JOB TITLE

Senior Executive – Operations

Function: Operations

Reports To: Area Head

Location: Lucknow

Travel Required: 50% ☑ 75% ☐

Position Overview

The Senior Executive – Operations is responsible for managing the end-to-end operations of a designated city comprising multiple Service Centres and Customer Service Counters, ensuring consistent delivery of Blue Dart's service commitments through operational excellence, customer focus and effective people leadership.

The role is accountable for driving operational performance across approximately 8–12 Service Centres and Counters by ensuring safe, timely and cost-effective pickup and delivery operations, superior customer experience, adherence to service quality standards, productivity improvement, operational governance and regulatory compliance. Working closely with the Area Head and cross-functional stakeholders, the incumbent is responsible for building a high-performing operations team, strengthening operational discipline, enhancing network capability and delivering sustainable business performance while supporting Blue Dart's growth objectives.

Job Purpose

To lead and manage the operational performance of multiple Service Centres and Counters within the assigned city by delivering industry-leading service quality, operational efficiency, customer satisfaction and cost optimization through effective leadership, operational governance, workforce management, continuous improvement and adherence to Blue Dart's operational standards and values.

Key Roles & Responsibilities

1. Operational Leadership & Service Centre Governance

• Lead the overall operations of multiple Service Centres and Customer Service Counters within the assigned city, ensuring seamless day-to-day execution of pickup, delivery and customer service activities.
• Drive operational excellence by ensuring consistent adherence to Blue Dart's operational standards, policies and Standard Operating Procedures across all assigned locations.
• Establish strong operational governance through structured daily, weekly and monthly business reviews with Service Centre teams.
• Monitor operational performance through dashboards, MIS reports and operational scorecards, taking timely corrective actions wherever required.
• Ensure operational readiness across all locations to effectively manage daily volumes, seasonal peaks and business contingencies.
• Conduct regular field visits to Service Centres and Counters to review infrastructure, operational processes, customer service standards and employee engagement.

2. Service Delivery & Customer Experience

• Ensure timely pickup and delivery of customer shipments in accordance with committed transit times, service standards and contractual obligations.
• Drive achievement of key service quality metrics including Net Service Levels (NSL), On-Time Delivery, First Attempt Delivery, Transit Time adherence and reduction in shipment exceptions.
• Ensure effective management of undelivered shipments, Return to Origin (RTO), aging shipments and customer escalations through timely operational intervention.
• Work closely with Customer Service and Commercial teams to resolve operational issues impacting customer satisfaction.
• Strengthen customer confidence by ensuring consistent operational reliability, responsiveness and service recovery.
• Promote a customer-centric culture across Service Centres by reinforcing service excellence and accountability at every level.

3. Operational Productivity & Cost Management

• Drive productivity improvement across all Service Centres through optimum deployment of manpower, vehicles and operational resources.
• Monitor operational cost indicators including Operating Cost per Movement (OCPM), Operating Cost per Kilogram (OCPK) and other productivity measures, implementing corrective actions to improve operational efficiency.
• Support preparation and execution of operational budgets in collaboration with the Area Head while ensuring effective control over operating expenses.
• Improve workforce productivity through effective planning, workload balancing and operational optimization.
• Identify opportunities for cost reduction without compromising customer experience or service quality.
• Ensure effective utilization of operational assets, equipment and infrastructure across all assigned locations.

4. Last Mile Operations & Network Execution

• Ensure efficient execution of pickup and delivery operations across the assigned city through effective planning and operational coordination.
• Monitor route performance, delivery productivity, pickup efficiency and vehicle utilization to maximize operational effectiveness.
• Ensure timely connectivity of customer shipments into the Blue Dart network through effective coordination with upstream operational functions.
• Drive continuous improvement in delivery performance, shipment visibility and operational turnaround times.
• Ensure smooth execution during high-volume periods through proactive capacity planning and resource deployment.
• Support implementation of new operational initiatives, customer solutions and service enhancements within the assigned geography.

5. Infrastructure, Capacity & Operational Readiness

• Continuously assess operational capacity of Service Centres and Counters against current and projected business volumes.
• Identify infrastructure enhancement opportunities to support business growth and improve customer experience.
• Recommend facility upgrades, layout improvements, equipment requirements and operational enhancements to the Area Head.
• Ensure Service Centres maintain high standards of housekeeping, asset maintenance, operational readiness and workplace organization.
• Drive implementation of 5S and workplace improvement initiatives across all operational locations.
• Ensure business continuity through contingency planning, backup arrangements and operational preparedness.

6. Vendor & Channel Partner Operations

• Monitor operational performance of outsourced delivery partners, PDAs, RSPs and other channel partners supporting the assigned city.
• Ensure vendor operations comply with Blue Dart's operational standards, customer commitments and safety requirements.
• Monitor productivity, service quality, attendance, compliance and performance of outsourced resources.
• Conduct regular operational reviews with vendors to drive continuous improvement and operational accountability.
• Ensure contractual obligations, service level commitments and operational deliverables are consistently achieved.
• Work closely with Procurement, HR and other support functions to address vendor-related operational challenges.

7. Safety, Security & Compliance

• Foster a strong culture of safety, operational discipline and compliance across all assigned Service Centres and Counters.
• Ensure strict adherence to operational SOPs, security protocols, statutory requirements and company policies.
• Ensure safe handling, storage and movement of customer shipments while minimizing operational risk.
• Drive awareness and compliance relating to workplace safety, security procedures and emergency response protocols.
• Conduct regular operational audits and inspections to identify compliance gaps and implement corrective actions.
• Promote ethical conduct, integrity and zero tolerance towards fraud, theft, shipment pilferage, operational malpractice and policy violations.
• Ensure all operational assets, customer shipments and company property are adequately safeguarded.

8. People Leadership & Capability Development

• Lead, motivate and develop Service Centre In-charges, Shift In-charges and frontline operations teams to achieve operational excellence.
• Build a high-performance culture driven by accountability, collaboration, customer focus and continuous improvement.
• Conduct regular performance reviews, coaching sessions and developmental discussions with direct reports.
• Identify high-potential employees and support succession planning across operational locations.
• Ensure adequate manpower planning and resource availability across all assigned Service Centres.
• Drive employee engagement initiatives that strengthen morale, teamwork and organizational commitment.
• Promote regularity, punctuality, professional grooming, discipline and adherence to Blue Dart's Code of Conduct across all operational teams.
• Facilitate implementation of technical, behavioural, safety and compliance training programmes to continuously enhance workforce capability.

9. Operational Governance, Analytics & Continuous Improvement

• Review operational dashboards and performance metrics to identify trends, operational risks and improvement opportunities.
• Drive data-based decision-making through effective use of operational MIS and performance analytics.
• Lead continuous improvement initiatives focused on productivity, quality, customer experience and operational efficiency.
• Simplify operational processes through standardization, automation and adoption of best practices wherever feasible.
• Ensure timely submission and accuracy of operational reports, statutory records and management information.
• Share operational best practices across locations to improve consistency and drive execution excellence.

10. Cross Functional Collaboration

• Partner closely with Commercial, Customer Service, HR, Security, Finance, Engineering, Fleet, Procurement and other support functions to ensure smooth business operations.
• Support business expansion initiatives, customer onboarding, network optimization and strategic operational projects.
• Collaborate with Area Head in executing operational priorities and achieving business objectives.
• Represent Operations in cross-functional reviews, audits, customer meetings and operational governance forums whenever required.
• Build strong relationships with internal and external stakeholders to strengthen operational performance and organizational effectiveness.

Qualifications & Experience:

Education

• Bachelor's Degree in Business Administration, Logistics, Supply Chain Management, Commerce, Engineering or a related discipline.
• MBA or Post Graduate qualification in Operations, Supply Chain Management or Business Management will be an added advantage.

Experience

• 6–8 years of experience in courier, express logistics, transportation, warehousing or supply chain operations.
• Experience managing multiple Service Centres, Counters or city operations with responsibility for operational performance and people leadership.
• Proven experience in Pickup & Delivery Operations, Service Centre Operations, workforce planning and service quality management.
• Demonstrated ability to drive productivity, operational excellence, cost optimization and customer satisfaction.
• Experience in managing outsourced workforce, operational vendors and channel partners will be an advantage.

Skills & Capabilities:

Technical Skills

• Multi-Site Operations Management
• Service Centre & Counter Operations
• Pickup & Delivery Operations
• Workforce Planning & Productivity Management
• Customer Service & Service Quality Management
• Cost Optimization & Budget Monitoring
• Vendor & Channel Partner Management
• Operational MIS & Performance Analytics
• Safety, Security & Regulatory Compliance
• Process Improvement & Operational Excellence

Behavioural Competencies

• Operational Leadership
• Customer Focus
• Decision Making
• Planning & Organising
• Team Leadership & Coaching
• Stakeholder Management
• Problem Solving
• Results Orientation
• Integrity & Ethical Conduct
• Operational Discipline
• Collaboration & Teamwork
• Continuous Improvement Mindset

Key Performance Indicators:

Sr. No.	Key Result Areas	Key Performance Indicators (KPIs)
1	Cost Efficiency	Achievement of OCPM & OCPK targets; Budget adherence
2	Service Excellence	Net Service Levels (NSL); On-Time Delivery; Transit Time adherence
3	Customer Experience	NPS achievement; Customer complaint resolution; Reduction in service escalations
4	Operational Productivity	Shipment productivity; Workforce utilization; Service Centre performance
5	Vendor & Channel Partner Performance	Operational performance of PDAs, RSPs and Delivery Associates against agreed service levels
6	Safety & Compliance	SOP adherence; Audit compliance; Statutory and security compliance
7	People Leadership	Employee productivity; Training & capability development; Attrition management
8	Continuous Improvement	Process improvement initiatives; Operational efficiency and productivity enhancement