Senior Executive – Operations

Function: Operations

Reports To: Manager – Operations 

Location: Mumbai, India

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.

Position Overview

The Senior Executive – Operations will handle complete Dart Apex product from HO in terms of Service Quality. This profile is responsible to handle the First Mile, Middle Mile and Last Mile ensuring seamless coordination and alignment with key stakeholders from Customer Service, Revenue and Security.

Job Purpose

• Ensure seamless coordination and execution of First Mile, Middle Mile, and Last Mile operations to maintain service quality and efficiency.
• Develop and implement SOPs to standardize processes, ensuring compliance and operational excellence.
• Monitor key performance metrics and drive continuous improvements in pickup success rates, transit times, and overall service performance.
• Collaborate with internal teams, including Customer Service, Operations, and Security, to optimize workflows and address operational challenges.
• Implement technology-driven solutions and strategic initiatives to enhance operational control and minimize disruptions.

Key Responsibilities

1. Product Design and Management:

• Develop and manage product operations through robust SOPs.
• Co-ordinate seamlessly with key stakeholders including Customer Service, Ops Team, and Security teams.

2. First Mile Operations:

• Ensure successful pickup transfer to designated routes.
• Achieve 100% attempt on all registered tokens daily.
• Ensure SO15 scan for all successful pickups using OTM/BYOD devices.
• Maintain 100% accountability of all shipments and secure transit to the service centre.
• Update token status in the C2NG system, including inscan for successful pickups and appropriate codes for unsuccessful attempts.

3. Middle Mile Operations:

• Identify consistently defaulting areas and update the Network Team.
• Develop a plan of action (POA) for off-loaded shipments from the previous day.

4. Last Mile Operations:

• Process 100% of received shipments and dispatch staff efficiently for timely delivery.
• Achieve 100% attempt rates and update status exclusively on OTM/BYOD devices.
• Design SOPs for unsuccessful deliveries, including load reconciliation, consignee communication, and multiple attempt planning.
• Close inbound control processes for all first and last-mile shipments.

5. Operational Controls & SOPs:

• Develop SOPs for field pickups and ensure 100% compliance with OTM/BYOD usage.
• Ensure adherence to scanning, sorting, bagging, and connection procedures.
• Create SOPs for uncontrollable failures in pickup, in collaboration with the KAM Team.

6. System Development & Monitoring:

• Oversee UAT, pilot testing, and live implementation of new system enhancements.
• Monitor and improve key metrics, including pickup success rate, cancellation rate, off-loaded shipments, and ASL performance.
• Reduce business disruption (BD) by analysing controllable and uncontrollable failures.

7. Performance Reporting & Continuous Improvement:

• Generate weekly and monthly MIS performance reports.
• Monitor shipment losses and address system-related issues effectively.
• Participate in regional performance calls and drive improvements.
• Conduct GEMBA walks, location visits, and knowledge testing sessions for continuous learning and improvement.

8. Strategic Planning & Risk Management:

• Serve as the single point of contact for planning, strategizing, and implementing product and process changes.
• Ensure smooth knowledge transition to mitigate risks of individual dependency.

Key Competencies & Skills

Technical Skills:

• Expertise in operational excellence frameworks, process design, and optimization.
• Experience in implementing technology solutions to improve operational efficiency.
• Strong understanding of logistics and e-commerce operations

Behavioural Skills:

• Leadership: Proven ability to lead cross-functional teams.
• Analytical Thinking: Strong data interpretation skills to drive strategic decisions.
• Collaboration: Ability to build strong relationships across departments.
• Change Management: Experienced in driving innovation and transformation in operational processes.

Qualifications

Education Level:

• Bachelor’s degree in operations, Logistics, or a related field (mandatory).
• MBA or equivalent management education is advantageous.

Experience Level:

• 5+ years of experience in operations.
• Strong background in logistics, transportation, or e-commerce operations is preferred.

Key Performance Indicators (KPIs)

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