Manager - Operations - IAH

Blue Dart Express Limited, a listed company, isa leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range oflogisticssolutions.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-pacedlogisticsenvironment 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,leveragingthis globallogisticsleader's network across 220 countries and territories to provide comprehensive express andlogisticssolutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grownlogisticsplayer with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.

We are proud to be consistently ranked amongIndia's Top 100 Great Places to Work, combining it with DHL Group's Top Employer certification. Being anEmployer of Choiceis not just a goalit'sa 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-fu nctional, succession planning and global career paths, and strong culture of recognition.

The Manager - Operations (Area 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.

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.

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.

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.

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 pr oductivity 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.

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.

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.

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.

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.

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.