Cluster Manager

Expansion :

• Plan and execute growth strategies to expand into new 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