Dhruv Khera Email and Phone Number

Experienced Regional Operations Manager with 15+ years of experience in QSR (F&B) & Last-Mile Delivery in the E-Commerce domain. Excellent reputation for driving and improving overall operational processes, taking up challenging initiatives, achieving customer satisfaction and saving the operational costs of the Distribution Centers and Station Less Deliveries.● Involved with Operations of different stakeholders Amazon (DSP, EDSP, Prime Now) - North, Same Day Delivery (Ship Delight) Delhi NCR, Flipkart Large Chandigarh & Rajasthan, Snap Deal – North.● Provide Hands-on Contributions to State Personnel on all Last Mile Matters when mobilizing and implementing new Projects.● Involved in a wide spectrum of activities such as Improvements in the DA Scorecards and EDSP Station Scorecards, Productivity of Vans to optimize the costs, Hiring and Development of people for various projects. ● Strong background in overall planning and monitoring, proactively communicate and collaborate with relevant stakeholders to deploy, develop and drive the Performance metrics to achieve customer satisfaction.● Implement the learnings to improve the station matrix at multiple levels while handling a team of 150+ during BAU and 300+ during Peak Volumes.

● Instrumental in setting up of 3 large delivery stations out of 8 along with Layout designing.● Lead ageing project at the Zone level, resulting in the savings of ~35 Lacs.● Spearheaded the opening of multiple stations during Peak seasons to stabilize the operations resulting in a delivery success ratio of 95% on average. ● Currently handling the workforce of more than 100 associates.● Actively participated in team coaching, performing stress tests, setting up safe working conditions, following the 5S methodology for workplace optimization.● Responsible for safety & security of the associates, delivery center assets, including inventory & cash. ● Analysis of the data reports to identify performance bottlenecks and improve performance.● Ensuring one on one with the associates to address their queries & performance.● Performing Operational and FSSAI audits.● Ensure enough bandwidth in the territorial delivery team to ensure peak time delivery management ● Developing and maintaining a highly motivated and performance-driven team. ● Ensuring 5S implementations with audits being performed every month.● Ensuring the Visual controls are being followed properly.● Conducting Performance appraisals of the Team Leaders.

● Maximize Restaurant sales performance and drive profits through Marketing Orientation.● Analytical skills for analyzing Profit & Loss statements and reasoning for the recorded variations.● Prepared action plans to turn the losses in profits by acting on the variables and fixed costs along-with 4M- Rosters/Productivity(Man), Ordering(Material), Fire-up Schedules(Machine), Processes(Method).● Sales forecasting and apportioning targets across teams.● Ensure Delivery Service Times are met.

● Building sales by maintaining Public Relations.● Grievance handling & solving issues.● Maintaining proper hygiene standards as per CER (Champion’s Excellence Review).● Ensure Hot & Fresh products are delivered at the customer’s door.● Maximising sales by arranging birthday parties at the restaurant.

● Lead the opening of multiple restaurants under the Project MFY(Made For You). ● Ensure the Training Certification of team members.● Ensuring the MUSTDO & SOPs is followed by the team in the restaurant to drive customer focus.● Responsible for handling all kinds of systems (Scheduling, Training, Ordering, HR, Payroll,Planned Maintenance).