Hub Incahrge - Last Mile Ops

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Role: Hub Incharge

Purpose of Role: To manage Manpower, handling escalations & metrics of their designated hub

Roles & Responsibilities:

Rider Management

Providing training to rider partners & grooming

Conducting huddle for rider partners on daily basis

Managing & monitoring the performance of each rider to improve their performance

Handling rider escalations like- Payout issue, Customer issue, Fraud, Police cases

To drive discipline of the safety & hygiene of rider partners

Workforce Management

Rider Attrition & attendance management

Managing the performance of TLs in hub- providing feedback & inputs for improvement

Ensure Career Progression for the TLs working in your hub

Responsible for achieving the hub metrics i.e, OFD, OFP, FASR, FPSR, DSR, FIFO, NC, COD, Short Cash, CX Tickets etc

Managing & clearance of pendency shipments present in the hub

Responsible to delivery shipments within TAT- D0, D1, D2, 6+D

Inventory Reconciliation

Check the dashboard frequently for reconciliation of shipments done by TLs

Ensure 100% Inventory Reconciliation on daily basis

Identify the short or excess shipments in the hub

Take action on any kind of fraud or theft of shipment

Hub Layout Management

Bifurcation of the hub according to the hub activities

Implementation of 5S in hub for maintaining the hub layout

Ensuring that FIFO is done in a designated space

Designated space of internet, housekeeping, stationery, shipments & inventory

Maintaining good relationship with the owners & neighbors

Escalation Management

Managing the LH/DC volume & vehicle escalations

Resolving Rider Payout issue

IT, stationery, inventory issue to be managed

Managing the escalations raised against the hiring

Customer Escalation management within TAT

CCTV footage to be shared with the DC team for short/excess shipment

Sharing call recordings for MDND cases

Operational Excellence

Cash Management (Petty Cash & COD)

Loss Management (Damage/Product Swap/Potential Loss)

Hub Open House Activity (Weekly or Monthly)

Reducing the fake remarks

Closure of MDND cases

Control on Delivered to cancel shipments

Daily reconciliation & depositing of COD amount