Operation Executive : SOL
Blue Dart
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Job summary
Blue Dart is seeking a Service In-charge to manage day-to-day operations at one or more Service Centres, Branches or BDOs. You will ensure safe, timely shipment handling, adherence to SOPs, and strong customer service while leading a frontline team across locations.
The role reports to the Branch Operations Head and involves coordinating with internal and external stakeholders for continuous improvement. The ideal candidate will have 5–8 years in courier/logistics operations, a Bachelor’s
Qualifications
- Bachelor’s degree in any discipline.
- 5–8 years of experience in courier, express logistics, transportation, or distribution operations.
- Experience in leading frontline operational teams and coordinating with cross-functional stakeholders.
Responsibilities
- Lead day-to-day operations of one or more Service Centres, Branches or BDOs.
- Ensure adherence to SOPs and service quality standards.
- Monitor shipment processing, pickup and delivery performance.
- Coordinate with internal teams and external partners to ensure seamless execution.
Skills
Education
Tools
Job description
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, digitalisation, 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.
Service In-charge
Regional Business
Branch Operations Head
Branch / Service Centre / BDO
25% 50% 75%
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.
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Bachelor’s Degree in any discipline.
- Certification or Diploma in Logistics, Supply Chain Management or Operations Management will be an added advantage.
- 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.
- 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
- 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
- 1. Service Performance: On-Time Delivery %, Shipment Processing Accuracy, Service Level Adherence
- 2. Customer Experience: Customer Complaint Resolution TAT, Service Recovery Effectiveness, Customer Satisfaction
- 3. Operational Productivity: Manpower Productivity, Vehicle Utilisation, Resource Optimisation
- 4. Shipment Management: Reduction in Undelivered Shipments, RTO Control, Exception Management
- 5. Financial Controls: COD Reconciliation Accuracy, Expense Control, Asset Accountability
- 6. Compliance & Safety: Audit Compliance, SOP Adherence, Safety & Security Compliance
- 7. People Management: Team Productivity, Employee Development, Attendance & Discipline
- 8. Continuous Improvement: Process Improvement Initiatives, Operational Efficiency, Cost Optimisation
- 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 recognise your impact.
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