Fleet Manager

Swiggy; Kolkata District; On-site; INR 550,000 - 900,000; Full time

Job summary

Swiggy in Kolkata seeks an Operations Lead to oversee a field team of 120-150 Pickup and Delivery Partners, driving efficiency in daily tasks and ensuring timely service.

You will train, audit, and support partners, reduce attrition, and handle escalations to uphold customer experience. Weekend work and city-wide travel are expected as part of the role.

Qualifications

• Experience in process design and operations implementation.
• 2-3 years of managing blue-collar workers.
• Bike ownership and willingness to travel within the city.
• Available to work on weekends.
• Knowledge of supervisory techniques to manage and train blue-collar workers.
• Ability to converse in local languages.
• Entrepreneurial attitude and go-getter mindset.
• Attention to detail and problem-solving skills.
• Strong customer service skills and consistent service quality.

Responsibilities

• Manage a team of 120-150 Pickup and Delivery Partners daily; drive partner efficiency.
• Maintain attendance of partners based on demand.
• Improve and maintain promised delivery times for better CX.
• Conduct classroom/field training for partners.
• Perform regular field audits for compliance.
• Control attrition and address absconding through engagement.
• Provide feedback and weekly one-on-ones to address issues.
• Resolve order escalations to ensure excellent customer experience.
• Support partners during emergencies and exigencies.

Skills

Process design

Operations implementation

Team supervision

Entrepreneurial mindset

Customer service

Attention to detail

Local language knowledge

Bike ownership

Willing to travel

Weekend availability

Job description

Roles and Responsibilities:-

• Managing a team of 120-150 Pickup and Delivery Partners directly on a daily basis Drive Pickup & Delivery Partner efficiency assigned at an individual level.
• Pickup and Delivery Partner attendance to be maintained basis demand on a daily basis.
• Improve and maintain promised delivery times for better customer experience.
• Conduct classroom/field training at an individual level for better customer experience.
• Conduct regular field audits for better compliance among Pickup and Delivery Partners.
• Manage and control voluntary attrition and control absconders by conducting regular engagement activities.
• Provide feedback at the individual level and conduct weekly one-on-ones to understand problem areas.
• Ensure excellent customer experience by solving order level escalations.
• Support Pickup and Delivery Partners during emergencies and exigencies.

Desired Skills:-

• Prior experience in process design and operations implementation. 2-3 years of experience in managing blue collar workers.
• Should have a bike and be willing to travel within the city.
• Should be available to work on Weekends.
• Knowledge of supervisory techniques to manage, motivate and train blue collared workers.
• Should know local geographical area knowledge and should be able to converse in local languages
• The candidate should have an entrepreneurial attitude / should be a go-getter
• Must have attention to detail and critically think through to resolve problems.
• Must have customer service skills and be able to maintain a consistent, high level of service.