Hub Incharge

Role: Hub Incharge

Purpose of Role: T o manage Manpower, handling escalations & metrics of their designated

hub

Roles & 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,

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 cases6) 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