Cluster Lead - Last Mile Delivery operations

Role & responsibilities

1. Hub Operations Management

Oversee all daily activities at the hub to ensure timely and efficient operations.

Monitor inbound and outbound shipments, ensuring accurate and timely dispatch.

Maintain cleanliness, organization, and safety standards within the hub.

2. Coordination with Factory

Communicate production and dispatch requirements to the factory.

Track and follow up on supply readiness, shortages, and delays.

Ensure smooth transfer of goods from factory to hub.

3. Delivery Team Management

Handle daily scheduling, routing, and assignment of delivery boys.

Monitor attendance, performance, and adherence to SOPs.

Train new delivery personnel on processes and customer service standards.

4. Customer Experience & Delivery

Ensure timely, accurate, and courteous deliveries to end customers.

Resolve on-ground issues during delivery routes.

Track delivery quality metrics and implement improvements.

5. Recruitment & Onboarding

Source, interview, and recruit delivery boys as per operational requirements.

Facilitate onboarding, training, and documentation processes.

6. Complaint & Issue Resolution

Address and resolve customer complaints related to delivery.

Coordinate with customer service teams to provide fast and accurate resolutions.

Identify recurring issues and implement corrective actions.

7. Inventory Management

Manage stock levels at the hub, including receiving, storage, and dispatch.

Conduct regular inventory checks and ensure accuracy in records.

Report stock shortages, damages, and discrepancies immediately.

8. Reporting & Documentation

Maintain logs of deliveries, inventory, employee attendance, and complaints.

Prepare daily/weekly operational reports for management.