Cluster Manager

Expansion:
Plan and execute growth strategies to expand into new territories and increase market penetration.Develop strategic partnerships with local businesses and stakeholders to drive growth.Ensure compliance with local regulations and legal requirements during expansion activities.

Hiring:
Lead the recruitment process for hiring on-roll employees, ensuring alignment with organizational standards and goals.Design and implement strategies to recruit and maintain a robust team of riders.Develop retention initiatives to motivate and retain staff, focusing on rider satisfaction.

Capacity Building to Scale Up:
Train and upskill team members to manage increasing operational demands.Optimize processes to enhance productivity and operational efficiency.Align infrastructure development with growth plans, including hubs, warehouses, and delivery networks.

Operations Metrics:
Monitor and optimize first-attempt delivery success rates to enhance customer experience.Track and improve order conversions through effective sales and operational strategies.Identify and rectify breaches in operational KPIs and SLAs, ensuring operational excellence.Minimize Return to Origin (RTO) rates through effective operational strategies and customer engagement.

Hygiene Management:
Ensure secure handling, reconciliation, and timely deposits of Cash on Delivery (COD) payments.Maintain an efficient inventory management system to minimize shrinkage or discrepancies.Implement and sustain 5S standards across all workspaces for a clean and organized environment.

Cost Control:
Drive initiatives to optimize revenue while controlling costs.Manage rider compensations in line with market standards to optimize costs.Establish and monitor petty cash policies for optimal utilization.Improve rider productivity through KPI tracking and process improvements.Prevent revenue leakage, especially related to weight discrepancies.

Team Management:
Organize training and skill development programs for all staff, including riders.Develop recognition and reward programs to motivate and engage employees.Conduct regular performance appraisals and provide constructive feedback to drive continuous improvement.

Customer Management:
Address and resolve customer escalations promptly to ensure satisfaction.Continuously improve Net Promoter Score (NPS) through customer feedback and surveys.Deliver exceptional customer experiences through personalized service.

Stakeholder Management:
Collaborate with the sales team to align operational goals with sales objectives.Address operational issues impacting stakeholders promptly.Coordinate capacity planning across departments to meet demand.Provide feedback to the tech team for app improvement and feature enhancement.