Manager - First Choice

Job Description: Manager – First Choice

Position Overview:
Job Title: Manager – First Choice
Function: Organisation Excellence
Reports To: Manager – First Choice & ISO
Location: Mumbai

About Blue Dart Express India:
Blue Dart Express India, a leader in the logistics and express delivery sector, is part of the DHL Group. We provide reliable, time-sensitive delivery solutions to over 37,000+ locations across the country. Our robust domestic network and unmatched infrastructure position Blue Dart as a critical player in India’s logistics industry. We pride ourselves on innovation, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced and ever-evolving logistics environment.

Job Purpose:
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.

Key Responsibilities:

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.

Qualifications:

Education

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

Work Experience

• Required: 5-6 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.

Key Competencies and Skills:

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.

Behavioral 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.