Hub Incharge

Purpose of Role: To manage Manpower, handling

escalations & metrics of their designated hubRoles & Responsibilities:

1)   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

2)   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

3)   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

4)   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

5)   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

6)   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

1. Operational Excellence
2. Problem Solving
3. Communication Skills
4. Workforce Management
5. Business Leadership