Job Title
Serivice Centre Incharge – Operations (Non Metro / BDO)
Function
Operations
Reports To
(Area Operations)
Location – KKH
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 a strong culture of recognition.
Position Overview:
The Service Centre Incharge – Operations (Non Metro / BDO) is responsible for managing end-to-end operational activities across one or more assigned Non Metro Branches, Business Development Offices (BDOs) or Service Centres. The role oversees inbound and outbound shipment processing, pickup and delivery coordination, customer service support, manpower deployment and operational governance to ensure seamless day-to-day operations.
Reporting to the Assistant Manager – Operations (Area Operations), the incumbent provides frontline leadership to operational teams, ensuring adherence to service commitments, operational productivity, safety, compliance and Blue Dart's Standard Operating Procedures while delivering consistent customer experience and supporting business continuity across the assigned locations.
Job Purpose:
To lead and manage end-to-end shift operations across assigned Non Metro Branches and BDO locations by ensuring efficient shipment processing, timely pickups and dispatches, optimal workforce utilisation, operational discipline and consistent service delivery while maintaining safety, compliance and customer satisfaction.
Key Roles & Responsibilities:
End-to-End Shift Operations
- Lead and supervise all inbound, outbound, pickup and dispatch activities during the assigned shift.
- Ensure timely receipt, processing, sorting, scanning, loading and dispatch of shipments in line with operational timelines.
- Monitor operational workflow across assigned BDOs and Service Centres to ensure seamless shipment movement.
- Ensure operational readiness to manage daily volumes, peak periods and contingency situations.
Shipment Processing & Service Quality
- Ensure accurate scanning, sorting, bagging, routing and reconciliation of all shipments.
- Minimise shipment exceptions, operational delays and service failures through proactive monitoring.
- Ensure adherence to network cut-off timelines and service commitments.
- Escalate damaged, short, discrepant or delayed shipments promptly and ensure timely resolution.
Pickup & Delivery Operations
- Coordinate daily pickup and delivery activities to achieve defined service levels.
- Monitor route readiness and shipment movement to ensure timely customer service.
- Support resolution of operational issues impacting deliveries and pickups.
- Coordinate with transport, network and customer service teams to ensure smooth operational execution.
People Leadership & Shift Management
- Plan and deploy manpower effectively across operational activities and assigned locations.
- Lead, coach and guide Ops Staff, Senior Ops Staff and Territory Service Representatives during the shift.
- Conduct daily shift briefings covering operational priorities, safety and productivity expectations.
- Monitor attendance, punctuality, discipline and workforce productivity while promoting teamwork and accountability.
Safety, Compliance & Operational Discipline
- Ensure adherence to Blue Dart Standard Operating Procedures, operational guidelines and statutory requirements.
- Promote a safe working environment by ensuring compliance with safety standards and security procedures.
- Ensure prescribed uniform, identity card and personal protective equipment are used wherever applicable.
- Maintain high standards of housekeeping, operational discipline and ethical conduct across all assigned locations.
Operational Governance & Continuous Improvement
- Monitor daily operational performance and productivity against defined targets.
- Ensure timely completion of operational documentation, system updates and shift reports.
- Conduct effective shift handovers and escalate operational risks or service issues promptly.
- Support implementation of operational excellence and continuous improvement initiatives.
Stakeholder Collaboration
- Work closely with Customer Service, Fleet, Security, Network Operations and Area Operations teams to ensure seamless service delivery.
- Build effective working relationships across internal teams and operational partners.
- Support implementation of new operational initiatives, business priorities and process improvements.
- Act as the primary operational contact for assigned locations during the shift.
Qualifications & Experience:
Education
- Graduate in any discipline from a recognized university.
Experience
- 2–5 years of relevant experience in courier, express logistics, transportation, warehousing, distribution or supply chain operations.
- Experience in managing end-to-end Service Centre operations, including inbound, outbound, pickup and delivery activities.
- Proven experience in leading frontline operational teams and coordinating shift operations.
- Exposure to shipment processing, scanning, sorting, reconciliation, dispatch and customer service operations.
- Experience working with operational systems, handheld scanners and operational reporting will be an advantage.
Skills & Capabilities:
Technical Skills
- End-to-End Shift Operations Management
- Service Centre Operations
- Shipment Processing & Dispatch Management
- Pickup & Delivery Coordination
- Workforce Planning & Shift Management
- Productivity & Resource Utilization
- Operational Reporting & MIS
- Operational Systems & Scanner Usage
- Safety & Regulatory Compliance
- Process Improvement & Operational Excellence
Behavioural Competencies
- Operational Leadership
- Planning & Organising
- Decision Making
- Customer Focus
- Team Leadership & Coaching
- Problem Solving
- Accountability & Ownership
- Communication & Collaboration
- Integrity & Ethical Conduct
- Operational Discipline
- Continuous Improvement Mindset
Key Performance Indicators:
Key Performance Indicators (KPIs)
Inbound & Outbound SLA adherence; On-time shipment processing; Dispatch timeliness
Shipment accuracy; Scanning compliance; Reduction in shipment exceptions and operational errors
Pickup & Delivery Performance
Pickup & Delivery SLA adherence; Timely vehicle turnaround; Customer service support
Shift productivity; Manpower utilization; Resource optimization
SOP adherence; Audit compliance; Safety & security compliance; Housekeeping standards
Shift reporting accuracy; Timely documentation; Effective shift handover; Timely escalation of operational issues
Team productivity; Coaching & capability development; Attendance & workforce discipline
Participation in process improvement initiatives; Productivity and service enhancement
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]
