Job Description

Roles & Responsibilities

We are looking for a Team Leader – Last Mile Delivery & Fulfilment to lead day-to-day delivery operations and ensure customer orders are delivered accurately, on time, and efficiently. The role will be responsible for route planning, driver supervision, operational performance, customer service, and coordination with warehouse and fulfilment teams

• Lead daily last-mile delivery and fulfilment operations to achieve on-time and cost-efficient deliveries.
• Plan and assign delivery routes, zones, and driver schedules to maximize operational efficiency.
• Monitor dispatch, out-for-delivery, and completed orders in real time.
• Coordinate with warehouse and fulfilment teams to ensure order readiness and SLA compliance.
• Monitor key delivery KPIs, including On-Time Delivery, First Attempt Delivery Success Rate, SLA performance, delivery productivity, reschedules, and cancellations.
• Ensure vehicles, equipment, and operational technology such as TMS/OMS are available and functioning effectively.
• Supervise, coach, and manage the performance of delivery drivers and fulfilment staff.
• Prepare daily and weekly operational reports covering deliveries, incidents, productivity, and KPIs.
• Resolve escalated customer delivery complaints and queries promptly and professionally.
• Ensure compliance with road traffic regulations, health and safety requirements, company policies, and data privacy standards.
• Identify operational issues and implement improvements to increase productivity, service quality, and customer satisfaction.
• Work closely with internal departments including Finance, Logistics, Sales, IT, and other relevant functions.
• Coordinate with customers and external technology, software, and hardware vendors when required.

Desired Candidate Profile

• Bachelor's degree / Graduate qualification.
• Relevant experience- 2 to 4 years in last-mile delivery, logistics, fulfilment, courier operations, or a similar field is preferred.