Job Title: Service Center Head - Operations

About Blue Dart Express India

Blue Dart Express India, a leader in the logistics and express delivery sector, is part of the DHL Group. We provide reliable, time-sensitive delivery solutions to over 37,000+ locations across the country. Our robust domestic network and unmatched infrastructure position Blue Dart as a critical player in India's logistics industry. We pride ourselves on innovation, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced and ever-evolving logistics environment.

Position Overview

The Service Center Head oversees all inbound and outbound operations at the Service Center. The role ensures timely, accurate, and profitable delivery of DP/Etail/INTL shipments to customers while driving operational efficiency, service quality, and employee engagement.

Job Purpose

Lead the Service Center's daily operations to ensure safe, timely, and profitable delivery of shipments.
Drive operational excellence by monitoring performance, optimizing costs, and ensuring adherence to regulatory compliance and SOPs.
Build and maintain a highly engaged and capable team to support organizational goals.

Key Responsibilities

Operational Excellence:

Supervise daily inbound and outbound operations, ensuring first and last-mile connectivity.
Monitor load patterns to optimize delivery and pickup schedules.
Oversee regulatory compliance, ensuring accurate documentation and resolution of exceptions.
Ensure safe handling and delivery of shipments, minimizing RTO and undelivered instances.
Manage vehicle availability and service provider coordination.
Conduct daily briefings and drive adherence to operational workflows and SOPs.

People Management:

Provide direction and support to employees, fostering a performance-driven culture.
Monitor team performance, mentor subordinates, and build a robust succession pipeline.
Conduct regular staff training to enhance operational capabilities.
Ensure adequate staffing to meet operational demands.

Key Competencies & Skills

Technical Skills:

Strong understanding of logistics operations, including first and last-mile connectivity.
Proficiency in using logistics management software and systems for monitoring workflows and exceptions.
Knowledge of regulatory requirements, including e-waybill compliance.
Ability to analyse operational data and identify areas for improvement.

Behavioural Skills:

Leadership: Proven ability to lead and inspire teams in a high-pressure environment.
Problem-Solving: Strong aptitude for resolving operational issues efficiently.
Communication: Clear and concise communication skills to engage employees and external stakeholders.
Collaboration: Builds strong relationships across teams and geographies.

Qualifications

Education:

Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field (mandatory).
A master's degree or professional certification in logistics or supply chain management is preferred.

Experience:

Minimum 3+ years of experience in logistics, transportation, or supply chain management.

Key Performance Indicators (KPIs)

Key Result Areas	KPIs
Optimize costs in the Service Center	% reduction in OCPK and OCPM, PDA/MPC productivity, adherence to vehicle cost thresholds.
Drive service quality and excellence	Timely connectivity (% compliance), status updates (% compliance), exceptions closed (TAT).
Ensure Security of Shipments	Number of unresolved security-related cases.
Ensure Regulatory Compliance	Compliance with regulatory requirements and paperwork.
Drive Operational Process Efficiency	% increase in productivity (shipments/employee).
Support Employee Capability Building	% of key positions with identified successors.
Drive Employee Morale and Engagement	Empl oyee attrition (%).

Senior Executive - Operations