The Senior Executive – Operations is responsible for managing the end-to-end operations of a designated city comprising multiple Service Centres and Customer Service Counters, ensuring consistent delivery of Blue Dart's service commitments through operational excellence, customer focus and effective people leadership.
The role is accountable for driving operational performance across approximately 8–12 Service Centres and Counters by ensuring secure, timely and cost-effective pickup and delivery operations, superior customer experience, adherence to service quality standards, productivity improvement, operational governance and regulatory compliance. Working closely with the Area Head and cross-functional stakeholders, the incumbent is responsible for building a high-performing operations team, strengthening operational discipline,
enhancing network capability and delivering sustainable business performance while supporting Blue Dart's growth objectives.
Job Purpose
To lead and manage the operational performance of multiple Service Centres and Counters within the assigned city by delivering industry-leading service quality, operational efficiency, customer satisfaction and cost optimization through effective leadership, operational governance, workforce management, continuous improvement and adherence to Blue Dart's operational standards and values.
Key Roles & Responsibilities
Operational Leadership & Service Centre Governance
Lead the overall operations of multiple Service Centres and Customer Service Counters within the assigned city, ensuring seamless day-to-day execution of pickup, delivery and customer service activities.
Drive operational excellence by ensuring consistent adherence to Blue Dart's operational standards, policies and Standard Operating Procedures across all assigned locations.
Establish st