Mandate 3 – Employees are expected to work from the office on all days out of their respective base locations

About The Team
The
Operations strategy
team plays a critical role in ensuring platform integrity, reducing cost leakages, and shaping DEs’ behaviour through both upstream and reactive governance. The focus is on building preventive guardrails, improving DE discipline, and driving cross-functional alignment to enable smooth operations with minimal errors and false positives. The team actively monitors fraud signals, enforces governance rules, supports city teams, and drives behavioural change across the DE ecosystem.

The team also focuses on identifying cash-loss risks, driving recovery processes, and maintaining cash-loss metrics. By monitoring and recovery workflows, the team helps minimise overall cash exposure while maintaining COD O2A and serviceability.

About The Role
This role is within the Strategy team of Last Mile Rider Operations for Swiggy Instamart. It will encompass two key major components:




Own attrition Identifying levers to improve attrition of network and Rider NPS
Head DE Governance team

The key metrics this person will own are DE attrition, DE governance, DE Fraud, Swiggy Driven Cancellations (SDC) and Cash Loss.

Job Description
Key responsibilities of the role include -

Key Responsibilities
Own attrition Identifying levers to improve attrition of network and Rider NPS
Own and deliver key business goals aligned to the Annual Operating plan
Partner closely with BizFin, CX, Ops, Product and city teams for aligned strategic and governance outcomes
Track and analyse attrition and governance metrics and cohort/geo-level trends (Daily/ Weekly/ Monthly)
Manage trade off between governance actions led implications on cost and ops metrics
Driving proactive and reactive initiatives to reduce the cash loss
Identify recent fraud MOs and implement rule-based detection and prevention mechanisms
Drive reduction in governed WTU% thr

📌 Senior Manager Bengaluru
🏢 Swiggy
📍 Bengaluru