Hub Manager

Role Overview

The Hub Manager is responsible for overseeing manpower, resolving escalations, and maintaining key performance metrics for their assigned hub in Hyderabad.

Key Duties and Responsibilities

• Lead and train rider partners, conducting daily briefings to enhance their performance and discipline regarding safety and hygiene.
• Manage rider escalations involving payment discrepancies, customer grievances, fraud cases, and police-related issues.
• Oversee workforce aspects including rider attrition, attendance, and team leader (TL) evaluation and development to ensure career growth.
• Ensure fulfillment of hub metrics such as On-Field Delivery (OFD), On-Field Pickup (OFP), First Attempt Success Rate (FASR), First Parcel Success Rate (FPSR), Delivery Success Rate (DSR), FIFO adherence, Non-Compliance (NC), Cash on Delivery (COD) management, short cash, and customer experience tickets.
• Manage clearance and timely delivery of shipments within established turnaround times (D0, D1, D2, 6+ days).
• Maintain strict inventory controls by frequently monitoring dashboards, ensuring daily 100% reconciliation, and addressing discrepancies including fraud or theft.
• Organize the hub layout supporting different activities with 5S methodology to maintain order, designate spaces for internet, housekeeping, stationery, shipments, and inventory, while fostering positive relations with property owners and neighbors.
• Handle escalations related to logistics hub/ distribution center volume and vehicle management, payouts, IT and inventory issues, recruitment concerns, and customer complaints promptly within set timelines.
• Share evidence like CCTV footage or call recordings to support investigations in shipment discrepancies or customer disputes.
• Drive operational excellence focusing on cash management, reducing losses due to damage or product swaps, conducting regular hub engagement activities, minimizing false status reports, resolving MDND (Mobile Do Not Disturb) cases, and overseeing daily cash reconciliation and deposits for COD amounts.

Required Competencies and Skills

• Operational excellence and efficiency in hub management.
• Effective problem-solving abilities to address diverse operational challenges.
• Clear and efficient communication skills.
• Strong workforce management and leadership capabilities.
• Business leadership aptitude with a focus on metrics and results.