Hub Incharge - Last Mile RNA Resources Group Limited

Key Responsibilities

Daily Hub Control (Inbound → Sort → Dispatch → EOD)

• Plan and execute daily wave cut-offs for receiving, sorting, staging, and dispatch.

• Ensure 100% manifest/AWB receiving scan, correct binning/cluster sorting, and dispatch scan before vehicle departure.

• Control pendency: hold/reschedule/NDR/undelivered/return and clear within SLA.

• Ensure correct handling of multi-piece shipments (single order with multiple cartons): labeling, sealing, and dispatch integrity.

Route Planning & Dispatch Management (Bikes + Vans)

• Plan routes cluster-wise/zone-wise and allocate loads to 10 bikes + 100 vans based on geography, capacity, service promise, and COD limits.

• Balance productivity: control drops/vehicle and ensure route feasibility (time, distance, stop density).

• Conduct daily driver briefing: SLA focus, OTP/POD rules, customer calling protocol, safe driving, and cash controls.

• Monitor dispatch readiness: vehicle checks, driver attendance, handheld availability, fuel/charging plan.

Fleet & Vendor Performance Management

• Run performance governance for vendor fleet + own fleet: punctuality, productivity, quality, customer complaints.

• Enforce compliance: uniform/ID, vehicle condition, handheld usage, scan discipline, behavior standards.

• Coordinate vendor supervisors for shortfalls, replacement drivers, and peak coverage.

COD Cash Handling & Financial Discipline (Critical)

• Ensure strict COD SOP adherence:

  • Cash collection → EOD reconciliation → deposit timeline compliance

  • COD limits per route/driver and escalation for high-value COD

  • Mismatch/discrepancy investigation and closure with documentation

• Maintain COD registers and daily reconciliation reports; coordinate with Finance for deposits and exceptions.

Returns / RTO / Reverse Logistics

• Manage reverse flow: customer returns pickup, failed delivery returns, RTO processing.

• Ensure proper return reason capture (system) and physical segregation: resellable / damaged / missing parts.

• Achieve target TAT for returns to FC/processing center.

Inventory Accuracy, Shrinkage & Exception Control

• Ensure system vs physical reconciliation at each stage: receiving, staging, dispatch, returns.

• Control and investigate: missing, damage, mis-sort, wrong delivery, bag/cage missing.

• Coordinate CCTV review and incident reporting; implement CAPA.

People Management (Sorters, Loaders, Admin, Support Staff)

• Prepare shift rosters to support ~3,500/day throughput (including peaks).

• Track attendance, productivity, OT control; deploy manpower dynamically to bottlenecks.

• Train team on SOP, scanning, safety, sorting logic, customer handling, cash compliance.

Customer Experience & Escalations

• Ensure proactive calling for NDR, address validation, time-slot issues.

• Resolve customer complaints quickly; control repeat attempts and re-delivery planning.

• Reduce NPS detractors by improving first attempt success and exception closure.

Reporting & Governance

• Publish daily hub dashboard:

  • Inbound received, sorted, dispatched, delivered, undelivered, pending, returns/RTO

  • Backlog aging buckets, NDR closure, COD collected vs deposited

  • Productivity per vehicle/driver/vendor, scan compliance

• Lead daily stand-up and end-of-day closure meeting with actions owners.

Safety, Compliance & Audit Readiness

• Maintain 5S, safe material handling, PPE compliance.

• Ensure all SOPs followed for shipment privacy/security, cash handling, and incident documentation.

• Support internal/external audits and close findings with preventive actions.

Key KPIs (Set as measurable targets)

Delivery & Dispatch

• Dispatch completion before cut-off: ≥ 98–100%

• On-time delivery / SLA achievement: as per company target

• First attempt delivery %: target-based

• Backlog aging: 0–1 day max; control 2+ day pendency

Quality

• Scan compliance (receive → dispatch → delivered): ≥ 99%

• Mis-sort / missing / damage rate: as per tolerance

• Complaint rate / NPS detractors: reduce MoM

Productivity

• Drops per van / day (by cluster density)

• Driver utilization: % active drivers vs planned

• Sort productivity: shipments sorted per hour / per head

COD Control

• COD discrepancy rate: near zero

• Deposit adherence: 100% within timeline

• COD pending reconciliation: zero at EOD

Vendor Control

• Vendor attendance compliance, replacement TAT, performance scorecard

Required Skills

• Strong operational leadership under tight cut-offs

• Route planning + last-mile dispatch logic (bike + van mix)

• Excellent reconciliation discipline (inventory + COD)

• Reporting: Excel/Google Sheets, basic dashboards; familiarity with TMS/WMS/driver apps

• Vendor management and conflict resolution