Workforce Management - Team Lead - Operational Excellence, Scommerce

About the team

The Manpower Lead is responsible for managing outsourced warehouse manpower across multiple agencies. This role ensures strong agency partnerships, operational accountability, commercial governance, and compliance with labor regulations for non-full-time agents in the e-commerce warehouse environment. The lead oversees vendor relations, manages incentives, penalties, claims, and supports warehouse operations by ensuring a reliable and compliant workforce.

What you'll do

Agency Partnerships & Vendor Management

• Manage vendor selection, onboarding, performance evaluation, scorecards, and quarterly business reviews.
• Monitor agency KPIs, including fill rate, agent quality, attendance, attrition, and operational reliability.
• Negotiate contracts, billing terms, and incentive/penalty structures with agencies.

 

Commercial Governance

• Oversee timely agent payroll and incentives via regular agency engagement
• Manage agency claims related to damaged, expired, or missing items caused by agents.
• Ensure alignment with statutory wage updates and corporate payroll policies.

 

Behavioral Insights & Workforce Quality

• Analyze attrition, absenteeism, and agent performance to identify root causes and recommend interventions.
• Implement initiatives to improve workforce engagement, retention, and agency agent quality.
• Partner with agencies to enhance recruitment, profiling, and onboarding processes.

 

Compliance & Risk Management

• Ensure all manpower operations comply with labor regulations and corporate standards.
• Support resolution of workforce-related issues in coordination with agencies and internal teams.
• Maintain documentation and audit trails for workforce governance and compliance purposes.

 

Operational Support

• Collaborate with warehouse operations to ensure agent supply reliability and adherence to process standards.
• Support performance monitoring, attendance tracking, and operational issue resolution.
• Provide insights to Ops on workforce quality, incentive performance, and behavioral trends.

Requirements

• Bachelor’s degree in Business, HR, Industrial Engineering, Psychology, or related field.
• 5+ years of experience in workforce management, vendor management, manpower outsourcing, or warehouse operations (e-commerce preferred).
• Strong understanding of commercial governance (payroll, incentives, billing), agency operations, and labor compliance.
• Knowledgeable in labor laws, regulatory requirements, and contracting rules.
• Analytical and data-driven, with experience in workforce KPI reporting.
• Strong negotiation, communication, and stakeholder management skills.