Process & Performance Specialist

Role Purpose:

Drive operational excellence across the First Mile & Last Mile (FLM) network - pickup, hubs and delivery - through performance management, project management and continuous improvement. Ensure FLM operations are efficient, scalable and aligned with business goals on speed, quality, productivity and cost.

Job Description:

1. FLM Performance Management

• Own the FLM performance framework: define KPIs, key drivers and targets for First Mile (pickup success, pickup lead time, on-time handover) and Last Mile (delivery success, on-time delivery, first-attempt rate, failed delivery/return rate, rider productivity, cost per order).
• Build and maintain performance dashboards and regular reports (daily / weekly / monthly) at hub, region and national level; run performance reviews (WBR/MBR) with Ops leadership.
• Monitor performance, detect deviations early, and deep-dive root causes of underperforming hubs/regions; drive corrective action plans with ROM/Hub leads and track to closure.
• Drive performance accountability among hub/regional stakeholders, ensuring they closely track their own KPIs and stay on track toward targets.
• Benchmark hubs and regions, set improvement targets, and lead bottom-performer improvement programs.
• Partner with BI and Product to standardize metric definitions, data sources and reporting logic.
• Act as a thought partner to Ops leadership, providing insight-driven recommendations to shape the project pipeline and investment priorities.

2. Project Management (PMO)

• Lead FLM improvement projects end-to-end: problem scoping, business case, planning, pilot, nationwide rollout and post-implementation review.
• Analyze FLM workflows (pickup, hub inbound, sorting, dispatch, delivery, failed delivery & returns, COD handover) to identify process gaps and inefficiencies.
• Design, document and implement SOPs and process improvement frameworks across regions
• Embed project management standards and tools across initiatives (project charter, timeline, RACI, risk/issue log, project health dashboard).
• Facilitate executive-level and working-level meetings with structured documentation (meeting minutes, action logs) and accountability tracking.
• Key project areas:
• Hub Capacity & Productivity: improve hub throughput, labor efficiency, layout and manpower planning.
• Speed & Reliability: reduce pickup and delivery lead time, improve on-time and first-attempt success.
• Cost Efficiency: optimize cost per order through rider productivity, zone/route design and resource allocation.

Requirements:

• 4+ years of experience in logistics, supply chain, operations, project management, consulting or related fields. Experience in First Mile / Last Mile, hub or e-commerce delivery operations is a strong plus.
• Strong analytical and problem-solving skills with a structured and proactive approach. Advanced Excel / Google Sheets; SQL or BI tools (Looker Studio, Power BI) is a plus.
• Proven experience building KPI frameworks, dashboards and performance reports.
• Strong project management capabilities with experience handling multiple complex projects in fast-paced environments.
• Demonstrated ability to influence stakeholders at various levels and drive alignment across departments without formal authority.
• Excellent written and verbal communication skills. Presenting in English is a plus.
• Self-starter mindset with high ownership and a bias for action.