Manager – First Choice, HQC

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.

First Choice Strategy and Process Improvement

• 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.

Financial and Operational Excellence

• 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.

Stakeholder Collaboration and Reporting

• 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.

Training and Development

• 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.

Project Management and Administration

• 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.

Quality Management System (ISO 9001)

• 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.< /span>
• Facilitate management reviews and report QMS performance metrics.
• Drive process standardization, documentation, and governance.
• Monitor customer feedback, complaints, and quality-related KPIs.

Business Continuity Management (BCM/BCP)

• 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.
• Organize 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.

Lean Six Sigma & Operational Excellence

• 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.

Education:

• Essential: Graduate in any field
• Preferred: Postgraduate/Certification in Six Sigma (Green/Black Belt) or a related domain

Experience Level

• 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.

Technical Skills and System Knowledge

• 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.

Core Competencies

• 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.

Behavioural Competencies

• 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-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 [Confidential Information].