Team Lead

Role & responsibilities

Team Lead Last Mile

Job Summary

• Department:

  Operations (Reporting to the Operations Manager)

• Role Type:

  Supervisory / Operational Leadership

• Primary Objective:

  Drive smooth inbound and outbound shipment flows, meet Service Level Agreements (SLAs), and manage field staff efficiency

Core Responsibilities

• Operations Management:

• Oversee end-to-end delivery center (DC) and last-mile (LM) operations, including inbound sorting, dispatch, and reverse logistics/pickups (RVP).
• Manage Cash on Delivery (COD) reconciliation and cash handling reporting.
• Plan daily delivery routes and vehicle/resource deployment.

Team Handling & Shift Leadership:

• Supervise field delivery executives and warehouse staff.
• Prepare duty rosters, track attendance, and manage discipline.
• Conduct daily morning huddles, shift briefings, and safety/compliance talks.
• Independently lead shifts and take full ownership of the center in the manager's absence.

• Performance & SLA Tracking:

• Monitor key performance indicators (KPIs) such as Turnaround Time (TAT), On-Time Delivery, Return-to-Origin (RTO) rates, and Non-Delivery Reports (NDRs).
• Minimize shipment damages, misroutes, and missing items.

• Escalation & Issue Resolution:

• Handle customer complaints, high-ageing shipments, and on-ground operational escalations.
• Coordinate cross-functionally with first-mile, linehaul, hub, and customer support teams.

• Compliance & Reporting:

• Maintain daily Management Information System (MIS) reports and digital dashboards.
• Enforce safety guidelines, company Code of Conduct (CoC), POSH, and anti-theft policies.

Qualifications & Skills

• Education:

  Graduate preferred.

• Experience:

  Generally requires

  2 to 5 years

  of experience in e-commerce, courier, or logistics operations (with prior frontline or supervisory background).