DHL—Regional RSP / BDO Manager- BRO

Job description

Description: Job Title Regional Manager – RSP / BDO Operations Function Operations Reports To Regional Operations Head Location Regional HQ (multi-state coverage) Travel Required 25% ☐ 50% þ 75% ☐ About DHL Blue Dart Express India: At Blue Dart, we go beyond delivering shipments—we deliver trust, precision, and excellence. As India’s most reliable express logistics provider, we empower commerce by reaching over 56,000+ locations across India and connecting to 220+ countries through our global DHL network. Backed by the strength of DHL Group, we bring together international standards with deep local expertise. Our dedicated Boeing freighter fleet, 12,000+ vehicles, and best-in-class service ensure time-definite delivery that businesses and customers count on every day. We are proud to be consistently ranked among India’s Top 100 Great Places to Work® and recognized as part of the DHL Group’s Top Employer certification across multiple regions. Being an Employer of Choice is not just a goal—it’s a fundamental part of who we are. We are committed to creating a workplace where people feel valued, empowered, and proud to belong. If you're looking to join a purpose-led, people-first organization that shapes India’s supply chain with integrity and care—Blue Dart is where you belong. Position Overview: The Regional Manager – RSP / BDO Operations role is accountable for the operational performance, service quality, governance and sustainability of the Regional Service Provider (RSP) and Blue Dart Office (BDO) network across multiple states and non-metro / remote markets. The network operates through a combination of franchise / service-partner locations, outsourced manpower and lean Blue Dart-operated offices, typically serving markets where shipment volumes do not require a full-scale Blue Dart facility. The role ensures that customers in these markets receive consistent Blue Dart service standards irrespective of whether operations are delivered through a partner, contractor-supported office or lean Blue Dart location. Owns regional governance of RSPs and BDOs covering pickup and delivery performance, shipment connectivity, operational compliance, partner capability, manpower productivity, customer experience, cost effectiveness and business continuity. Acts as the regional anchor between RSP / BDO locations and Area / Branch Operations, PUD, Hub, CPU, Customer Service, Commercial, Finance and other functions to ensure reliable service delivery across the extended network. Job Purpose: To build and govern a reliable, scalable and cost-efficient RSP / BDO operating network across Tier 2, Tier 3 and remote markets by strengthening partner performance, operational standards, service quality, network connectivity and compliance while ensuring sustainable Blue Dart presence in lower-volume geographies. Key Roles & Responsibilities: Regional RSP / BDO Network Leadership - Own and govern operational performance of RSP and BDO locations across the Region. - Establish consistent operating standards across franchise, outsourced and lean Blue Dart locations. - Translate regional operational priorities and service standards into location-level execution requirements. - Establish structured performance-review mechanisms across the RSP / BDO network. - Identify weak-performing locations and drive time-bound corrective action plans. - Ensure appropriate escalation and intervention for locations with recurring service, compliance or viability concerns. - Act as the regional SME for RSP / BDO operating models and remote-market operations. Partner & Franchise Operations Governance - Monitor operational performance of Regional Service Providers and franchise / channel partners against agreed service standards. - Ensure partners understand and adhere to Blue Dart operating processes, customer commitments and brand standards. - Establish partner scorecards covering service, productivity, quality, compliance and customer experience. - Conduct periodic operating and capability reviews with partners. - Drive corrective action where partner performance falls below defined standards. - Provide operational inputs for appointment, continuation, renewal, expansion or rationalisation of partners in coordination with relevant stakeholders. - Ensure business continuity during partner transitions or service disruptions. BDO & Remote Location Operations - Govern performance of Blue Dart Offices operating with lean Blue Dart manpower and predominantly outsourced resources. - Ensure BDOs maintain adequate operational capability despite lower shipment volumes and geographically dispersed locations. - Drive consistent pickup, delivery, shipment handling and customer-service standards. - Monitor location productivity and ensure manpower deployment remains aligned with business volumes. - Ensure adequate supervisory controls where direct Blue Dart manpower is limited. - Review operating viability and recommend changes to the service model where appropriate. - Ensure continuity of service across difficult-to-access and remote locations. Service Performance & Customer Experience - Drive achievement of pickup, delivery and service-quality commitments across RSP and BDO locations. - Monitor First Attempt Delivery, pending / ageing shipments, NDR, pickup performance and operational exceptions. - Identify recurring service failures and ensure structured root-cause resolution. - Monitor customer complaints arising from RSP / BDO locations and drive preventive actions. - Ensure service levels in partner-operated locations remain aligned with Blue Dart standards. - Partner with Area and Branch Operations teams on customer-critical issues requiring intervention. Network Connectivity & Shipment Flow - Ensure timely shipment movement between RSP / BDO locations and parent Service Centres, Hubs, CPUs and downstream network locations. - Monitor adherence to pickup, dispatch and network cut-offs. - Identify connectivity gaps affecting remote-market service performance. - Work with Surface, Air, PUD and Network teams to optimise connections and operating schedules. - Ensure appropriate contingency plans for route disruptions, volume spikes or partner resource shortages. - Minimise shipment delays arising from weak upstream or downstream connectivity. Manpower & Productivity Governance - Monitor productivity and manpower deployment across outsourced / partner-supported operations. - Ensure staffing levels are aligned with shipment volumes and service requirements. - Improve productivity through better workforce deployment, route planning and process discipline. - Monitor absenteeism, attrition and continuity risks among outsourced resources. - Ensure partners maintain adequate staffing and backup capability. - Work with HR / Operations teams on workforce issues requiring regional intervention. Cost & Operating Model Optimization - Monitor cost-to-serve across RSP and BDO locations. - Evaluate operational productivity and sustainability of remote-location operating models. - Identify opportunities to optimise manpower, routes, infrastructure and service-partner costs. - Balance cost efficiency with network reach and service commitments. - Recommend alternative operating models where existing arrangements are no longer operationally or financially appropriate. - Support development of scalable models for low-volume and emerging markets. Compliance, Safety & Brand Governance - Ensure partner and BDO operations comply with Blue Dart SOPs, security standards, statutory requirements and applicable contractual conditions. - Conduct periodic operational and compliance reviews across locations. - Ensure appropriate controls over shipment custody, scanning, cash / documentation processes and Blue Dart assets wherever applicable. - Drive timely closure of audit findings and compliance gaps. - Ensure partner-operated locations maintain required workplace, signage and customer-interface standards. - Escalate serious compliance, ethics, security or customer-risk concerns promptly. Capability Building & Standardisation - Build operational capability among RSPs, BDO coordinators and outsourced teams. - Drive structured onboarding and refresher training on Blue Dart operating standards. - Standardise SOPs, dashboards and governance mechanisms across the regional network. - Identify and replicate best practices across locations. - Support digital adoption and use of operational systems by partners and outsourced resources. - Build stronger local operating capability to reduce dependence on continuous regional intervention. Network Expansion & Rationalisation - Support evaluation of new RSP / BDO locations based on service reach, business potential and network requirements. - Provide operational inputs into location feasibility, coverage and resource requirements. - Review existing locations for service performance, productivity and continued relevance. - Recommend strengthening, consolidation, relocation or alternate service models where required. - Ensure new locations achieve operational readiness and defined service standards before stabilisation. - Support expansion into underserved Tier 2 / Tier 3 and emerging markets in alignment with business requirements. Stakeholder & Governance - Work closely with Regional Operations Head, Area / Branch Operations and regional functional teams. - Collaborate with PUD, Hub, CPU, Surface, Air, Customer Service, Commercial, Finance, HR, Procurement, Security and IT as required. - Conduct structured regional reviews of RSP / BDO performance. - Provide clear visibility of operational, service, compliance and partner risks to regional leadership. - Ensure timely resolution of cross-functional issues impacting partner-operated locations. - Drive consistency between the RSP / BDO operating model and the wider Blue Dart network. Qualifications & Experience: - Education: Bachelor’s degree in operations, Supply Chain, Logistics, Business Administration or related discipline; MBA / PG desirable. - Experience: 10 –15 years of relevant experience in express logistics, courier, distribution, franchise / channel operations, last-mile logistics, 3PL or multi-location service operations. - Strong experience managing geographically dispersed operations across multiple cities / states. - Demonstrated exposure to partner, franchise, outsourced or third-party operating models. - Strong understanding of pickup and delivery operations, service quality, network connectivity and operational governance. - Experience managing performance through indirect teams where resources are not directly employed by the organisation. - Exposure to cost-to-serve, manpower productivity and operating-model optimisation. - Experience in partner-performance management, compliance and operational audits. - Strong stakeholder-management capability across Operations and enabling functions. - Preferred Industries: Express Logistics, Courier, eCommerce Logistics, 3PL, Distribution, Retail / Franchise Networks and other large multi-location service networks. Skills & Capabilities: Technical Competencies: - Franchise / Service Partner Operations Management - Multi-location Operational Governance - RSP / BDO Performance Management - Pickup & Delivery Operations - Partner Scorecards & SLA Governance - Outsourced Workforce Management - Network Connectivity & Remote Operations - Service Quality & Customer Experience - Cost-to-Serve & Productivity Management - Operational Compliance & Audit - Location Viability & Operating Model Assessment - Operational Analytics & MIS - Root Cause Analysis & Continuous Improvement - Data Analysis and Data-led Governance Behavioural Competencies: - Strategic and Operational Leadership - Partner & Stakeholder Management - Influence Without Direct Authority - Commercial and Cost Awareness - Data-driven Decision Making - Problem Solving - Customer Orientation - Governance & Execution Discipline - Change Management Key Performance Indicators: Sr. No. Key Result Areas Key Performance Indicators (KPIs) 1 RSP / BDO Service Performance Pickup / delivery SLA achievement and service reliability 2 Partner Performance % RSPs / BDOs meeting defined performance scorecard standards 3 Customer Experience Complaint reduction, repeat-service-failure reduction 4 Network Connectivity Cut-off adherence, on-time connection / dispatch performance 5 Shipment Quality NDR, ageing, exception and loss / damage performance 6 Productivity Shipment / manpower productivity and resource utilisation 7 Cost Efficiency Cost-to-serve, operating cost / shipment improvement 8 Compliance & Governance Audit / SOP / contractual compliance and closure of gaps 9 Network Capability Improvement / stabilisation of underperforming and new locations 10 Continuous Improvement Improvement initiatives and measurable benefits realised Why join DHL Blue Dart? 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 bdjobs@bluedart.com. Skills: franchise operations management, operational governance, pickup and delivery operations, partner performance management, network connectivity management, operational compliance, outsourced workforce management, service quality management, root cause analysis, operational analytics, continuous improvement, operational audit, cost optimization, sop development, stakeholder management, strategic leadership, change management, data analysis, network rationalization, service model optimization, mis, operational reporting, process standardization, digital adoption