Assistant Hub Incharge

Role Overview

The Assistant Hub Incharge is responsible for overseeing manpower management, handling escalations, and monitoring key metrics within the hub. This role demands leadership in operational processes and ensuring smooth hub functioning aligned with performance goals.

Key Responsibilities

• Providing training sessions and continuous development programs for rider partners.
• Conducting daily briefings to engage and update rider partners.
• Monitoring rider performance and taking corrective actions to enhance output.
• Resolving rider issues such as payout discrepancies, customer complaints, fraud cases, and police-related incidents.
• Ensuring rider discipline concerning safety and hygiene standards.
• Managing rider attrition and attendance effectively.
• Supervising Team Leads (TLs) by offering feedback and fostering career growth.
• Achieving hub performance metrics including OFD, OFP, FASR, FPSR, DSR, FIFO, NC, COD, short cash, and handling customer experience tickets.
• Managing and clearing pending shipments promptly to meet delivery timelines (D0, D1, D2, 6+D).
• Performing daily inventory reconciliation with dashboards, identifying shipment variances, and addressing fraud or theft occurrences.
• Organizing the hub layout using 5S methodologies to maintain order, proper space allocation (internet, housekeeping, stationery, shipments), FIFO adherence, and fostering positive relationships with property owners and neighbors.
• Handling volume and vehicle related escalations within logistics hubs or distribution centers.
• Managing escalations concerning rider payouts, IT, inventory, stationery, and recruitment complaints.
• Addressing customer escalations within designated turnaround times.
• Coordinating with DC teams by sharing CCTV footage and call recordings as part of investigations into shipment discrepancies and MDND cases.
• Overseeing cash processes including petty cash and Cash on Delivery (COD) management.
• Controlling loss management related to damages, product swaps, or potential inventory losses.
• Organizing periodic hub open house events to engage stakeholders and improve operations.
• Reducing instances of fake remarks and ensuring closure of MDND cases.
• Ensuring daily reconciliation and timely deposit of collected COD funds.

Skills & Expertise

• Strong operational excellence capability
• Effective problem-solving aptitude
• Excellent communication skills
• Experienced in workforce management
• Proven business leadership qualities