Hub Incharge - FM/RTS

KRA of First Mile & Return Operation Hub In-Charge

1. First Mile Operations Management

Manpower planing and new rider onboarding

Ensure smooth and timely pickup of shipments from sellers.

Monitor vehicle utilization, load factors, and cost-efficiency.

Track daily volumes, dispatch timeliness, and SLA adherence.

Ensure proper shift planning, manpower allocation, and productivity tracking.

Manage team of delivery associates/TLsTimely connection , control on zero pick sellers, long tail routes

Rider process training and review

2. Returns Operations Handling

Ensure accurate segregation of RTO (Return to Origin), customer returns, and damaged goods.

Manage team of delivery associates/TLsCoordinate with the central team for faster returns processing and closures for disputed sellers

Ensure proper shift planning, manpower allocation, and productivity tracking.

Drive team motivation, training, and discipline.

Ensure strict adherence to SOPs related to security, scanning, sorting, and documentation.

Share daily/weekly reports on key metrics: pickup TAT, RTO %, exception cases, delays.

Drive continuous improvement projects to enhance hub efficiency and reduce cost.

Rider process training and review