Senior RTO Manager

SENIOR RTO MANAGER

Company: Divinelane

Department: Operations – E-commerce

Designation: Senior RTO Manager

Experience: 4–7 Years in E-commerce Logistics, NDR & RTO Management

Location: Jaipur

Employment Type: Full-Time

About Divinelane

Divinelane is a growing brand in the precious gemstones, diamond, gold, silver, and jewellery segment. We are looking for an experienced and result-oriented Senior RTO Manager to lead our Return to Origin (RTO) operations, minimize delivery failures, improve courier performance, and optimize logistics costs.

Key Responsibilities

RTO Reduction & Control

Develop and implement strategies to reduce the overall RTO percentage.

Analyze RTO reasons, including customer refusal, unreachable customers, incorrect addresses, delivery delays, and courier-related issues.

Identify high-RTO products, locations, pin codes, courier partners, and order categories.

Implement preventive measures to reduce avoidable RTOs and improve successful delivery rates.

Monitor RTO trends and prepare action plans to achieve monthly targets.

NDR Management & Delivery Success

Lead the NDR (Non-Delivery Report) team and ensure timely follow-up on failed delivery attempts.

Establish an effective calling and follow-up process for customers with pending deliveries.

Ensure accurate NDR remarks, customer confirmations, and reattempt requests.

Coordinate with courier partners to resolve delivery exceptions and ensure timely reattempts.

Track NDR-to-delivery conversion and identify opportunities to improve delivery success.

Courier Partner & Logistics Management

Coordinate with courier partners such as Shiprocket, Blue Dart, and other logistics service providers.

Review courier performance based on delivery percentage, RTO rate, NDR resolution, transit time, and shipping costs.

Identify underperforming courier partners and recommend corrective actions.

Coordinate escalations related to fake delivery attempts, delayed shipments, incorrect tracking updates, and lost or undelivered shipments.

Recommend courier allocation strategies based on serviceability, historical performance, and cost efficiency.

Data Analysis & MIS Reporting

Prepare daily, weekly, and monthly reports covering:

Total orders shipped

Delivered orders and delivery percentage

Total RTO orders and RTO percentage

NDR pending and resolved cases

NDR-to-delivery conversion rate

Courier-wise and pin-code-wise performance

RTO reasons and preventable RTO cases

RTO losses and reverse logistics costs

Use Excel or Google Sheets, pivot tables, lookup functions, and dashboards to analyze performance.

Maintain accurate order-level tracking and ensure timely reporting to senior management.

Convert operational data into actionable improvement plans.

Team Management & Process Improvement

Manage, train, and monitor the NDR and RTO operations team.

Set individual and team-wise KPIs and conduct regular performance reviews.

Establish SOPs for NDR calling, customer follow-ups, escalation handling, and RTO reconciliation.

Ensure timely resolution of pending cases and maintain accountability within the team.

Collaborate with Dispatch, Customer Support, Warehouse, Sales, and Finance teams to improve end-to-end delivery performance.

RTO Reconciliation & Cost Optimization

Track returned shipments and ensure timely reconciliation with warehouse records.

Investigate shipment discrepancies, missing returns, and courier billing issues.

Monitor forward shipping, reverse shipping, and RTO-related operational costs.

Identify opportunities to reduce avoidable logistics expenses without compromising customer experience.

Maintain accurate records of returned inventory and coordinate with the Inventory team.

Required Skills & Qualifications

Graduate in any discipline; logistics or supply chain qualifications are preferred.

4–7 years of relevant experience in e-commerce logistics, NDR, RTO, or last-mile delivery operations.

Proven experience managing a team and improving delivery performance.

Strong knowledge of courier aggregators, shipping platforms, and last-mile logistics.

Advanced working knowledge of Excel or Google Sheets, including pivot tables, VLOOKUP/XLOOKUP, COUNTIF, and reporting dashboards.

Strong analytical, communication, negotiation, and problem-solving skills.

Ability to manage large shipment volumes, escalations, and multiple operational priorities.

Experience in jewellery, high-value products, or prepaid/COD e-commerce operations will be an advantage.

Key Performance Indicators (KPIs)

Reduction in overall RTO percentage.

Improvement in successful delivery percentage.

Improvement in NDR-to-delivery conversion rate.

Reduction in avoidable RTOs and repeat delivery failures.

Reduction in reverse logistics and RTO-related costs.

Timely resolution of NDR cases and courier escalations.

Accuracy and timeliness of MIS reports.

Improvement in courier partner performance.

Accuracy of returned shipment and inventory reconciliation.

Candidate Expectations

The ideal candidate must be highly analytical, ownership-driven, and capable of managing RTO operations independently. The candidate should focus not only on reporting RTO numbers but also on identifying root causes, implementing corrective actions, and delivering measurable improvements in operational efficiency and profitability