Team Lead

Flipkart; Brahmavara; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Flipkart is seeking a Hub Operations leader in Karnataka to drive end-to-end hub management, ensure cost efficiency, and maintain tight KPI adherence. The role emphasizes zero tolerance for errors and strong team leadership to sustain high service levels across the network.

The candidate will be responsible for process improvements, stock accuracy, customer issue resolution, and compliance with safety and environmental norms, while fostering a culture of customer obsession and engagement.

Qualifications

• To succeed in this role, you should have a proactive approach to solve customer issues and gather feedback to drive improvements.
• Continuously strive to improve delivery accuracy, speed, efficiency, and visibility of touchpoints.
• Success is measured by individual performance and the ability to foster a customer-obsessed culture aligned with our goals.

Responsibilities

• Accountable for all Hub Operations and coordinate with superiors when needed.
• Maintain cost per shipment and ensure operations stay within budget.
• Achieve zero lost shipments and shrinkage within the hub and enroute.
• Plan and coordinate with support teams for recovery actions when required.
• Improve productivity of vans/ bikes as per budget and targets.
• Ensure 100% KPI compliance across hub operations.
• Drive continuous process improvement and uphold quality standards.
• Ensure customers are delighted at all times and respond to escalations promptly.
• Maintain stock accuracy at all hubs and regions under remit.
• Promptly escalate and resolve customer issues with appropriate actions.
• Implement employee engagement initiatives and drive headcount planning.
• Maintain 100% ZTP (Zero Tolerance Policy).
• Report hub performance and ensure compliance with commercial and statutory requirements.
• Lead team management, training, and development of hub staff.
• Maximize manpower productivity and efficiency.
• Coordinate with environmental and statutory bodies as required.
• Continuously reduce errors in Operations Management.
• Maintain hygiene and safety standards for facility and people.
• Conduct grievance handling and open house meetings to maintain low attrition.
• Ensure availability of adequate, trained manpower as per plan.
• Evaluate lost shipment cases for potential insurance claims when applicable.

Skills

Customer service mindset

Team management

Quality compliance

Process improvement

Stakeholder communication

Job description

• Accountable for all Hub Operations and seek intervention from superior as appropriate.
• Achieving Cost per Shipment. Maintain the cost of operations as per budget.
• Achieve Zero lost shipment, shrinkage within hub and enroute.
• Proper planning and coordination with the support team for recovery if any.
• Achieve productivity of Van/Bike as per budget.
• 100% Compliance of KPI.
• Continuous Process Improvement and Adherence of Quality Standards at all times.
• Ensuring Customers are delighted at all times.
• Ensuring stock accuracy is maintained at all Hub assigned to him.
• Promptly and effectively manage customer escalations.
• Ensuring employee engagement initiatives are implemented.
• Ensure 100% ZTP (Zero Tolerance Policy).
• Filling Gaps in employee headcount within turnaround time.
• Hub Performance reporting.
• Ensure commercial and statutory compliances are met along with the support of teams.
• Team Management, Training and Development of Hub team.
• Achieving Maximum Productivity of manpower.
• Managing environmental bodies and statutory compliances.
• Continuously improve in reducing Error rate in Operations Management.
• Maintain high quality hygiene and safety for Facility & People.
• Grievance Handling and Conducting Open House/meetings with Hub teams. Ensure low attrition rate
• Ensure availability of adequate and trained manpower as per plan.
• Evaluate if the lost shipment cases qualify as insurance claims and that such claims are

Preferred candidate profile

To succeed in this role, you should have the following:

• 1) Proactive engagement to solve customer issues before they escape, a keen ability to gather and act on customer feedback to drive customer experience improvements, and the agility to adapt strategies in real-time to meet evolving customer needs.
• 2) Continuously strive to improve accuracy of delivery, speed & efficiency of operations & visibility of touchpoints.
• 3) Success in this role is measured not only by individual performance but also by the ability to contribute to a culture of Customer Obsession that aligns with our strategic goals as a leading e-Commerce organization.Role & responsibilities