DHL—Senior Executive Operations

Job description

Description: About DHL Blue Dart Express India: 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, digitalization, 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.  Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.  We are proud to be consistently ranked among India’s Top 100 Great Places to Work, combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a 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-functional, succession planning and global career paths, and strong culture of recognition.   Position Overview: The BDO Coordinator is responsible for managing the day-to-day operations of multiple Blue Dart Offices (BDOs) across the assigned non-metro territory, ensuring consistent service delivery, operational compliance and customer satisfaction. The role oversees the functioning of BDO locations operated primarily through contractual manpower and acts as the primary Blue Dart representative responsible for operational governance, customer experience and service quality across the assigned geography. Reporting to the Area Operations Manager, the incumbent works closely with Service Centres, Pickup & Delivery Units (PUDs), Hub Operations and Customer Service teams to ensure seamless movement of shipments, adherence to operational standards and uninterrupted service continuity across all assigned BDOs. Job Purpose: To ensure efficient, safe and customer-centric operations across assigned Blue Dart Offices (BDOs) by driving operational excellence, service quality, contractor governance, customer satisfaction and compliance with organisational standards while strengthening Blue Dart's presence across non-metro markets. Key Roles & Responsibilities: BDO Operations Management - Manage the day-to-day operations of assigned Blue Dart Offices (BDOs) to ensure consistent execution of operational and customer service standards. - Ensure timely acceptance, processing, dispatch and delivery coordination of shipments across all assigned BDO locations. - Monitor daily operational performance and ensure adherence to service commitments, network timelines and operational procedures. - Coordinate with Service Centres, PUDs and Hub Operations to ensure seamless shipment movement across the network. - Ensure operational readiness of all assigned BDOs in terms of manpower, infrastructure, equipment and operational supplies. Customer Service & Retail Operations - Ensure a high standard of customer service across all assigned BDOs by delivering a professional and consistent customer experience. - Support resolution of customer enquiries, complaints and service exceptions within defined turnaround timelines. - Monitor customer feedback and service performance to improve customer satisfaction and Net Promoter Score (NPS). - Ensure accurate booking of shipments, documentation, billing and cash handling processes across all BDO locations. - Promote adherence to Blue Dart's customer service standards and brand image across the assigned territory. Territory Operations & Network Coordination - Coordinate daily shipment movement between BDOs, Service Centres and Pickup & Delivery Units to ensure timely network connectivity. - Monitor shipment visibility, operational exceptions and service disruptions and drive timely resolution. - Support operational planning during peak periods, seasonal demand and network changes. - Conduct regular visits to assigned BDO locations to review operational performance, infrastructure readiness and service quality. - Ensure consistent execution of operational standards across all assigned locations irrespective of geographical spread. Operational Governance & Compliance - Ensure all assigned BDOs operate in compliance with Blue Dart's operational policies, Standard Operating Procedures (SOPs), statutory requirements and security guidelines. - Conduct regular operational audits and site visits to ensure adherence to process, infrastructure, branding and customer service standards. - Monitor shipment handling, documentation, cash management and operational records to ensure complete accuracy and compliance. - Ensure timely closure of audit observations, operational exceptions and compliance gaps across all assigned BDOs. - Promote a culture of operational discipline, integrity, safety and accountability across all BDO locations. Contractor & Site Management - Provide functional guidance and day-to-day operational support to contractual manpower deployed across assigned BDOs. - Ensure adequate manpower availability to support daily business operations and escalate resource gaps where required. - Monitor attendance, productivity, grooming, discipline and adherence to Blue Dart's service standards by contractual staff. - Ensure all BDO infrastructure, operational equipment, IT assets and branding elements are maintained in good working condition. - Coordinate with internal support functions for timely resolution of facility, IT and infrastructure-related issues. Revenue Assurance & Operational Controls - Ensure accurate shipment acceptance, booking, documentation and billing processes across all BDO locations. - Monitor cash handling, daily reconciliations, COD collections and operational records to ensure complete financial integrity. - Drive compliance with shipment scanning, documentation and operational controls to eliminate revenue leakage. - Ensure accountability for operational assets, handheld devices, stationery and company property across assigned BDOs. - Report and escalate operational discrepancies, financial irregularities or process deviations immediately in accordance with company policies. Teamwork & Stakeholder Collaboration - Work closely with Area Operations Managers, Service Centre teams, PUD Operations, Customer Service, Sales and Hub Operations to ensure seamless end-to-end execution. - Build strong working relationships with contractual staff, customers and local stakeholders to strengthen operational effectiveness. - Support branch initiatives, new service launches and operational improvement programmes across the assigned territory. - Ensure timely communication and coordination during operational disruptions, peak business periods and network changes. - Promote a collaborative, customer-focused and solutions-oriented work environment across all assigned BDO locations. Continuous Improvement - Identify opportunities to improve productivity, service quality and operational efficiency across assigned BDOs. - Drive implementation of standardised operating practices to ensure consistency across all locations. - Encourage adoption of digital tools and operational best practices to improve service delivery and customer experience. - Support implementation of regional operational initiatives and transformation programmes. - Foster a culture of integrity, teamwork, continuous learning and continuous improvement while representing the Blue Dart brand across the assigned territory. Qualifications & Experience: Education: - Graduate in any discipline is mandatory. - Degree or certification in Logistics, Supply Chain Management, Operations Management or Business Administration will be an added advantage. Experience: - 3–5 years of experience in courier, express logistics, transportation, branch operations or field operations. - Experience in managing customer-facing operations, shipment processing and operational compliance across multiple locations. - Exposure to first-mile and last-mile operations, service centre operations or retail logistics operations will be preferred. - Experience in coordinating contractual manpower, customer service and operational governance in geographically dispersed locations. - Ability to work independently while managing multiple stakeholders across assigned territories. Skills & Capabilities: Technical Skills: - BDO & Field Operations Management - Customer Service & Relationship Management - Shipment Booking & Operational Processes - Cash Handling & Revenue Assurance - Operational Compliance & Governance Skills: bdo operations management, customer service, shipment booking, operational compliance, cash handling, revenue assurance, operational governance, contractor management, field operations management, shipment processing, operational audit, site management, network coordination, operational planning, process improvement, digital tools adoption, stakeholder collaboration, team leadership, service quality management, operational controls, retail logistics operations, first-mile operations, last-mile operations