Job Description
– Head of Operations Excellence & Training Designation: Head – Operations Excellence & Training Department: Operations

Location:
Gurgaon Reporting To: COO / Head of Operations Role Overview We are looking for a strategic, process-oriented and execution-focused leader to drive Operations Excellence and Capability Development across FNP's operational ecosystem. The individual will be responsible for establishing operational governance, ensuring adherence to Standard Operating Procedures (SOPs), driving process standardization, conducting operational audits and building a strong training and capability development framework across the organization. The role will work closely with warehouse, fulfilment, retail/franchise, supply chain and other operational teams to identify process gaps, improve operational efficiency, strengthen controls and build employee capabilities. The individual will own the complete cycle of identifying operational gaps, developing corrective action plans, designing relevant training interventions and ensuring measurable improvements in operational performance.

Key Responsibilities
1. Operations Governance & SOP Compliance
• Establish a centralized operations governance framework across warehouses, fulfilment centres, retail outlets and other operational locations.
• Develop, review and standardize operational SOPs, policies, processes and best practices.
• Ensure consistent implementation and adherence to SOPs across all operational locations.
• Monitor operational processes and identify deviations, inefficiencies and control gaps.
• Establish accountability mechanisms to ensure operational teams follow defined processes and standards.
• Drive periodic reviews to evaluate process compliance and operational discipline. 2. Operational Audits & Process Excellence
• Develop and implement a structured operational audit framework and periodic audit calendar.
• Conduct regular operational audits covering inventory management, warehouse operations, order processing, picking, packing, dispatch, returns and other critical processes.
• Identify operational leakages, process deviations, inefficiencies and areas of non-compliance.
• Conduct root cause analysis and drive corrective and preventive action plans.
• Track audit observations and ensure timely closure of identified gaps.
• Identify opportunities to reduce operational costs,



improve productivity and minimize wastage.
• Drive continuous improvement initiatives through process optimization and standardization. 3. Training Strategy & Capability Development
• Design and implement a comprehensive operations training and capability development strategy.
• Identify skill gaps across operational teams and develop structured training interventions.
• Establish standardized induction and onboarding programmes for new employees across operational functions.
• Develop role-based training modules, SOP manuals, instructional videos and assessment frameworks.
• Drive training programmes for warehouse employees, supervisors, team leaders, managers, retail teams and other frontline operational personnel.
• Develop specialized training programmes for handling perishable products such as flowers, cakes and other time-sensitive gifting categories.
• Establish periodic refresher training and certification programmes to ensure consistent process knowledge and execution.
• Build leadership development and coaching programmes for frontline operational managers. 4. Training Effectiveness & Process Adherence
• Ensure that identified audit gaps and process deviations are converted into relevant training interventions.
• Measure training effectiveness through assessments, practical evaluations and improvement in operational KPIs.
• Monitor whether employees are implementing the processes covered during training.
• Conduct post-training audits to evaluate behavioural and operational improvements.
• Establish a feedback mechanism to continuously improve training content and delivery.
• Build a culture of accountability, process ownership and continuous learning across operational teams. 5. Operational Performance Monitoring & MIS
• Develop centralized dashboards to monitor operational performance and SOP compliance across locations.
• Track key operational metrics including order fulfilment TAT, inventory accuracy, stock variance, wastage, productivity, order accuracy and customer complaints.




• Monitor training coverage, completion rates, assessment scores and certification levels.
• Identify underperforming locations and develop focused improvement plans.
• Prepare periodic operational excellence reports and present key findings and recommendations to senior management. 6. Cross-Functional Coordination & Technology Enablement
• Work closely with Warehouse Operations, Supply Chain, Demand Planning, Procurement, Inventory, Technology, Finance, HR and Customer Experience teams.
• Identify opportunities for technology enablement and automation in operational monitoring, audit management and training delivery.
• Partner with technology teams to improve operational dashboards, workflows and process visibility.
• Leverage digital learning platforms, LMS and AI-enabled learning solutions to improve training effectiveness and scalability.
• Drive adoption of standardized operational processes and technology platforms across locations. Desired Candidate Profile
• Graduate in any discipline; MBA in Operations, Supply Chain Management or a related field will be preferred.
• 12–16 years of overall experience in Operations Excellence, Central Operations, Process Excellence, Operations Training or Capability Development.
• Significant experience in managing multi-location operational environments and large frontline workforces.
• Experience in e-commerce, retail, FMCG, quick commerce, logistics, food delivery or other consumer-facing businesses will be preferred.
• Strong understanding of warehouse operations, fulfilment, inventory management, retail operations and last-mile processes.
• Proven experience in implementing SOPs, operational governance frameworks and audit mechanisms.
• Experience in designing and executing large-scale operational training and capability development programmes.
• Solid understanding of root cause analysis, process improvement, operational audits and corrective action frameworks.
• Experience in developing operational dashboards, MIS and performance monitoring mechanisms.
• Hands-on experience with ERP/WMS systems, LMS and advanced MS Excel.
• Strong leadership, stakeholder management, analytical and problem-solving skills.
• Willingness to travel across operational locations for audits, reviews and capability development initiatives.

📌 Head - Operational Excellence and Training (Gurugram)
🏢 FNP
📍 Gurugram