Job Summary

Job Title: Service Centre Incharge - Operations (Non Metro / BDO).

Function: Operations.

Reports To: Assistant Manager - Operations (Area Operations).

Location: Non Metro Branch / Business Development Office (BDO) / Cluster of Assigned Service Centres.

Travel Required: 25%, 50%, 75%.

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 setting 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





- 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.

Education

- Graduate in any discipline from a recognized university.

Skills and Competencies

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

Key Competencies

- Operational Leadership

- Planning

- Organising

- Decision Making

- Customer Focus

- Team Leadership Coaching

- Problem Solving

- Accountability Ownership

- Communication Collaboration

Key Performance Indicators

- Operational Performance - Inbound Outbound SLA adherence
- On-time shipment processing
- Dispatch timeliness

- Service Quality - Shipment accuracy

- Scanning compliance
- Reduction in shipment exceptions and operational errors

- Pickup Delivery Performance - Pickup Delivery SLA adherence

- Timely vehicle turnaround
- Customer service support

- Productivity - Shift productivity

- Manpower utilization
- Resource optimization

- Safety Compliance - SOP adherence

- Audit compliance
- Safety security compliance
- Housekeeping standards

- Operational Governance - Shift reporting accuracy

- Timely documentation
- Effective shift handover
- Timely escalation of operational issues

- People Leadership - Team productivity

- Coaching capability development
- Attendance workforce discipline

- Continuous Improvement - Participation in process improvement initiatives

- Productivity and service enhancement

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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