Assistant Manager Workforce Operations

- Own the end-to-end workforce management function for on-ground fulfillment teams
- Source, onboard, and manage relationships with local third-party manpower providers, including SLA definition, performance tracking, and penalty enforcement
- Partner with commercial teams to support new partner pitches and conduct regular performance reviews for existing partners
- Enable on-ground supervisors with the right system access, tools, and performance dashboards to effectively manage daily operations
- Manage the picker ecosystem, including system access, logins, and permissions across multiple platforms and portals
- Own workforce budgeting and monthly shopper cost tracking in alignment with the local P&L
- Ensure accurate demand forecasting and optimize shift planning and scheduling to meet service levels efficiently
- Implement, monitor, and enforce SOPs across onboarding, training, performance management, and offboarding processes
- Drive picker performance management across key metrics such as fill rate, efficiency, attendance, and order quality
- Track and enforce picker attendance and uniform compliance (where applicable)
- Investigate, manage, and resolve on-ground workforce issues and disputes raised by partners
- Identify and implement process improvements and automation opportunities to reduce manual effort and optimize operating costs

- Experience in Workforce management (in store or regional scope)
- 2-3 years experience in ecommerce, grocery or retail operations
- Experience in building internal & external partner relationships- Clear communicator with functional teams (commercial, operations, data, logistics)
- Personable and empathic approach to ways of working
- Present complex data in a simple and compelling way to stakeholders; painting a picture of problem, scale/root cause of problem (data) and resolution "- Strong collaborator with the ability to build strong relationships with external partners
- Able to negotiate terms & navigate SLA that suit the overall business
- Confident in influencing external partners & ensuring that business is sustained with adequate manpower