Hub Incharge

Shadowfax Technologies; Nalanda; On-site; INR 600,000 - 900,000; Full time

Job summary

Shadowfax Technologies is seeking a hub operations professional in India to oversee rider partner training, performance management, and escalation handling. The role includes workforce and inventory reconciliation, hub layout, and escalation resolution to ensure timely deliveries and process compliance.

You will coordinate with hub teams to drive operational excellence, manage cycles of incentive and payout issues, while maintaining safe and hygienic practices among rider partners.

Responsibilities

• Training to rider partners & grooming
• Conduct daily huddles for rider partners
• Manage and monitor rider performance to improve outcomes
• Handle rider escalations (payout, customer issues, fraud, police cases)
• Drive safety and hygiene discipline among rider partners
• Manage rider attrition and attendance
• Manage TL performance in hub; provide feedback for improvement
• Ensure career progression for TLs in the hub
• Achieve hub metrics (OFD, OFP, FASR, FPSR, DSR, FIFO, NC, COD, Short Cash, CX Tickets)
• Manage clearance of pendency shipments in the hub
• Ensure on-time delivery (D0, D1, D2, 6+D)
• Check dashboard for shipment reconciliation and ensure 100% daily inventory reconciliation
• Identify short or excess shipments in the hub
• Act on any fraud or theft of shipments
• Hub bifurcation according to activities
• Implement 5S in hub for layout
• Ensure FIFO in designated space
• Maintain designated spaces for internet, housekeeping, stationery, shipments & inventory
• Maintain good relationships with owners & neighbours
• Manage LH/DC volume & vehicle escalations
• Resolve rider payout issues
• Manage IT, stationery, inventory issues
• Handle escalations raised against hiring
• Customer escalation management within TAT
• Share CCTV footage with DC for short/excess shipments
• Share call recordings for MDND cases
• Cash management (petty cash & COD)
• Loss management (damages, product swaps, potential loss)
• Hub Open House activity (weekly or monthly)
• Reduce fake remarks
• Close MDND cases
• Control on Delivered to cancel shipments
• Daily reconciliation & deposit of COD amount

Job description

Roles & Responsibilities:Rider Management

Providing training to rider partners & groomingConducting huddle for rider partners on daily basisManaging & monitoring the performance of each rider to improve their performanceHandling rider escalations like- Payout issue, Customer issue, Fraud, Police casesTo drive discipline of the safety & hygiene of rider partners

Workforce Management

Rider Attrition & attendance managementManaging the performance of TLs in hub- providing feedback & inputs for improvementEnsure Career Progression for the TLs working in your hubResponsible for achieving the hub metrics i.e, OFD, OFP, FASR, FPSR, DSR, FIFO, NC, COD, Short Cash, CX Tickets etcManaging & clearance of pendency shipments present in the hubResponsible to delivery shipments within TAT- D0, D1, D2, 6+D

Inventory Reconciliation

Check the dashboard frequently for reconciliation of shipments done by TLsEnsure 100% Inventory Reconciliation on daily basisIdentify the short or excess shipments in the hubTake action on any kind of fraud or theft of shipment

Hub Layout Management

Bifurcation of the hub according to the hub activitiesImplementation of 5S in hub for maintaining the hub layoutEnsuring that FIFO is done in a designated spaceDesignated space of internet, housekeeping, stationery, shipments & inventoryMaintaining good relationship with the owners & neighbors

Escalation Management

Managing the LH/DC volume & vehicle escalationsResolving Rider Payout issueIT, stationery, inventory issue to be managedManaging the escalations raised against the hiringCustomer Escalation management within TATCCTV footage to be shared with the DC team for short/excess shipmentSharing 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 remarksClosure of MDND casesControl on Delivered to cancel shipmentsDaily reconciliation & depositing of COD amount