Hub Manager - Ecommerce Operations
Daraz Pakistan, Alibaba
Total years of experience :7 years, 10 Months
Managing the Same Day Business Model
• Ensuring effective management of all operational processes and maintaining the swift flow of same-day delivery business of Karachi East region covering 5 major territories.
• Finalized the strategic locations within the city to make delivery possible within 3 hours.
• Designed the by-pass solution to ensure minimum processing time at the order confirmation desk. Resulting 90 percent of orders landing directly on the delivery portal.
• Managing the Key Accounts of various FMCG’s like Shan Foods, Pepsi, Colgate, and Nestle.
• Working on the customer insights to increase the basket size to maximum.
• Interact with suppliers and customers for various ongoing projects over delivery schedules, complains and operational requirements.
Logistics Management
• Evaluated and implemented the optimized transportation plan for all the linehaul pick-ups and the delivery based on the cut-offs and capacity.
• Manage and evaluate the delivery lead time of all the respective stations, evaluating the success rate on a daily, weekly and monthly basis.
• Managed delivery schedules and optimized the routes studying the delivery time per shipment.
Warehouse and Inventory Management
• Ensuring the availability of the inventories at all 5 delivery hubs catering entire Karachi city.
• Managing the process flow from inbounding to dispatching, evaluating process flow time study on weekly and monthly basis.
• Responsible to manage overall inventory and hub operations.
• Designing layout for space utilization regarding Inventory areas.
• Responsible to maintain the physical condition of the warehouse by planning and implementing new layouts.
• Managed and trained the entire hub staff in regard to warehouse inventory stacking and dispatch processes.
Cost Management
• Monitor total spending per hub to ensure that expenses are controlled.
• Evaluating the overall cost per hub and analyzing the cost per delivery overall and per hub.
• Managing the expansion project for Karachi, Lahore and Islamabad express warehouse.
Major Projects
• Managing the expansion plan of Karachi and Lahore considering optimization and sustainability as the major objectives.
• Processing the ideal locations with respect to the order lead time, the L4 locations and the cost.
• Onboarding the marts targeting same-day delivery as part of their business requirements.
• Analyzed and developed the overall customer-centric structure for the e-commerce fulfillment business (COD).
• Developed and implemented key performance indicators for the customer operations fulfillment department targeting 92% customer satisfaction overall.
• Developed regional customer experience strategy, reports on the basis of complaints log & map the customer journey resulted in overall raise of +7 in annual net promotor score.
• Providing training and suggestions on the enhancement in system and processes leveraging existing and new customers while ensuring complete alignment with internal teams.
• Working closely with the leadership on the transformational needs of the business, achieving over 15% growth in the business and 140% customer catering capacity at customer services end.
• Successfully achieved the required team results, ensuring effective scheduling of ambassadors, and maintaining daily service levels and various call center KPIs.
• Member of Idea development team member of TCS work from home program.
• Successfully lead the team of 5 to develop the complaint and KPI model of its value-added service TCS Hazir.
• An active member of the team to execute, manage and monitor different e-commerce campaigns budgeting up to 50 million over the span of 20 days.
• Coordinating with business, IT and, Operations team for any identified issue in CRM which hinders the order fulfillment, and working on the system to improve customer experience and ease for the agents.
• Designed and initiated an ongoing online training module which has facilitated agents located in remote areas.
• Designed and developed training programs and materials both for new employees and existing ones.
• Key team member formulating training sessions and trained over 100 work from home team members.
• Designed Training Need Analysis system focusing on every individual targeting precision.
• Developed a plug and play cultural and service mindset as a part of the culture-building activity.
• Supporting HR in a recruitment drive for Work from Home project.
• Daily interact and having close coordination with operations for smooth execution of shipment lifecycle.
• Worked on operational queries and projecting workflow strategies for the future.
“Emerging Trend of E-Commerce” Effective Logistics for Cash on Delivery Customers in Todays's Competitive E-Commerce Market
Final Year Project on Supply Chain Management - Process Improvement at Hinopak Motors Limited
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