Hub Incharge (Dadar)

Shadowfax Technologies; Mumbai; On-site; INR 600,000 - 800,000; Full time

Job summary

Shadowfax Technologies is seeking a Hub Incharge in Mumbai to lead hub operations, manage rider partners, and drive key performance metrics. The role involves training, escalations, and ensuring timely delivery, with a focus on discipline, safety, and efficient hub layout.

The candidate will oversee workforce management, handle pendency shipments, and ensure hub-level KPIs are met, including OFD, COD, and CSAT targets.

Qualifications

• Experience in hub operations and rider management.
• Ability to manage escalations and drive KPIs.
• Strong leadership and communication skills.

Responsibilities

• Oversee rider training, performance monitoring and escalations.
• Manage workforce metrics, attendance, and hub TL performance.
• Ensure inventory reconciliation and proper hub layout.
• Handle IT, stationery, and logistic escalations.

Skills

Operational Excellence

Problem Solving

Communication

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