Hub Incharge

Shadowfax Technologies; Howrah; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Shadowfax Technologies is seeking a Hub Incharge to manage a hub in Howrah, overseeing rider training, workforce discipline, and KPI-driven operations. The role includes handling escalations, inventory reconciliation, and hub layout optimization to ensure on-time delivery and high service quality.

The incumbent will drive performance of TLs and riders, manage pendencies, and uphold safety and process standards in daily operations.

Responsibilities

• Train and groom rider partners and conduct daily rider huddles.
• Monitor rider performance and address payouts, customer issues, fraud, and police cases.
• Ensure safety and hygiene discipline among rider partners.
• Manage rider attrition and attendance; supervise TLs and support career progression.
• Achieve hub metrics such as OFD, OFP, FASR, FPSR, DSR, FIFO, NC, COD and CX tickets.
• Clear pendency shipments and ensure on-time delivery (D0–D2, 6+D).
• Inventory reconciliation with daily checks; detect short/excess shipments and act on fraud/theft.
• Hub layout management with 5S, FIFO and space designation; maintain relations with owners.

Skills

Operational Excellence

Problem Solving

Communication Skills

Workforce Management

Business Leadership

Job description

Role: Hub Incharge

Purpose of Role: To manage Manpower, handling escalations & metrics of their designated hub

Roles & Responsibilities:

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

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, 6+D

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

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

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 cases

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

Skills required- Link

1. Operational Excellence
2. Problem Solving
3. Communication Skills
4. Workforce Management
5. Business Leadership