Senior Associate - FLM Process & Performance Specialist - SPX Express

1. FLM Performance Management

• Own the FLM performance framework: define KPIs, key drivers and targets for First Mile (pickup success, pickup lead time, on-time handover) and Last Mile (delivery success, on-time delivery, first-attempt rate, failed delivery/return rate, rider productivity, cost per order).
• Build and maintain performance dashboards and regular reports (daily / weekly / monthly) at hub, region and national level run performance reviews (WBR/MBR) with Ops leadership.
• Monitor performance, detect deviations early, and deep-dive root causes of underperforming hubs/regions drive corrective action plans with ROM/Hub leads and track to closure.
• Benchmark hubs and regions, set improvement targets, and lead bottom-performer improvement programs.
• Partner with BI and Product to standardize metric definitions, data sources and reporting logic.

2. Project Management (PMO)

• Lead FLM improvement projects end-to-end: problem scoping, business case, planning, pilot, nationwide rollout and post-implementation review.
• Embed project management standards and tools across initiatives (project charter, timeline, RACI, risk/issue log, project health dashboard).
• Facilitate executive-level and working-level meetings with structured documentation (meeting minutes, action logs) and accountability tracking.

Key project areas:

• Hub Capacity & Productivity: improve hub throughput, labor efficiency, layout and manpower planning.
• Speed & Reliability: reduce pickup and delivery lead time, improve on-time and first-attempt success.
• Cost Efficiency: optimize cost per order through rider productivity, zone/route design and resource allocation.

3. Process Design & Standardization

• Analyze FLM workflows (pickup, hub inbound, sorting, dispatch, delivery, failed delivery & returns, COD handover) to identify process gaps and inefficiencies.
• Design, document and implement SOPs and process improvement frameworks across regions lead pilot runs and process validation for new initiatives.

4. Coaching & Stakeholder Engagement

• Support and share knowledge with team members and hub/regional stakeholders to strengthen performance ownership and problem-solving capabilities.
• Act as a thought partner to Ops, BI and Product teams, providing insight-driven recommendations to shape the project pipeline and investment priorities.

• 2+ years of experience in logistics, supply chain, operations, project management, consulting or related fields. Experience in First Mile / Last Mile, hub or e-commerce delivery operations is a strong plus.
• Strong analytical and problem-solving skills with a structured and proactive approach. Advanced Excel / Google Sheets SQL or BI tools (Looker Studio, Power BI) is a plus.
• Proven experience building KPI frameworks, dashboards and performance reports.
• Strong project management capabilities with experience handling multiple complex projects in fast-paced environments.
• Demonstrated ability to influence stakeholders at various levels and drive alignment across departments without formal authority.
• Excellent written and verbal communication skills. Presenting in English is a plus.
• Self-starter mindset with high ownership and a bias for action