Cluster Manager

You will be responsible for leading the expansion efforts of the company, including developing and executing growth strategies to enter new territories and increase market penetration. This involves establishing strategic partnerships with local businesses and stakeholders while ensuring compliance with all relevant regulations and legal requirements. In terms of hiring, you will oversee the recruitment process for on-roll employees, ensuring that the recruitment aligns with organizational standards and goals. Your role will also involve designing and implementing strategies to recruit and maintain a strong team of riders, as well as developing retention initiatives to enhance rider satisfaction and motivation. To scale up the company's capacity, you will train and upskill team members to manage operational demands, optimize processes for increased productivity and efficiency, and align infrastructure development with growth plans, including hubs, warehouses, and delivery networks. Your responsibilities will also include monitoring and optimizing operational metrics such as first-attempt delivery success rates, order conversions, and operational KPIs and SLAs. You will work towards minimizing Return to Origin (RTO) rates through effective operational strategies and customer engagement. Maintaining efficient inventory management, implementing 5S standards for clean workspaces, and driving initiatives to optimize revenue while controlling costs are essential aspects of the role. You will also manage rider compensations, petty cash policies, and track rider productivity through KPIs and process improvements to prevent revenue leakage. As a team manager, you will organize training programs for staff, develop recognition and reward schemes, conduct performance appraisals, and provide constructive feedback for continuous improvement. Addressing customer escalations, improving Net Promoter Score (NPS), and delivering exceptional customer experiences are key components of customer management. Collaborating with the sales team, addressing operational issues impacting stakeholders, coordinating capacity planning, and providing feedback to the tech team for app improvement will be part of your stakeholder management responsibilities.,