Operations Executive - VPE

Position Overview:

The Service In-charge is responsible for managing the day-to-day operations of one or more assigned Service Centres, Branches or Business Delivery Offices (BDOs), ensuring safe, timely and cost-effective movement of shipments while consistently delivering high standards of operational performance and customer service.

Reporting to the Branch Operations Head, the role provides operational leadership across the assigned locations by driving service quality, shipment processing, pickup and delivery performance, workforce productivity, customer experience, operational compliance and financial controls. The incumbent works closely with internal stakeholders and external partners to ensure seamless execution of operations, adherence to organisational standards and continuous improvement in operational efficiency.

Job Purpose:

To manage the end-to-end operations of assigned Service Centres, Branches or BDOs by ensuring operational excellence, service quality, workforce effectiveness, customer satisfaction and compliance with organisational policies, while achieving productivity, cost and business performance objectives.

Key Roles & Responsibilities:

Service Centre Operations Management

Lead the day-to-day operations of assigned Service Centres, Branches and BDOs to ensure safe, efficient and timely execution of operational activities. Ensure adherence to operational workflows, standard operating procedures (SOPs) and service quality standards. Monitor daily operational performance and ensure achievement of shipment processing and delivery commitments. Drive operational discipline and ensure seamless coordination across all operational activities. Ensure readiness of manpower, infrastructure and operational resources to support business requirements. Shipment Processing & Distribution Management

Monitor inbound and outbound shipment processing, scanning, sorting, dispatch and reconciliation activities. Review shipment pre-alerts and plan operational activities to ensure timely processing and deliveries. Ensure timely allocation of delivery sheets, handheld devices and operational resources. Monitor delivery performance and proactively minimise undelivered shipments, return-to-origin (RTO) cases and operational exceptions. Coordinate with Hub Operations, Origin locations and Customer Service teams to resolve shipment-related issues. Customer Service & Exception Management

Ensure timely resolution of operational exceptions impacting customer deliveries. Coordinate with Customer Service teams to provide prompt resolution of customer complaints and service issues. Monitor exception cases and ensure timely follow-up with all stakeholders. Ensure accurate and timely status updates in operational systems. Drive service quality initiatives to enhance customer satisfaction and operational reliability. Workforce & Resource Management

Lead, guide and support operational employees and outsourced workforce across assigned locations. Conduct regular operational briefings and allocate responsibilities to ensure effective execution. Ensure optimum deployment of manpower, delivery resources and operational equipment. Monitor employee attendance, productivity and operational discipline. Support capability development through coaching, on-the-job guidance and adherence to training programmes. Financial & Administrative Controls

Ensure accurate reconciliation and accounting of Cash on Delivery (COD) collections, customer documents and operational records. Monitor branch operating expenses and ensure prudent utilisation of resources in line with approved budgets. Maintain accountability of operational assets including handheld devices, scanners, vehicles and other equipment. Ensure timely completion of branch administration, documentation, reporting and statutory records. Coordinate with Finance and other support functions to resolve operational and administrative issues. Safety & Compliance

Ensure compliance with all organisational policies, operational SOPs and statutory regulations governing branch operations. Promote a culture of safety by ensuring adherence to security, road safety and workplace safety standards. Support periodic operational, security and quality audits and ensure timely closure of audit observations. Ensure proper handling of shipments, operational assets and customer consignments to minimise operational risks. Drive compliance with company initiatives related to ethics, governance and risk management. Operational Governance & Performance Management

Monitor key operational performance indicators including service quality, productivity, shipment accuracy and delivery performance. Prepare and review operational MIS, productivity reports and performance dashboards for assigned locations. Identify operational bottlenecks and implement corrective actions to improve efficiency and service reliability. Coordinate with cross-functional teams including Customer Service, Sales, Network Operations and Hub Operations to ensure seamless execution. Escalate operational risks, capacity constraints and service issues in a timely manner while driving sustainable solutions. Continuous Improvement

Identify opportunities to improve operational productivity, cost efficiency and service quality across assigned locations. Support implementation of process improvements, automation initiatives and operational best practices. Encourage a culture of continuous learning, accountability and operational excellence within the team. Participate in business improvement projects and network initiatives to strengthen operational capability. Drive standardisation of processes to ensure consistent service delivery across all assigned branches and service centres. Qualifications & Experience:

Education

Bachelor's Degree in any discipline. Certification or Diploma in Logistics, Supply Chain Management or Operations Management will be an added advantage. Experience

5–8 years of experience in courier, express logistics, transportation, supply chain or distribution operations. Proven experience in managing branch, service centre or last-mile operations. Experience in leading frontline operational teams and coordinating with cross-functional stakeholders. Exposure to customer service, operational compliance, productivity management and performance reporting. Working knowledge of operational systems, shipment tracking platforms and Microsoft Office applications. Skills & Capabilities:

Technical Skills

Branch & Service Centre Operations Management Pickup & Delivery Operations Shipment Processing & Distribution Management Workforce Planning & Resource Utilisation Customer Service & Exception Management Operational MIS & Performance Reporting Cost & Resource Management Safety, Security & Regulatory Compliance Process Improvement & Operational Excellence Microsoft Office & Operational Systems Behavioural Competencies

Operational Leadership Customer Centricity Planning & Organising Decision Making Problem Solving & Analytical Thinking Team Leadership & People Development Collaboration & Stakeholder Management Accountability & Ownership Adaptability & Resilience Continuous Improvement Mindset Key Performance Indicators:

Sr. No.

Key Result Areas

Key Performance Indicators (KPIs)

1

Service Performance

On-Time Delivery %, Shipment Processing Accuracy, Service Level Adherence

2

Customer Experience

Customer Complaint Resolution TAT, Service Recovery Effectiveness, Customer Satisfaction

3

Operational Productivity

Manpower Productivity, Vehicle Utilisation, Resource Optimisation

4

Shipment Management

Reduction in Undelivered Shipments, RTO Control, Exception Management

5

Financial Controls

COD Reconciliation Accuracy, Expense Control, Asset Accountability

6

Compliance & Safety

Audit Compliance, SOP Adherence, Safety & Security Compliance

7

People Management

Team Productivity, Employee Development, Attendance & Discipline

8

Continuous Improvement

Process Improvement Initiatives, Operational Efficiency, Cost Optimisation

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.