Operations Supervisor

3 days ago

Bengaluru, Karnataka, India People First Consulting W.L.L Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Job Description: Hub Shift In-charge/Operations Supervisor– Last Mile Delivery Operations

Role Overview

The Hub Shift In-charge/Operations Supervisor is responsible for supervising and managing end-to-end last-mile delivery operations during a particular shift at the hub. The role ensures smooth order processing, Pick-up and delivery - rider/driver management, timely dispatch, adherence to SOPs, customer satisfaction, and performance KPIs. The position demands strong operational control, people management skills, and the ability to deliver results in a fast-paced environment.

Key Responsibilities

  1. Shift Operations Management

Oversee hub operations during assigned shift, ensuring smooth inbound and outbound flow.

Monitor and track daily order volumes, allocations, and timely deliveries.

Ensure accurate sorting, route wise segregation, and handover of shipments to delivery executives.

Handle escalations, exceptions, and real-time operational issues.

  1. People & Rider/Drivers Management

Supervise delivery executives (riders/drivers) during the shift.

Assign delivery routes and optimize workload distribution.

Ensure discipline, attendance, grooming, and productivity of delivery staff.

Conduct shift briefings, motivate the team, and resolve grievances.

  1. Process & Compliance

Ensure adherence to company SOPs and safety standards.

Maintain accurate documentation for shipments, returns, and cash reconciliation.

Monitor hub hygiene, security, and compliance with audit requirements.

Implement process improvements for better efficiency.

  1. Performance & Reporting

Track and report shift-wise KPIs (on-time delivery, delivery attempts, order accuracy, customer complaints, rider productivity, etc.).

Analyze delays, exceptions, and provide solutions to improve SLA adherence.

Support hub manager in meeting daily/weekly/monthly operational targets.

  1. Stakeholder Coordination

Coordinate with customer support, city operations, and central planning teams.

Ensure smooth handover of information between shifts.

Build strong relationships with delivery partners and support staff.

Key Performance Indicators (KPIs)

On-time delivery % (SLA adherence).

Order accuracy and exception handling.

Driver/Rider attendance, productivity, and retention.

Customer complaints and resolution TAT.

Hub compliance (process, safety, and audit readiness).

Qualifications & Experience

Graduate in any discipline (Preferred: Logistics, Supply Chain, or Operations).

2–5 years of experience in last-mile logistics, e-commerce, or hyperlocal delivery operations.

Strong people management and leadership skills.

Familiarity with technology platforms (delivery management systems, dashboards, MS Excel).

Good communication, problem-solving, and decision-making abilities.

Ability to work under pressure and manage a high-volume, fast-paced environment.

Shift Details

Rotational shifts as per business requirement.

Weekly off on rotational basis.

Salary & Benefits

Competitive salary with performance-linked incentives.

Medical insurance and company benefits as per policy.

Growth opportunities in Operations/City Management roles.

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