City Ops - Rider Cluster Manager - M1
( Zepto ) Kiranakart Technologies Private Limited
Total years of experience :7 years, 1 Months
● Successfully managed a 8-store cluster with an OPD of ~ 8000 on weekends, ensuring high serviceability.
● managed a team of 16 Rider shift Incharges as direct reporting and fleet of 500 - 600 last-mile riders .
● Achieved a significant reduction in Cost per Order from Rs 70 to Rs 40 while maintaining a 100% serviceability rate.
● Maintained an exceptional NPS of 90% by ensuring a top-notch customer experience.
● Effectively monitored real-time service levels, schedule adherence, and minimized leakages such as RTO.
● Conducted analyses and reports to optimize operations.
● Emphasized high standards, analytical thinking, and deep diving into operations.
● Led and managed a team, ensuring team members met their Key Result Areas (KRAs).
● Strategically planned fleet logins and requirements based on projected orders, reducing order loss.
● Proactively reduced the Cost Per Order (CPO) and executed plans to achieve operational efficiency.
● Effectively worked with the ground team to minimize attrition
● Improved Order Per Hour (OPH) and Earnings Per Hour (EPH) to enhance rider efficiency.
● Collaborated with the payout team and zepton support team to resolve issues in real-time.
● supervised project for bangalore city Daily handholding of new onboarded riders and electric cycle management.
● coordination with the inventory team to reduce loss on RTO, daily operation
● coordination with the rider vendors for hiring riders
● coordination with filed recruiters and supply team for hiring riders
launched and handled mangalore and manipal city operation
● handling fleet size of approx 700 active riders in total of 5 zones
● handling an average OPD of 9000 orders on weekend
● Ensured Pickup and Delivery Partner attendance based on demand, improving and maintaining promised delivery times.
● Conducted training at an individual level and regularly performed field audits to ensure compliance.
● Provided feedback and conducted one-on-ones to address problem areas.
● Ensured an excellent customer experience and resolved order-level escalations.
● Conducted cost analysis and reporting, managed schedules, quality initiatives, and process changes.
● Designed and managed employee retention plans, determining staffing and training requirements.
● Improved systems, processes, and policies to support management reporting and relevant business metrics.
● Successfully resolved disputes/strikes and designed a motivating payout structure.
● Achieved and maintained high customer satisfaction ratings.
● Scheduled frequent hub visits to ensure compliance in hub operations.
worked as assistant for manipal group store and warehouse operation head in manipal
● 19882 SKU’s and 92 crore valued inventory across India related to printing paper inks, binding materials, Adhesive, spares
, holograms, chemicals. Stores and warehouse operation had units in Manipal, chennai, ahmedabad, kolkata, mumbai
● Managed IT materials Inward and outward and storage transaction on zero stock basis
● Worked transitioning to SAP Material Management module for Inventory Management, worked on data cleaning, UOM
adherence, audit before data transition, coordination with ground team and technical team for SAP implementation
● provided training and support to stores staff in understanding and working in SAP MM module
● worked as MIS - Management Information System on Inventory data for management decision
● Prepared data for monthly store and warehouse reviews for senior management
● Monthly, weekly, ad hoc Report generation, analysis, presentation of Inventory data for management discussions
● Inventory Trend, Billing Vs inventory, inventory ageing analysis,
● Cost analysis of fixed cost - rent and variable cost manpower, transportation
● Involved In problem solving for technical support and projects Assistance in store operation
● build SOP and maintained for stores documents and assets details
● Supported in warehouse process developments and standardisation
● Worked in multiple ERP systems SAP, Tally and other Internal ERP systems
● Incoming Inspection Resync Project
● worked on ISO documentation and compliance to requirement of ISO related to stores operation for ISO 9001:2015, ISO
14001:2004 QUALITY & ENVIRONMENT MANAGEMENT SYSTEM AUDIT certification
● Monitoring and reporting on Forklift and stacker operation data
accounting and taxation