Asst. Manager Operations (Vending Machine) in Pune

Job Description:

Qualification: Any Graudate, Post Graduate.
Experience: minimum 4 to 8 yrs in dispatch of stock or supply chain operation activates from Industries like Big Basket, Zepto, Jumbotail, Zappfresh, Dunzo, Freshtohome, Blinkit, Ninjacart, NutriTap,
Work location: Pune

I. JOB PURPOSE
Asst. Manager – Operations is responsible for managing day-to-day field operations, ensuring efficient vending machine performance, supervising Sales & Service Representatives (SSRs), and delivering high-quality service at client sites.
This role encompasses preventive maintenance planning, downtime control, stock hygiene, and ensuring operational compliance with SOPs.
The position plays a vital role in sustaining customer satisfaction, reducing machine downtime, and driving operational excellence.

II. Key Responsibility Areas (KRAs)
1. Customer Satisfaction and Relationship Management:
Develop and sustain strong relationships with key clients and Location Managers (Admin/Facility Managers).
Perform on-site visits to 20 clients monthly to assess satisfaction and implement necessary improvements.
Contact the remaining clients via phone each month to gather feedback and take corrective actions to ensure effective service delivery
Monitor customer feedback, address & resolve complaints within 4 working hours in accordance with SOP.
Ensure optimal customer satisfaction through regular machine checks, maintenance, and timely restocking.

2. Vending Machine Performance and Maintenance:
Ensure 100% of vending machines are in optimal working condition.
Create and follow preventive maintenance schedules. Address all machine issues through timely corrective action.
Service Cost Control: Ensure all maintenance and service expenses remain within the approved budget parameters while maintaining service quality.
Machine Repairs & Replacement: Coordinate with technical and external vendors for timely repair of faulty machines.
Downtime Minimization: Ensure adequate stocking of fast-moving products and necessary spare parts to prevent downtime and maintain uninterrupted service.

3. Vending Machine Operations:
i. Daily Refill & Replenishment: Ensure timely and complete refilling of all assigned vending machines as per schedule, avoiding any product stock-outs or downtime.
ii. Machine Cleanliness & Hygiene: Inspect and maintain internal and external cleanliness of each vending machine during every refill visit, ensuring compliance with hygiene standards and client expectations.
iii. Product Stocking & Alignment: Stock products as per the approved planogram. Check and ensure accurate auger alignment to avoid dispensing issues and product damage.
iv. Machine Configuration Verification :Validate all machine settings including: Correct product pricing, LCD display accuracy, Functionality of keypad, sensors, and payment interface, Lock and door mechanisms for proper closure and security.
v. Operational Readiness: Confirm that machines are powered on, functional, and ready for customer use after every refill.
vi. Refill Documentation: Maintain accurate records of refill time, stock refilled, damaged/expired products removed, and machine status in daily logbooks or digital apps as per SOP.

4. Field Team Supervision and Deployment
Supervise daily tasks and route plans of Sales & Service Representatives (SSRs).
Monitor SSR attendance, route compliance, and on-site behavior.
Ensure all field staff adheres to SOPs, routes, refilling cycles, grooming, and service standards.
Address grievances, absenteeism and escalate major concerns to the Operations Manager.

5. Expiry & Stock Rotation Management
Oversee daily stock replenishment across machines and warehouse.
Conduct stock reconciliation and investigate variances (if any).
Identify and remove near-expiry or expired products at least 15 days before their expiry date during each refill cycle. Implement and monitor proper First-In-First-Out (FIFO) practices to ensure stock freshness and safety.

6. Display & Compliance Verification
Ensure that product labels, pricing stickers, and branding elements are correctly displayed, clean, and aligned with company standards.

7. Product Hygiene & Packaging Inspection
Check the physical condition of products (packaging, seal, and dates) to prevent the dispensing of damaged items.

8. Operational Reporting & Compliance
Submit daily and weekly operational MIS, machine status, and refilling reports through CRM platform.
Ensure full compliance with SOPs related to operations, hygiene, attendance, and reporting.
Identify and escalate recurring machine issues or operational risks to Operations Manager.
Maintain proper records of audit findings, photos and corrective actions taken, and share reports with the Operations Manager for follow-up.

9. Vendor Management
Establish and maintain strong relationships with product suppliers and vendors.
Negotiate and manage contracts with external vendors for vending machine services, product supply, and maintenance.
Coordinate with vendors to ensure timely delivery, installation, and replenishment of products in vending machines.

10. Professional Conduct
Maintain high standards of personal grooming, professional behaviour, and brand representation during all client-facing interactions.
Immediately report any incident or behaviour that may impact the company’s reputation or violate the code of conduct norms.
Consistently demonstrate professionalism while interacting with clients, vendors, and colleagues, treating all stakeholders with courtesy and respect.

11. Stock & Cash Reconciliation
Conduct stock audits mid-week and at the end of the week.
Reconcile opening and closing balances with sales and collections.
Maintain accurate machine reading logs and inventory records.
Document and report all returns of damaged or expired stock.

12. Training & Development
Train new SSRs on SOPs, machine handling and customer service protocols through on-site guidance and group sessions.
Conduct refresher training to improve operational discipline and service efficiency.
Assess performance and provide constructive feedback.

13. Troubleshooting
Technical : Perform basic machine diagnostics and escalate issues.
Financial : Investigate discrepancies in stock or cash.
Operational : Address stock refills, coin issues, and logistics.

III. Key Performance Indicators (KPIs):
Machine Uptime: 99% of machines functioning without downtime.
Revenue Growth: Increase in vending machine sales or revenue over a set period.
Inventory Accuracy: Percentage of time inventory levels are accurately managed without stock-outs or overstocking.
Operational Efficiency: Cost-to-revenue ratio, reflecting effective use of resources and budget control.
Customer Satisfaction: Customer feedback ratings, issue resolution time, and complaint reduction.
Team Productivity: Staff adherence to performance standards, safety protocols, and training outcomes.
Compliance Rate: Percentage of vending machines in compliance with safety and regulatory standards.