Job Title

Service In-charge

Function

Regional Business

Reports To

Branch Operations Head

Location

Branch / Service Centre / BDO

Travel Required

25% ☐ 50% þ 75% ☐

About DHL Blue Dart Express India:

Blue Dart Express Limited , a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004.

Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.

We are proud to be consistently ranked among India’s Top 100 Great Places to Work , combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour.

If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong . Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition.

Position Overview:

The Service In-charge is responsible for managing the day-to-day operations of one or more assigned Service Centres, Branches or Business Delivery Offices (BDOs), ensuring safe, timely and cost-effective movement of shipments while consistently delivering high standards of operational performance and customer service.

Reporting to the Branch Operations Head, the role provides operational leadership across the assigned locations by driving service quality, shipment processing, pickup and delivery performance, workforce productivity, customer experience, operational compliance and financial controls. The incumbent works closely with internal stakeholders and external partners to ensure seamless execution of operations, adherence to organisational standards and continuous improvement in operational efficiency.

Job Purpose:

To manage the end-to-end operations of assigned Service Centres, Branches or BDOs by ensuring operational excellence, service quality, workforce effectiveness, customer satisfaction and compliance with organisational policies, while achieving productivity, cost and business performance objectives.

Key Roles & Responsibilities:

Service Centre Operations Management

Lead the day-to-day operations of assigned Service Centres, Branches and BDOs to ensure safe, efficient and timely execution of operational activities.
Ensure adherence to operational workflows, standard operating procedures (SOPs) and service quality standards.
Monitor daily operational performance and ensure achievement of shipment processing and delivery commitments.
Drive operational discipline and ensure seamless coordination across all operational activities.
Ensure readiness of manpower, infrastructure and operational resources to support business requirements.

Shipment Processing & Distribution Management

Monitor inbound and outbound shipment processing, scanning, sorting, dispatch and reconciliation activities.
Review shipment pre-alerts and plan operational activities to ensure timely processing and deliveries.
Ensure timely allocation of delivery sheets, handheld devices and operational resources.
Monitor delivery performance and proactively minimise undelivered shipments, return-to-origin (RTO) cases and operational exceptions.
Coordinate with Hub Operations, Origin locations and Customer Service teams to resolve shipment-related issues.

Customer Service & Exception Management

Ensure timely resolution of operational exceptions impacting customer deliveries.
Coordinate with Customer Service teams to provide prompt resolution of customer complaints and service issues.
Monitor exception cases and ensure timely follow-up with all stakeholders.
Ensure accurate and timely status updates in operational systems.
Drive service quality initiatives to enhance customer satisfaction and operational reliability.

Workforce & Resource Management

Lead, guide and support operational employees and outsourced workforce across assigned locations.
Conduct regular operational briefings and allocate responsibilities to ensure effective execution.
Ensure optimum deployment of manpower, delivery resources and operational equipment.
Monitor employee attendance, productivity and operational discipline.
Support capability development through coaching, on-the-job guidance and adherence to training programmes.

Financial & Administrative Controls

Ensure accurate reconciliation and accounting of Cash on Delivery (COD) collections, customer documents and operational records.
Monitor branch operating expenses and ensure prudent utilisation of resources in line with approved budgets.
Maintain accountability of operational assets including handheld devices, scanners, vehicles and other equipment.
Ensure timely completion of branch administration, documentation, reporting and statutory records.
Coordinate with Finance and other support functions to resolve operational and administrative issues.

Safety & Compliance

Ensure compliance with all organisational policies, operational SOPs and statutory regulations governing branch operations.
Promote a culture of safety by ensuring adherence to security, road safety and workplace safety standards.
Support periodic operational, security and quality audits and ensure timely closure of audit observations.
Ensure proper handling of shipments, operational assets and customer consignments to minimise operational risks.
Drive compliance with company initiatives related to ethics, governance and risk management.

Operational Governance & Performance Management

Monitor key operational performance indicators including service quality, productivity, shipment accuracy and delivery performance.
Prepare and review operational MIS, productivity reports and performance dashboards for assigned locations.
Identify operational bottlenecks and implement corrective actions to improve efficiency and service reliability.
Coordinate with cross-functional teams including Customer Service, Sales, Network Operations and Hub Operations to ensure seamless execution.
Escalate operational risks, capacity constraints and service issues in a timely manner while driving sustainable solutions.

Continuous Improvement

Identify opportunities to improve operational productivity, cost efficiency and service quality across assigned locations.
Support implementation of process improvements, automation initiatives and operational best practices.
Encourage a culture of continuous learning, accountability and operational excellence within the team.
Participate in business improvement projects and network initiatives to strengthen operational capability.
Drive standardisation of processes to ensure consistent service delivery across all assigned branches and service centres.

Qualifications & Experience:

Education :

Bachelor's Degree in any discipline.
Certification or Diploma in Logistics, Supply Chain Management or Operations Management will be an added advantage.

Experience :

5–8 years of experience in courier, express logistics, transportation, supply chain or distribution operations.
Proven experience in managing branch, service centre or last-mile operations.
Experience in leading frontline operational teams and coordinating with cross-functional stakeholders.
Exposure to customer service, operational compliance, productivity management and performance reporting.
Working knowledge of operational systems, shipment tracking platforms and Microsoft Office applications.

Skills & Capabilities:

Technical Skills:

Branch & Service Centre Operations Management
Pickup & Delivery Operations
Shipment Processing & Distribution Management
Workforce Planning & Resource Utilisation
Customer Service & Exception Management
Operational MIS & Performance Reporting
Cost & Resource Management
Safety, Security & Regulatory Compliance
Process Improvement & Operational Excellence
Microsoft Office & Operational Systems

Key Competencies:

Operational Leadership
Customer Centricity
Planning & Organising
Decision Making
Problem Solving & Analytical Thinking
Team Leadership & People Development
Collaboration & Stakeholder Management
Accountability & Ownership
Adaptability & Resilience
Continuous Improvement Mindset

Key Performance Indicators:

KRAs

KPIs

Service Performance

On-Time Delivery %, Shipment Processing Accuracy, Service Level Adherence

Customer Experience

Customer Complaint Resolution TAT, Service Recovery Effectiveness, Customer Satisfaction

Operational Productivity

Manpower Productivity, Vehicle Utilisation, Resource Optimisation

Shipment Management

Reduction in Undelivered Shipments, RTO Control, Exception Management

Financial Controls

COD Reconciliation Accuracy, Expense Control, Asset Accountability

Compliance & Safety

Audit Compliance, SOP Adherence, Safety & Security Compliance

People Management

Team Productivity, Employee Development, Attendance & Discipline

Continuous Improvement

Process Improvement Initiatives, Operational Efficiency, Cost Optimisation

Why join DHL Blue Dart?

When you join us, you’re not just taking a job—you’re becoming part of a purpose-led movement that’s reshaping the future of logistics across India and the world. At Blue Dart, we don’t just deliver parcels—we deliver excellence, innovation, and opportunity every day.

Here’s what makes us stand out:

Great Place to Work® Certified —a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.
Competitive pay and performance-linked rewards that truly recognize your impact.
Structured learning, global exposure , and on-the-job coaching to help you grow faster than ever.
Best-in-class benefits —from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.
A culture that celebrates diversity, innovation, and bold thinking —where your voice is heard and your contributions matter.
Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.
The pride of working with India’s most awarded logistics brand , trusted by millions and driven by purpose.

This is your chance to do meaningful work, build a career without borders, and thrive in a company that’s not just a logistics leader—but a Great Place to Work. Come grow with us.

Disclaimer:
At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB).

Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Any such request is fraudulent and unauthorized.

Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to bdjobs@bluedart.com .

Executive Operations (ASQ)

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