Team Lead

About Flipkart

Flipkart is dedicated to revolutionizing commerce in India through homegrown technology innovations, customer-first features, a diverse range of categories, and a top-tier supply chain. Serving over 350 million customers with more than 150 million products across 80+ categories, Flipkart emphasizes generating direct and indirect jobs and empowering entrepreneurs and MSMEs along with a sustainable growth vision benefiting customers, stakeholders, and the environment.

Role and Responsibilities

• Take full responsibility for Hub Operations and involve senior management as needed.
• Maintain operational costs within budget to achieve defined Cost per Shipment targets.
• Ensure zero lost shipments and prevent shrinkage both within the hub and during transit.
• Coordinate proactively with support teams for recovery processes when required.
• Meet or exceed planned productivity levels for delivery vehicles such as vans and bikes.
• Comply 100% with all Key Performance Indicators (KPI).
• Drive continuous process enhancements and consistently uphold quality standards.
• Ensure customers have an exceptional experience at all times.
• Maintain accurate inventory records across all managed hubs.
• Address and resolve customer escalations quickly and effectively.
• Implement initiatives to enhance employee engagement levels.
• Enforce 100% adherence to Zero Tolerance Policy (ZTP).
• Fill staffing gaps within the stipulated turnaround time.
• Prepare and analyze Hub performance reports.
• Ensure compliance with all commercial and legal regulations with team support.
• Lead team management, including training and development of hub personnel.
• Optimize manpower productivity to the fullest.
• Manage relations with environmental authorities and ensure compliance with statutory requirements.
• Work continuously to lower operational error rates.
• Maintain high hygiene and safety standards for facilities and staff.
• Handle grievances and conduct open meetings to engage Hub teams, aiming to keep attrition low.
• Guarantee availability of sufficient trained personnel as per operational plans.
• Assess lost shipment cases for eligibility as insurance claims and collaborate with Zonal Business Finance to process such claims.

Preferred Candidate Profile

• Demonstrate proactive problem-solving to address customer issues before escalation, effectively acting on feedback to enhance customer experience and dynamically adjusting strategies to changing customer demands.
• Pursue ongoing improvements in delivery accuracy, operational speed and efficiency, and transparency of customer touchpoints.
• Success in this position is measured by both personal performance and fostering a culture focused on Customer Obsession aligned with Flipkart's strategic vision as a leading e-commerce company.

Eligibility

This position is open to candidates who have completed any graduate degree.