---
title: "Shilash Roy - Team Lead – First Mile & Line Haul Operations – Jamshedpur Hub (Asanbani) | Tal"
description: "Meet Shilash Roy, Team Lead @ Delhivery | Ex-Swiggy Instamart | McKinsey Forward Program | IIM Udaipur based in Jamshedpur. AI stack includes openai."
image: "https://tal.club/meet/shilash-roy/share-image"
---

# Shilash Roy on Tal

## Headline

Team Lead @ Delhivery \| Ex\-Swiggy Instamart \| McKinsey Forward Program \| IIM Udaipur

## About

I am an operations leader with hands\-on experience across customer\-facing and hub\-based logistics environments, managing high\-volume B2B and B2C operations from First Mile through Last Mile\. I began my career at Swiggy Instamart in a customer\-facing CRM role, operating in a time\-sensitive quick\-commerce environment where real\-time issue resolution, SLA adherence, and customer satisfaction were critical\. This experience built a strong foundation in customer obsession, bias for action, and structured problem solving under pressure\. Previously co\-founded a 6\-member COVID relief initiative \(Donate4Cause\), mobilizing 700\+ students to raise ₹37,000 in emergency funds and coordinating structured, transparent distribution of essential supplies\. Currently, I own end\-to\-end hub performance including workforce management, safety compliance, SLA governance, throughput planning, and cost control\. I focus on building scalable mechanisms that drive sustainable performance rather than one\-time fixes\. Key impact highlights: • Scaled First Mile capacity beyond 250\+ tons in monthly pickups through structured route optimization and capacity alignment\. • Reduced turnaround time by 50% by redesigning floor flow and enforcing loading discipline during outbound operations\. • Reduced Cost per Kilogram \(CPK\) from 1\.56 to 0\.98 through lane realignment and vehicle utilization optimization\. • Led full\-cycle hiring and onboarding for 25% of hub workforce; eliminated recurring off\-roll attrition \(2–3 exits/month\) and mentored associate promoted from contract to permanent role\. • Managed facility expansion from 12,000 to 25,000 sq\. ft\. while maintaining uninterrupted operational continuity\. • Recognized with 2 Bar Raiser Awards during peak season for driving throughput, floor stabilization, and SLA adherence under high operational pressure\. • Selected among top 63 candidates nationally \(from 9,000\+ applicants\) for structured Skill Development Programme, building foundational capability in KPI\-driven logistics execution\. My approach to operations is structured: stabilize risk immediately, dive deep into root causes, implement preventive controls, and measure performance through data\. I prioritize safety, accountability, and disciplined execution while developing high\-performing teams capable of scaling under demand spikes\. Continuously strengthening my process improvement and project management capabilities through Lean Six Sigma and structured management learning\. Open to relocation and roles requiring strong ownership, customer obsession, and high operational standards\.

## Location

Jamshedpur

## AI stack

openai

## Work experience

Team Lead – First Mile & Line Haul Operations – Jamshedpur Hub \(Asanbani\) at Delhivery, Feb 2025 \- Present · 1 yr 7 mos, Jamshedpur, Jharkhand, India, I led city\-level First Mile and Line Haul operations, ensuring seamless logistics execution and strong SLA adherence across a high\-volume hub environment\. I managed cross\-functional teams comprising 6 on\-roll and 21 off\-roll associates, strengthening shift discipline, productivity, and operational governance\. • Scaled First Mile pickups to 250–300 tons per month, strengthening intake capacity and network reliability\. • Enabled Line Haul throughput beyond 11,000 shipments daily & increased B2C processing from 8,000 to 15,000 shipments\. • Reduced connection ageing from 4 days to 2 days by improving routing, load planning, and execution efficiency\. • Onboarded enterprise clients including Yes Tecno and Hindustan Petroleum Corporation Limited, ensuring smooth ramp\-up and service reliability\. • Reduced First Mile CPK from 1\.56 to 0\.98 through cost optimisation and data\-driven operational controls\. • Implemented 5S and Kaizen practices to improve space utilisation and turnaround efficiency\. • Earned multiple Bar Raiser awards and Quarter Star Performer recognition for operational excellence\.

Facility Expansion Project at Delhivery, Jan 2026 \- Jul 2026 · 7 mos, I am currently leading a brownfield hub expansion project, scaling the facility from 12,000 to 25,000 sq\. ft\. while ensuring uninterrupted day\-to\-day operations\. My role involves planning layout optimisation, managing phased migration, and ensuring continuity across manpower, fleet movement, and operational workflows\. • Collaborate with cross\-functional teams to ensure safe execution, risk mitigation, and uninterrupted service performance during expansion\. • Align infrastructure scaling with network growth to strengthen long\-term throughput capacity and operational efficiency\.

Skill Development Programme \(SDP\) at Delhivery, Jan 2025 \- Jan 2025 · 1 mo, Patna, Bihar, India, Ranked among the top 63 candidates nationwide from over 9,000 applicants for Delhivery’s highly selective, fully funded 21\-day Skill Development Programme designed to build operational and leadership readiness across logistics functions\. • Completed structured training across First Mile, Line Haul, Last Mile, Service Center, and Fulfillment Center operations with hands\-on exposure at multiple operational nodes\. • Gained field exposure at Sonagopalpur Hub \(FM & LH\), Pataliputra DC \(LM\), and Phulwarisharif SC, developing cross\-functional understanding of network workflows and throughput dependencies\. • Trained in KPI\-driven execution, SLA adherence, and performance monitoring under Delhivery Academy’s structured evaluation framework\. • Assessed through a final leadership panel comprising senior managers and a director; subsequently offered a Team Lead role based on training performance and operational aptitude\.

Customer Relationship Manager at Swiggy Instamart, Jun 2024 \- Dec 2024 · 7 mos, Jamshedpur, Jharkhand, India, At Swiggy Instamart, I owned shift\-level performance for a 10\-member CRM team managing customer escalations across pre\- and post\-delivery workflows in a high\-velocity quick\-commerce environment\. I drove SLA adherence, resolution discipline, and structured service recovery mechanisms to ensure consistent operational standards under peak demand\. Key impact highlights: • Led a team of 10 customer support associates handling pre\-delivery \(order status, cancellations\) and post\-delivery \(quality, delivery experience\) escalations in a high\-velocity quick\-commerce environment\. • Sustained 90%\+ CSAT by driving structured case prioritization, multilingual support alignment, and disciplined resolution workflows across voice and non\-voice channels\. • Improved first\-response rate by over 50% by redesigning shift\-level ticket allocation and enforcing SLA adherence mechanisms\. • Reduced shift\-level DSAT by 30% through trend analysis of recurring complaints and coordinated corrective actions with dark store and last\-mile teams\. • Managed high inquiry volumes while maintaining quality benchmarks, ensuring accurate documentation and structured escalation handling under peak demand conditions\.

Industrial Intern – Tipper Body Manufacturing Division at INDICO MOTORS PVT\. LTD\., Jun 2023 \- Jul 2023 · 2 mos, Jamshedpur, Jharkhand, India, Completed a one\-month industrial internship at Indico Motors Pvt\. Ltd\. within the Tipper Body Manufacturing division under the supervision of the Plant Head, gaining hands\-on exposure to heavy\-duty vehicle body manufacturing processes\. • Assisted in the design and production workflow of tipper bodies, ensuring alignment with engineering specifications and industry standards\. • Studied end\-to\-end manufacturing stages including fabrication, assembly, materials selection, and structural integration of heavy\-duty vehicle components\. • Supported process flow observation and workflow coordination within the production unit to understand throughput and sequencing dependencies\. • Participated in quality control inspections to verify compliance with performance and safety benchmarks\. • Applied mechanical and automobile engineering principles in real\-time manufacturing settings to bridge theoretical knowledge with operational execution\.

Industrial Trainee – CNC Maintenance Department at Ramkrishna Forgings Limited, Jun 2022 \- Jul 2022 · 2 mos, Jamshedpur, Jharkhand, India, Completed a one\-month industrial training at Ramkrishna Forgings Limited within the CNC Maintenance Department under the supervision of the Head of Department, gaining structured exposure to end\-to\-end manufacturing processes in automotive component production\. • Led a 5\-member trainee group on a project titled “Production Process of Rear Axle Shaft,” analyzing the complete manufacturing lifecycle from machining to final assembly\. • Studied machining operations, heat treatment processes, and assembly workflows to understand throughput dependencies and production sequencing\. • Translated customer specifications into manufacturing process understanding, aligning engineering requirements with production standards\. • Coordinated with maintenance and quality teams to observe CNC operations, preventive maintenance practices, and quality control checkpoints\. • Developed foundational exposure to production planning, process discipline, and quality assurance in a large\-scale manufacturing environment\.

## Education

Bachelor of Business Administration, Business Administration and Management, General, Indian Institute of Management Udaipur

Bachelor of Technology \- BTech, Mechanical Engineering, BIT Sindri

[View the original profile](https://tal.club/meet/shilash-roy)

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