Kangadaran Muniandy
Fleet, Hub And 3PL Contract Management
Subang Jaya
Summary
A professional having over 20 years of Operations and Customer Service experienced of working in top leading logistic organization. Add up to experience, with above 8 years knowledge on managerial position and being a Key Manager in operations. Professional Objective: To obtain a challenging management and administrative deemed suitable to skills, experience, and backgrounds, to help a successful organization or company expand further and to help myself grow further professionally in service industry. Self-evaluation Highly motivated in person and able convey the motivation to team members. Perform detail study in issues to understand root cause for improvement. A great team player, support direct reports and other units whenever required. Step in to support during escalations and keep the team momentum high always.
Overview
25
25
years of professional experience
9
9
years of post-secondary education
Work History
Fleet, Hub and 3PL Contract Management
Teleport Commerce (M) SDN BHD
12.2022 - Current
- Enhanced internal stakeholder satisfaction by providing prompt responses to inquiries and offering guidance on contract-related matters.
- Collaborated with cross-functional teams to ensure seamless integration of contract requirements into project plans.
- Improved contract compliance rates through meticulous monitoring and timely reporting of potential issues.
- Managed 3PL contract for 7 countries, MY, TH, ID, VN, AU, IN and UAE.
- Developed comprehensive training materials for new team members, resulting in faster onboarding and increased productivity.
- Develop and implement fleet policies and procedures.
- Optimize fleet efficiency through proper scheduling and routing.
- Monitor vehicle utilization and ensure cost-effective operations.
- Recruit, train, and manage drivers for optimal performance.
- Monitor driver behavior, adherence to company policies, and legal requirements.
- Address and resolve driver-related issues such as accidents and misconduct.
- Oversee inbound and outbound shipments, ensuring timely processing and delivery.
- Implement operational policies and procedures to improve hub efficiency.
- Ensure compliance with company standards and local regulations.
Head of Operations
HappyFresh (M) SDN BHD
07.2022 - Current
- Responsible to manage end-to-end operations of fresh and grocery deliveries inclusive of customer service and customer experience team.
- Managing team with 60 team members overall.
- Ensure KPIs are healthy at all times on Cost Per Order - RM 9, On-time performance above 90%, late and very late delivery below 2.5%, inbound calls are answered within 10 seconds, abandon call rate below 1% and response time on customer's complaint within 30 minutes.
- Strive for continuous improvement in operations and customer service together with managers.
- Engage vendors, contractors and agencies to ensure resources are available to support business needs.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Identified opportunities to improve business process flows and productivity.
- Developed strategic plans for day-to-day financial operations.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
Head of Control Tower
Setel Express (M) SDN BHD
04.2022 - 07.2022
- Heading end-to-end operations of logistics, First Mile, Middle Mile, Linehaul and Last Mile.
- Responsible in ensuring service SLA being met at all times with merchants and customer.
- Planning on capacity of network, expansion and system improvisation to enhance customer experience.
- Manage Cost per Serve which is basically the end-to-end operations cost.
- Source and manage vendor for entire logistics services, keep regular review to ensure vendors perform as per SLA.
Senior Manager, Fleet
LEL Express
06.2019 - 03.2022
- Plan and strategies IC recruitment/recruitment process for Last Mile and First Mile. Hiring of IC needs to happen as planned without major impact on CPP and IC reduction/rostering required if low volume or CPP alarming.
- Issuance/renewal of "Service Agreement" for all IC is mandatory, copy of "Service Agreement" and Documents are safely kept in server. Up-keep all IC information in spread sheet to ensure live data available at all times.
- Create control measure for uniforms and assets, ensure purchase/request do not exceed maximum requirement. Planned assets audit to ensure IC utilize asset provided and deduction for missing assets.
- Engage new partnership for Independent Contractors to retain them in our business.
- Evaluate IC performance on weekly basis, rewards given to top rider/driver monthly and perform coaching/training for low performing IC.
- Implementation of "Service Review" to IC, all "Service Review" issuance are recorded and tracked.
- Support Last Mile operations on additional HC request due to backlog situation or coverage area. Replacement of shortfall as per SLA of 5 working days.
Fleet Manager
Lazada Express (M) SDN BHD
09.2017 - 05.2019
- Study & execute the fleet asset plans / projects within the region which includes vehicles, motorcycles and cargo boxes within the given deadlines.
- Executing staff related projects / programs for company-owned vehicles and independent contractors.
- Development of Training materials, SOP, Operational Policies and then executing these & other management programs for delivery & pick up operations.
- Assist local venture staff in achieving fleet growth and performance goals by developing key measurable trackers to track performance & Standard KPIs.
- Support in negotiating and sourcing arrangements for fleet assets for optimizing performance while managing within the cost matrix.
Service Manager
Rentokil Initial (M) Sdn. Bhd
03.2016 - 08.2017
- Ensure whole service team complete all monthly services, State of service completion of 100%.
- Maintain accurate records of all service vehicles in the branch in relation to :.
- Renewal of road tax and Puspakom check.
- Maintenance service due.
- Repair costs.
- Driver logs.
- Fuel usage.
- Service tool and equipment register.
- Manage and control the Branch fleet of service vehicle in a cost effective manner without compromising on safety, brand and image.
- Ensure all new business are completed within 5 working days from the date of service agreement/job confirmation.
- Ensure all service vehicle are being inspected by Service Supervisor on weekly basis in ensuring vehicles are roadworthy and safe through a weekly inspection.
- Present the service capital expenditure request each month and submit to Branch manager for review.
- Monitor stock preparation usage on monthly basis for entire branch to be within or below the budget.
- Conduct formal weekly and monthly meetings with Supervisors.
- Provide status report to Branch Manager on weekly basis covering :.
- State of Service, Supervisor issue, Customer issues and Other issues.
- Coordinate regular QC and to follow up with specific client complaints where required.
- Develop good customer relationships through being knowledgeable about work and taking ownership of service problems.
- Conduct regular service audits of branches in all area to ensure Supervisors meet monthly KPI.
- Service manager is responsible for implementing the arrangement detailed in the Health and Safety management system and the safe systems of work.
- Act according to the requirement of Occupational Safety and Health Act 1994.
- Ensure all chemicals are handled, stored and applied with due regard to exposed to untoward risk in the course of their work.
Warehouse Supervisor
DHL Express (M) SDN BHD
01.2015 - 02.2016
- Perform data forecast for productivity and resources planning on day to day job for warehouse employee and couriers.
- Planning on each piece of processing time to ensure timely departure of shuttle.
- Supervise (on a daily basis) a domestic hub/ground/area operations team on a roasted shift basis ensuring that shipments enter and exit the country in accordance with network procedure and transit time standards.
- Ensure that operations agents maintain internal and external contacts.
- Organise appropriate shifts and managing levels to meet business requirements.
- Manage receipt and lodgement of outbound shipments from country operations to ensure timely departure and uplift.
- Monitor ground handler and warehouse provider performance and complete all necessary reports.
- Ensure safe working practices and environment within the shift.
- Develop a high performance service culture within the functional department.
- Plan, organize and direct and efficient functional department.
- Consult performance appraisal.
- Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objective and targets.
- Identify training needs and opportunities to develop a highly skilled functional department.
Service Center Supervisor
DHL Express (M) SDN BHD
09.2012 - 12.2014
- Perform data forecast for productivity and resources planning on day to day job for warehouse employee and couriers.
- Planning on each piece of processing time to ensure timely departure of shuttle.
- Supervise (on a daily basis) a domestic hub/ground/area operations team on a roasted shift basis ensuring that shipments enter and exit the country in accordance with network procedure and transit time standards.
- Ensure that operations agents maintain internal and external contacts.
- Organize appropriate shifts and managing levels to meet business requirements.
- Manage receipt and lodgement of outbound shipments from country operations to ensure timely departure and uplift.
- Monitor ground handler and warehouse provider performance and complete all necessary reports.
- Ensure safe working practices and environment within the shift.
- Develop a high performance service culture within the functional department.
- Plan, organize and direct and efficient functional department.
- Consult performance appraisal.
- Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objective and targets.
- Identify training needs and opportunities to develop a highly skilled functional department.
Team Leader, Trace Center
DHL Express (M) SDN BHD
03.2011 - 08.2012
- Plan for the day with trace request number by agents.
- Generate report on daily performance for entire trace center team.
- Handle trace requests from internal and external customers.
- Be OIC in absence of supervisor and manage the trace agent issues on daily task.
- Conduct meetings and morning huddles for tracing advisors to discuss on improvement plan and provide current updates on circulation issues.
- Handle escalations from internal and external customers.
- Prepare analyzed reports on trace numbers with number of head counts.
Customer Service Advisor
DHL Express (M) SDN BHD
06.2010 - 02.2011
- Handle Tracing requests from Customers.
- Liaison with the different internal stakeholders from Operations and other departments.
- Analyze, Record & Manage Tracing Request documentation.
- Provide accurate Tracing information to customers and internal Stakeholders.
- Highlight Operational deviations to internal stakeholders for undelivered, returned, misrouted, delayed, lost damaged shipments.
Operations Team Leader
DHL Express (M) SDN BHD
01.2000 - 05.2010
- Monitor couriers and service center performance.
- Communicate with courier on daily performance and provide guidance to improve on daily performance.
- Manage daily cost on additional requirement of trucking usage.
- Complete reports on daily performance and ensure data to be capture accurately.
- Be OIC in absence of supervisor and manage service center for 8 months in absence of supervisor.
- Monitor of account collection done by front desk personnel.
- Perform pick-up and delivery in absence of couriers.
Education
Information Technology, Software
Institute Cosmopoint
04.2000 - 07.2004
Certificate in B.A
Institute Sarjana
01.2000 - 03.2000
Sekolah Menengah Kebangsaan (ACS)
01.1995 - 12.1999
Skills
Conflict Management
Microsoft Word, Microsoft Excel, PowerPoint, familiar with operations of the Internet
Project Management
Effective Liaison
Organizing Capabilities
Facilitator
Accomplishments
-Implemented cost reduction on IC commissions by 50% for both rider and driver.
- Reduced 900 IC within 2 months vs target of 3 months, saved 1.1 mil in overall and achieved CPP target at USD 0.43.
-Achieved IC hiring target for all campaigns 2017, 2018, 2019 & 2020(9.9).
-100% valid contract for all ICs, contracts renewal takes place 2 weeks before expiry date.
-Introduced reward system for IC.
-Improved IC attendance overall from 90% in year 2017 to 96% as of current.
- Compiling and storage of IC documentation/contract in one database.
- Eliminate uniforms and assets shortage for IC, all IC with updated uniforms and assets.
Achievements
Nominated “Employee of the Year” for three consecutive years in 2007, 2008 and 2009.
Awarded Country Manager of the Day for year 2009
Awarded Perfect Attendance for the year 2010 & 2011
Awarded Employee of the Month of February 2012
Nominee of “Employee of the Year” in 2013
Awarded Country Manager First Choice in December 2013
First Choice (D.M.A.I.C) Master Bronze Certified
Timeline
Fleet, Hub and 3PL Contract Management
Teleport Commerce (M) SDN BHD
12.2022 - Current
Head of Operations
HappyFresh (M) SDN BHD
07.2022 - Current
Head of Control Tower
Setel Express (M) SDN BHD
04.2022 - 07.2022
Senior Manager, Fleet
LEL Express
06.2019 - 03.2022
Fleet Manager
Lazada Express (M) SDN BHD
09.2017 - 05.2019
Service Manager
Rentokil Initial (M) Sdn. Bhd
03.2016 - 08.2017
Warehouse Supervisor
DHL Express (M) SDN BHD
01.2015 - 02.2016
Service Center Supervisor
DHL Express (M) SDN BHD
09.2012 - 12.2014
Team Leader, Trace Center
DHL Express (M) SDN BHD
03.2011 - 08.2012
Customer Service Advisor
DHL Express (M) SDN BHD
06.2010 - 02.2011
Information Technology, Software
Institute Cosmopoint
04.2000 - 07.2004
Certificate in B.A
Institute Sarjana
01.2000 - 03.2000
Operations Team Leader
DHL Express (M) SDN BHD
01.2000 - 05.2010
Sekolah Menengah Kebangsaan (ACS)
01.1995 - 12.1999
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