Role & responsibilities
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
Skills required-
- Operational Excellence
- Problem Solving
- Communication Skills
- Workforce Management
- Business Leadership
