- Plan and execute growth strategies to expand into recent territories and increase market penetration.
- Develop strategic partnerships with local businesses and stakeholders to drive growth
- Ensure compliance with local regulations and legal requirements during expansion activities
- Hiring:Lead the recruitment process for hiring on-roll employees, ensuring alignment with organizational standards and goals
- Design and implement strategies to recruit and maintain a robust team of riders
- Develop retention initiatives to motivate and retain staff, focusing on rider satisfaction
- Capacity Building to Scale Up:Train and upskill team members to manage increasing operational demands
- Optimize processes to enhance productivity and operational efficiency
- Align infrastructure development with growth plans, including hubs, warehouses, and delivery networks
- Operations Metrics:Monitor and optimize first-attempt delivery success rates to enhance customer experience
- Track and improve order conversions through effective sales and operational strategies
- Identify and rectify breaches in operational KPIs and SLAs, ensuring operational excellence
- Minimize Return to Origin (RTO) rates through effective operational strategies and customer engagement
- Hygiene Management:Ensure secure handling, reconciliation, and timely deposits of Cash on Delivery (COD) payments
- Maintain an efficient inventory management system to minimize shrinkage or discrepancies
- Implement and sustain 5S standards across all workspaces for a clean and organized environment
- Cost Control:Drive initiatives to optimize revenue while controlling costs
- Manage rider compensations in line with market standards to optimize costs
- Establish and monitor petty cash policies for optimal utilization
- Improve rider productivity through KPI tracking and process improvements
- Prevent revenue leakage, especially related to weight discrepancies
- Team Management:Organize training and skill development programs for all staff, including riders
- Develop recognition and reward programs to motivate and engage employees
- Conduct regular performance appraisals and provide constructive feedback to drive continuous improvement
- Customer Management:Address and resolve customer escalations promptly to ensure satisfaction
- Continuously improve Net Promoter Score (NPS) through customer feedback and surveys
- Deliver exceptional customer experiences through personalized service
- Stakeholder Management:Collaborate with the sales team to align operational goals with sales objectives
- Address operational issues impacting stakeholders promptly
- Coordinate capacity planning across departments to meet demand
- Provide feedback to the tech team for app improvement and feature enhancement