Manager - First Choice, HQC
Deutsche Post
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Job summary
Blue Dart Express Limited is seeking a Manager – First Choice at the Head Office in Mumbai. The role drives continuous improvement using Lean Six Sigma, coaching cross-functional teams, and delivering measurable benefits across locations.
You will oversee ISO 9001 processes, risk management, and business continuity planning while building a robust First Choice program with training and governance. Strong leadership and data-driven decision making are essential.
Qualifications
- Essential: Graduate in any field; postgraduate/Certification in Six Sigma preferred.
- 6–8 years in process improvement or Lean/Six Sigma, ideally in logistics.
- Strong communication and cross-functional collaboration.
Responsibilities
- Lead First Choice initiatives across locations to improve process efficiency.
- Align projects with organizational goals to boost profitability and customer satisfaction.
- Develop a culture of continuous improvement through training and campaigns.
- Monitor KPIs and report progress to senior management.
Skills
Education
Tools
Job description
Manager – First Choice
Organisational Excellence
Head - Organization Excellence
Head Office, Mumbai
25% þ 50% ☐ 75% ☐
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.
The Manager – First Choice is responsible for driving Blue Dart's continuous improvement agenda by leading the implementation of First Choice initiatives across the organization. The role focuses on enhancing operational efficiency, service quality, customer experience, and business performance through the application of Lean and Six Sigma methodologies. The incumbent will partner with cross-functional teams to identify improvement opportunities, lead transformation projects, build continuous improvement capabilities through coaching and training, and ensure measurable business outcomes aligned with the organization's strategic objectives.
The Manager – First Choice is responsible for leading and driving the implementation of First Choice measures across all locations. This role involves utilizing Six Sigma and Lean methodologies to improve service quality, enhance customer experience, and achieve process improvements. The incumbent will provide coaching on continuous improvement projects, data-driven solutions, and roadmaps, focusing on customer centricity and driving organizational change.
- Drive the implementation of First Choice initiatives across locations to improve process efficiency and customer service levels.
- Align First Choice and process improvement projects with organizational goals to maximize profitability, customer satisfaction, and operational excellence.
- Identify and prioritize high-impact initiatives with stakeholders, ensuring all projects are documented with clear milestones, baseline, and approvals.
- Develop a culture of continuous improvement through awareness programs, training, and campaigns.
- Prioritize process improvements that result in cost reductions and increased revenue for the organization.
- Analyze business processes to suggest improvements that lead to cost savings and process efficiencies.
- Generate Net Benefit and ROI reports to measure project success and improvements.
- Collaborate with regional teams to execute First Choice programs effectively across locations.
- Collaborate with relevant stakeholders to ensure First Choice programs leverage the latest tools and methodologies.
- Monitor and report on project timelines and deliverables to senior management, ensuring proper communication of First Choice initiatives across the organization.
- Coordinate with Regional Management to ensure cross-departmental involvement in process improvement projects.
- Mentor business teams and provide coaching on First Choice methodologies.
- Organize and execute FC training programs, workshops, and awareness campaigns to enhance employee skills and promote continuous improvement.
- Maintain regular communication regarding First Choice developments and progress through internal channels such as newsletters and workshops.
- Ensure proper project tracking and documentation of timelines, milestones, and outcomes.
- Organize and manage First Choice events such as awareness weeks and workshops.
- Oversee and support administrative aspects of First Choice training and certification programs.
- Serve as the organization's ISO 9001 Management Representative / Process Excellence Lead.
- Maintain and continuously improve the Quality Management System (QMS).
- Ensure compliance with ISO 9001 requirements across all functions.
- Coordinate internal and external audits and certification activities.
- Manage corrective and preventive actions (CAPA) and ensure timely closure.
- Facilitate management reviews and report QMS performance metrics.
- Drive process standardization, documentation, and governance.
- Monitor customer feedback, complaints, and quality-related KPIs.
- Develop, implement, and maintain the organization's Business Continuity Framework.
- Conduct Business Impact Assessments (BIA) and risk assessments.
- Develop and periodically review business continuity and disaster recovery plans.
- Coordinate crisis management and incident response preparedness.
- Organise business continuity drills, simulations, and testing exercises.
- Ensure critical business processes have documented recovery procedures.
- Monitor regulatory and customer requirements related to resilience and continuity.
- Provide regular updates to leadership on continuity readiness and risks.
- Lead the organization's Lean Six Sigma strategy and deployment.
- Identify, prioritize, and govern improvement projects aligned to business objectives.
- Facilitate DMAIC, Kaizen, Lean, and process improvement initiatives.
- Build organizational capability through Lean Six Sigma training and certification programs.
- Establish performance dashboards and process control mechanisms.
- Drive waste reduction, productivity improvement, cost optimization, and service excellence initiatives.
- Apply statistical tools, control charts, process capability analysis, and root-cause problem solving.
- Measure and track benefits realization from improvement projects.
- Essential: Graduate in any field
- Preferred: Postgraduate/Certification in Six Sigma (Green/Black Belt) or a related domain
- Required: 6-8 years of experience in process improvement, Six Sigma, Lean, or related continuous improvement methodologies, ideally in a logistics or customer service environment.
- Preferred: Experience in leading or managing large-scale projects, especially with a logistics service provider or in consulting roles using Lean/Six Sigma.
- Proficiency in Six Sigma tools (DMAIC, Kaizen, SPC, etc.) and methodologies.
- Familiarity with statistical tools like Sigma XL or MINITAB is a plus.
- Strong MS Office skills (Excel, PowerPoint, Word).
- Experience in training facilitation and project management tools.
- Process Improvement: Expertise in identifying and driving process improvements using Lean and Six Sigma methodologies.
- Project Management: Ability to manage multiple projects, ensuring timely execution and adherence to objectives.
- Analytical Skills: Strong ability to analyze data and identify areas for improvement in processes.
- Collaboration: Ability to work across functions and build consensus on process improvements.
- Problem-Solving: Expertise in addressing operational inefficiencies and finding solutions.
- Communication: Excellent written and verbal communication skills for reporting and stakeholder management.
- Process Efficiency: Number of projects successfully completed with measurable improvements.
- Customer Satisfaction: Improvement in service quality and customer satisfaction levels.
- Cost Savings: Percentage reduction in operational costs through process improvement.
- Training Effectiveness: Number of employees successfully trained on First Choice methods.
- Project Timeliness: Percentage of projects completed on time and within the established milestones.
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— a Great Place to Work. Come grow with us.
At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and
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