Hub Incharge (BOM_Tisgon)

Shadowfax Technologies; Mumbai; On-site; INR 800,000 - 1,500,000; Full time

Job summary

Shadowfax Technologies in Mumbai is seeking a Hub Incharge to oversee hub operations, manage manpower, and handle escalations and metrics for the designated hub.

You will train and monitor rider partners, drive discipline on safety and hygiene, ensure KPI targets, and coordinate with TLs to support performance and career progression.

Qualifications

• Experience in hub/rental/delivery hub operations is preferred.
• Ability to train and mentor rider partners and staff.
• Strong capability to manage escalations and KPI-driven metrics.

Responsibilities

• Rider Management: training, grooming, and performance monitoring.
• Handle rider escalations (payouts, customer issues, fraud, police cases).
• Workforce Management: attendance, TL performance, and career progression for hub staff.
• Inventory & hub layout: ensure 100% reconciliation and 5S practices.
• Escalation & Operational Excellence: manage LH/DC volume, COD, and daily reconciliations.

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:

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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