, Admin Panel order data.
Review Frequency:
Monthly.
Linked KRAs:
KRA 1, KRA 3.
No. 2 – Area & Device-Type Coverage
Description:
How well areas and device types are covered by active vendors.
Metrics (examples):
% of priority pincodes with at least N active vendors
% of priority areas that support all key device types (Phone/Laptop/Mac/Tablet)
Target:
Define coverage targets per city/segment and improve over time.
Data Source:
Vendor–area matrix sheet, Admin Panel, coverage dashboard.
Review Frequency:
Monthly.
Linked KRAs:
KRA 2, KRA 3.
No. 3 – Data Accuracy of Vendor–Area Mapping
Description:
Accuracy of vendor–area–device mapping across Admin Panel + vendor matrix + serviceability list.
Signals:
Number of mismatches found in periodic audits (e.g., sheet says serviceable but system says no, or vice versa)
Number of escalations from CX/Marketing due to wrong serviceability data
Target:
Very low mismatch & escalation count; improve after each audit.
Data Source:
Random audits, CX complaints, marketing feedback, Data Analyst checks.
Review Frequency:
Monthly / Quarterly.
Linked KRAs:
KRA 2, KRA 4, KRA 5.
No. 4 – Turnaround Time for Area/Vendor Status Changes
Description:
How quickly vendor holds/closures or area open/close changes are reflected in the system and sheets once decided.
Formula:
Average time from decision (by Ops/SLA/Management) → update completed in:
Admin Panel
Vendor matrix
Serviceability list
Target:
Within agreed SLA (e.g., same day or within 1 working day).
Data Source:
Decision logs (email/Slack) vs change timestamps in tools.
Review Frequency:
Monthly.
Linked KRAs:
KRA 4.
No. 5 – Serviceability Complaint Rate
Description:
Issues caused by wrong or outdated area/vendor mapping.
Metrics:
Number of CX complaints where system showed serviceable but actual was not (or vice versa)
% of such complaints vs total orders or total support queries
Target:
Keep serviceability-related complaints very low and decreasing over time.
Data Source:
Helpdesk & CX ticket tags, complaint logs.
Review Frequency:
Monthly.
Linked KRAs:
KRA 2, KRA 4, KRA 5.
No. 6 – Marketing & Ops Alignment on Areas
Description:
How often Marketing is working in cities/areas that are actually safe & properly covered.
Signals:
Number of times campaigns had to be paused due to coverage issues
Feedback from Performance Marketing & Ops that coverage matrix is reliable
Target:
Rare campaign–coverage conflicts; high trust in the area matrix.
Data Source:
Marketing–Ops sync notes, incident logs.
Review Frequency:
Monthly / Quarterly.
Linked KRAs:
KRA 3, KRA 5.
5. Core Processes / SOPs Owned
The Vendor Onboarding & Area Manager is owner / co-owner for these SOPs:
Vendor Onboarding SOP
Steps from lead/vendor interest → fully onboarded vendor:
Initial screening (city, device capability, basic checks)
Documentation & verification (KYC, bank, agreements as per policy)
App/Admin access creation (handled with Tech/IT as needed)
Initial training on:
How to accept/unlock orders
SLA expectations
Payout & pricing basics
Behaviour and communication standards
How to mark vendor as “ready to receive orders” and communicate internally.
Vendor Activation & Early Monitoring SOP
First X days/weeks after onboarding:
Assign limited orders/areas first
Monitor basic performance with Vendor Manager & SLA Associate
Early decision:
Vendor is fit → ramp up
Vendor is risky → retrain or restrict early.
Area & Serviceability Management SOP
How pincodes/areas are:
Created, grouped into clusters
Tagged as serviceable / non-serviceable
How device-type coverage is recorded per area:
Phone / Laptop / Mac / Tablet / Others
How changes in area status are requested (by Ops/Management) and implemented.
Vendor–Area–Device Mapping SOP
How vendors are mapped to specific:
Pincodes / clusters
Device types they can handle
Rules:
Minimum vendors per area/device type
When to add more vendors to a heavy-load area
When to reduce exposure for weak vendors (coordinated with Vendor Manager & SLA Associate).
How this mapping is maintained in:
Vendor matrix sheet
Admin Panel / internal tools
Serviceability logic used by website/app.
Status Change & Cleanup SOP (Vendor & Area)
When a vendor is put on hold or deactivated (decision by Ops/SLA/Management):
How to update vendor profile status
How to remove them from area/device mappings
When an area is temporarily or permanently closed:
How to update serviceability lists and matrix
How to inform Marketing & CX for messaging and campaigns.
Coordination & Communication SOP (with Marketing, CX, Data, Tech)
With Marketing & Performance:
Regular updates on new serviceable areas, new city/device coverage, areas on hold/closed.
With CX / Helpdesk:
Clarifications on serviceability issues raised by customers
Feedback loop when CX finds mismatches.
With Data Analyst:
Provide clean base data for coverage dashboards.
With Tech/Admin Panel:
Request changes in area/vender mapping UI, fields, and automation.
6. Weekly & Monthly Reporting
Weekly – “Vendor & Area Coverage Snapshot”
To:
Operations Manager
Head of Operations
Vendor Manager
Vendor SLA & Quality Associate
Performance Marketing Specialist
Data Analyst
Format:
Short summary (Slack / Email / Doc) + link to updated vendor–area matrix / dashboard.
Includes:
Coverage Updates:
New vendors onboarded and activated this week
New areas/pincodes opened or closed
Areas where device-type coverage was added/fixed.
Gaps & Risks:
Areas with low capacity (too few vendors for demand)
Any critical cities with coverage risk for upcoming campaigns.
Actions Taken:
Vendors de-mapped from areas due to SLA issues
Important data cleanups completed.
Next Week Plan:
Areas where new vendors must be onboarded
Matrix cleanup / audits planned.
Monthly – “Vendor Onboarding & Area Management Section in Monthly Review”
To:
CEO, Head of Operations, Operations Manager, Vendor Manager, SLA Associate, Performance Marketing, Data Analyst, Tech Lead.
Format:
Slides / Doc with tables & simple charts.
Includes:
Vendor Onboarding & Activation:
New vendors onboarded and how many became active
City/area-wise onboarding summary.
Area & Coverage Overview:
Serviceable vs non-serviceable pincodes
Device-type coverage heatmap (which areas are strong/weak).
Changes This Month:
Areas opened, expanded, restricted or closed
Vendors held/removed from certain areas.
Issues & Fixes:
Serviceability-related complaints and how they were resolved
Data mismatches found and corrected.
Next Month Focus:
Priority cities/areas for vendor onboarding
Planned structural changes (cluster reshuffle, adding new city, etc.)
Dependencies on Tech/Marketing/Data.