- Performance Management: Own overall hub operations and ensure all activities meet established operational standards and Key Performance Indicators (KPIs).
- SOP & Policy Adherence: Maintain 100% compliance with Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and the Zero Tolerance Policy (ZTP).
- Data & Reporting: Prepare business dashboards and conduct regular reviews with the hub team and Area Manager.
- Quality Control: Continuously reduce error rates in operations and ensure high standards of facility hygiene and shipment safety.
2. Financial & Budgetary Control
- Cost Management: Maintain the Cost Per Shipment (CPS) within budget and drive profitable operations.
- Financial Accounting: Manage hub expenses, petty cash, and ERP-based cash reconciliation/deposits.
- Asset Management: Be accountable for stock audits, inventory accuracy, and all recoveries.
3. Team Leadership & People Management
- Talent Development: Fill headcount gaps promptly, conduct training for Team Leaders, and identify internal talent for career progression.
- Engagement: Lead team meetings,
conduct "Open House" sessions for grievance handling, and implement employee engagement initiatives to control attrition.
- Performance Tracking: Monitor Team Leader performance and provide real-time support for undelivered shipments and proactive delivery actions.
4. Stakeholder & Vendor Coordination
- Customer Delight: Manage customer escalations promptly and ensure a superior customer experience at all times.
- External Liaison: Coordinate with local vendors, statutory bodies, and environmental organizations to ensure smooth operations and compliance.
- Cross-functional Collaboration: Work with internal departments to resolve issues identified in open house discussions and escalate critical information to seniors as needed.
Technical Skills & Requirements
- Geographical Knowledge: Complete proficiency in assigned PIN codes and hub routes.
- System Knowledge: Experience with ERP systems for accounting and reconciliation.
- Strategic Planning: Ability to achieve capacity utilization targets and set transparent goals for the team.