Job Title: Executive – XB Operations Monitoring & Analytics (Cross Border)
Function: International Operations – XB Cross Border
Reports To: Head – Air Product & Trinity
Location: Head Office (HQC)
Travel Required: 25% 50% 75%
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 Executive – XB Operations Monitoring & Analytics is responsible for providing centralized operational visibility, performance monitoring, exception management and analytical support for Blue Dart's Cross Border business.
Reporting to the Head – Air Product & Trinity, the role acts as the central monitoring and control function for Cross Border operations by tracking shipment movement, transit performance, pickup success, operational exceptions, service quality indicators and network connectivity performance.
The incumbent will work closely with Gateway Operations, Commercial, Finance, Customer Service, IT and DHL eCommerce stakeholders to ensure timely visibility of operational risks, proactive escalation management, accurate reporting and data-driven decision making.
The role will support business growth by providing actionable operational insights, identifying performance gaps, monitoring service commitments and driving corrective actions across the Cross Border network.
Job Purpose:
To provide end-to-end operational visibility, performance monitoring, exception management and analytical support for the Cross Border business, enabling proactive decision making, service reliability, operational efficiency and enhanced customer experience.
Key Roles & Responsibilities:
Operational Monitoring & Control Tower Management
- Monitor daily Cross Border operational performance across pickup, gateway processing, dispatch and connectivity stages.
- Track shipment movement across the Cross Border network and ensure visibility at every milestone.
- Monitor operational dashboards and identify service risks proactively.
- Ensure timely escalation of operational exceptions impacting service commitments.
- Support real-time operational decision-making through performance monitoring.
- Maintain visibility of operational throughput, service levels and shipment status.
Pickup Performance Monitoring
- Monitor pickup dashboards and pickup success rates across locations.
- Track missed pickups, delayed pickups and service failures.
- Identify recurring pickup issues and support corrective action implementation.
- Monitor pickup SLA adherence and service commitments.
- Provide operational updates to stakeholders regarding pickup performance.
- Support continuous improvement of pickup reliability and service quality.
Transit Time & Network Performance Monitoring
- Monitor outbound transit time (TT) performance across Cross Border shipments.
- Track shipment movement to connecting gateways and airport connectivity points.
- Identify delays, bottlenecks and network performance gaps.
- Coordinate with operational teams to ensure timely movement of shipments.
- Monitor route performance and identify opportunities for operational improvements.
- Provide visibility into network efficiency and service reliability.
Exception Management & Escalation Handling
- Manage operational exceptions including no-information cases, delayed shipments, redirections, RTO cases, service failures and shipment holds.
- Track ageing of open exceptions and ensure timely resolution.
- Escalate critical service failures and operational disruptions.
- Coordinate with operational teams for corrective action implementation.
- Monitor closure of operational escalations within defined timelines.
- Maintain visibility of exception trends and recurring service issues.
Shipment Visibility & Tracking Integrity
- Ensure shipment tracking accuracy across all operational milestones.
- Monitor scan compliance and shipment visibility standards.
- Identify visibility gaps and coordinate corrective actions.
- Support improvement in shipment traceability and tracking integrity.
- Monitor milestone achievement and data accuracy across operational systems.
- Ensure timely updates are available for internal and external stakeholders.
MIS, Reporting & Business Analytics
- Prepare daily, weekly and monthly operational reports.
- Generate dashboards covering operational performance, transit time, pickup performance, exceptions and service quality.
- Analyse operational trends and identify emerging issues.
- Develop analytical insights to support management decision-making.
- Prepare Monthly Business Review (MBR) decks, governance reports and performance summaries.
- Support leadership teams with data-driven operational recommendations.
Operational Performance Analytics
- Analyse shipment volumes, productivity, service levels and throughput trends.
- Identify operational inefficiencies and performance gaps.
- Support root cause analysis of service failures and operational issues.
- Recommend corrective and preventive actions based on performance analysis.
- Support operational planning through trend analysis and forecasting inputs.
- Track effectiveness of improvement initiatives and operational interventions.
Billing Validation & Data Integrity Support
- Validate shipment data prior to billing and reporting.
- Identify operational discrepancies impacting invoicing accuracy.
- Support Finance teams in resolving billing-related exceptions.
- Monitor shipment data integrity across operational systems.
- Ensure reporting accuracy through validation of operational data sources.
- Support reconciliation activities related to operational reporting.
Customer Service & Stakeholder Support
- Provide operational updates and service performance reports to stakeholders.
- Support customer escalation management through timely operational visibility.
- Coordinate with Commercial, Customer Service and Operations teams to resolve service issues.
- Provide shipment status updates and exception reporting.
- Support customer reviews and service performance discussions.
- Ensure timely communication of operational issues and resolutions.
Continuous Improvement & Operational Insights
- Identify opportunities for operational improvements through data analysis.
- Monitor performance against operational KPIs and targets.
- Recommend process enhancements based on trend analysis.
- Support implementation of operational improvement initiatives.
- Drive data-led decision making across the Cross Border business.
- Contribute towards building a performance-driven operating culture.
Qualifications & Experience:
Education
- Bachelor's Degree in Logistics, Supply Chain, Operations, Engineering, Statistics, Data Analytics, Business Administration or related discipline.
- Postgraduate qualification in Supply Chain, Operations, Business Analytics or Management preferred.
- Certification in Data Analytics, Supply Chain Management, Logistics or Operational Excellence preferred.
Experience
- 3–6 years of experience in logistics, express distribution, transportation, operations analytics, control tower operations or supply chain analytics.
- Experience in operational reporting, performance monitoring and business analytics.
- Exposure to logistics operations, shipment tracking systems and operational dashboards.
- Experience working with cross-functional stakeholders.
- Strong analytical and reporting experience within a service-oriented environment.
Skills & Capabilities:
Technical Skills
- Operations Monitoring & Control Tower Management
- Logistics & Supply Chain Analytics
- MIS & Dashboard Reporting
- Shipment Tracking & Visibility Management
- Operational Performance Analysis
- Data Validation & Reporting
- Exception Management
- Root Cause Analysis
- Advanced Excel & Data Analytics
- Power BI / Reporting Tools (Preferred)
Behavioural Competencies
- Analytical Thinking
- Attention to Detail
- Problem Solving
- Customer Focus
- Decision Support Orientation
- Collaboration & Stakeholder Management
- Learning Agility
- Continuous Improvement Mindset
- Communication Skills
Key Performance Indicators:
Key Performance Indicators (KPIs)
Pickup Success Rate & Pickup SLA Adherence
Outbound Transit Time (TT) Compliance
Scan Compliance & Tracking Accuracy
Exception Closure Rate & Ageing Reduction
Timeliness & Accuracy of MIS Reports
Operational Insights & Improvement Recommendations
Gateway Connectivity & Service Reliability Monitoring
Shipment Data Accuracy & Billing Validation
Escalation Resolution Support & Status Visibility
Operational Data Integrity & Reporting Accuracy
MBRs, Dashboards & Management Reporting
Operational Improvement Initiatives Supported
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 [email protected]
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