Enabling Last Mile Deliveries With Operational Excellence
Prashant Gazipur
Country Head - Operations and Chief Process Officer,
Ecom Express
The Indian logistics sector has experienced significant growth in recent years, driven by factors such as increased per capita income, the emergence of eCommerce, and economic liberalisation. These trends have led to a rise in consumerism, prompting eCommerce retailers to adopt new-age technologies and innovative strategies. This shift in consumer behaviour highlights the importance of seasoned operations and process experts in addressing logistics challenges such as ensuring end-to-end visibility, transparency of services, simplification of documentation and payments, as well as building reliability and resiliency in the supply chain. Identifying the loopholes in the current logistics industry, Prashant Gazipur, Country Head of Operations and Chief Process Officer at Ecom Express, is enabling last-mile deliveries by ensuring operational excellence through state-of-theart technology and planning.
With over 15 years of experience in consumer internet companies, particularly in eCommerce, payments, and financial services, Prashant played a crucial role in setting up logistics for Amazon India and heading e-commerce operations for Paytm. His expertise in supply chain management led him to Ecom Express, where he now spearheads efforts to enhance processes, standardise operations, and drive efficiency throughout the organisation. His aim is to reinforce reliability and resilience within Ecom Express’ supply chain network through selfgoverning procedures.
In an exclusive interview with TradeFlock, Prashant Gazipur sheds light on his challenges, strategies, learnings, and future plans as a corporate leader. Explore his transformative journey for insights into his inspiring endeavours.Â
Can you describe your professional journey and the key milestones that have shaped your career to this point?
In 2008, I began as a Design Engineer at STMicroelectronics, working on enhanced image processing technology. After enjoying my first career break for almost two years, I pursued post-graduation at IIM Ahmedabad. I interned with Standard Chartered in Singapore during this period, focusing on interest rate trade strategies. In 2012, I joined Amazon’s India launch team, instrumental in setting up Amazon India Logistics. Initially considering 3PL (Third Party Logistics) for logistics, we instead launched our own carrier for a superior customer experience. As the India Launch Head, I oversaw all aspects of this plan, from facility setups, carrier management to hiring. I served many roles, lastly as the regional head for North operations, encompassing roles in process, product, program, and more. With lots of learnings and experience from Amazon, I joined Paytm. I started by heading logistics for PaytmMall, eventually overseeing its entire operations. Later roles included leading distribution at Paytm Payments Bank and focusing on merchants for Paytm. I joined Ecom Express as a Vice President and Chief Process Officer in 2021, leading Process Excellence and then subsequently started leading the operations as Country Head for the Express business. In this journey I was lucky enough to have some amazing opportunities and make a virtue of them. The key milestones which shaped my career are;
Working with companies with different levels and standards, you must have been through various challenges so what strategies have you found effective in overcoming challenges?
I have worked at Amazon and Paytm, focusing on growth and customer experience. While both companies prioritise innovation and customer satisfaction, Amazon, with its years of legacy, had established processes and operations. Logistics is complex due to ever-evolving technologies and customer needs. A key challenge was adjusting to frequent changes while managing shifting processes and customer demands. The market transformation posed innovation challenges. However, challenges often lead to growth opportunities. Organisations can become stronger and more prepared for the future by approaching them proactively and strategically. In my current role, I prioritise clear communication, ensuring everyone knows our purpose. I value transparency and open dialogue. Decisive actions, resilience, and a focus on root issues define my leadership. I empower teams, value flexibility, prioritise stakeholder relationships, and encourage innovation, always keeping our core values in mind.
What key lessons have you learned from failure or mistakes, and how have they influenced your decision-making and leadership style?
One of the best learnings I would share with anyone is to keep the teams aligned. In any professional journey, mistakes are a catalyst for growth. Recognizing these, and leveraging them for learning, is essential. Team cohesion is crucial, with every member playing a significant role. Effective stakeholder management, humility, and self-awareness foster a transparent culture that encourages responsibility. As a leader, it is vital to underscore the importance of transparency, allowing the team’s ideas to drive initiatives. Decision-making, infused with transparency, data-driven insights, and adaptive leadership, transforms challenges into opportunities. Over the years, I have learned one more important thing that failures should be seen as opportunities for growth. It helps you become a more resilient, empathetic, and strategic leader who values continuous learning and development.
As a business leader, what role has technology played in your success, and how are you leveraging technology to ease processes & people?
Technology has reshaped how logistics are carried out and played a pivotal role in streamlining our nationwide supply chain operations. Automation, like robots in warehouses and self-driving trucks, helps companies operate faster and at a significantly lower cost. Artificial Intelligence (AI) aids businesses in making intelligent decisions, predicting product demand, and finding the most efficient delivery routes. The Internet of Things (IoT), where devices communicate with each other, allows real-time tracking of items and monitoring of their conditions. Finally, blockchain provides a secure way to record transactions, ensuring products are genuine and sourced responsibly. We have recently implemented real-time scorecards for facilities and field personnel, enabling instant performance reviews and same-day corrections, and revolutionising our operations.
Can you highlight some of your weaknesses and strengths that make you who you are?
While I strongly focus on achieving results, sometimes my haste can lead to impatience with intricate and time-consuming procedures. In the process, I might unintentionally prioritise tasks over individuals, which occasionally rubs people the wrong way. On the flip side, some of my core strengths lie in my ability to both plan and execute those plans effectively. I excel at nurturing and motivating teams to perform at their best. My adaptability allows me to think on the spot and make decisions, even when faced with uncertainty. I always prioritise the needs and concerns of customers to find and address the root cause. Collaborating with others and managing different viewpoints is something I do with efficiency which strengthens my decisions and problem solving ability. Moreover, my knack for innovation is based on real feedback, ensuring a constant cycle of improvement. I bring a lot of energy and passion to the table, motivating others to work both smartly and diligently. Lastly, my intellectual capability is the core strength that bolsters my ability to perform and lead effectively.
Featured Magazine -
All Magazines -
