- Service Partner Operations (SPO)Position

- Department: Service Partner Operations
- Location- Mumbai( Marol,Bhiwandi,Vashi & Panvel) Role Purpose:Drive operational excellence across Service Partner and outside-the-roof operations by ensuring delivery and pickup SLA adherence, improving network performance, accelerating technology adoption, and strengthening Service Partner capability and retention.

Key Responsibilities1. Delivery Process & Quality Compliance 25%

- Monitor daily delivery performance against FBDM, SDD, FAD, TD, re-attempt and rejection parameters.
- Ensure 100% adherence to priority shipment SLAs for Premium, E-commerce and D-Series shipments.
- Ensure same-day closure of delivery status through Smart Track/RideApp.
- Monitor branch cutoff adherence and ensure timely CP departure.
- Control RTO/NDR quality and eliminate incorrect or fake NDR updates.
- Monitor operational performance of service partners after onboarding.
- 2.

Pickup

Operations &

• System Adherence – 20%

- Drive end-to-end pickup SLA performance for forward and reverse shipments.
- Achieve 95% same-day pickup closure and 90% successful pickup/connection rate.
- Ensure adherence to PRS/PMS systems for specialized business lines.
- Provide timely weekly performance updates, including key highs, lows and default counts, to Zonal/Regional Management.
- 3.

Technology

Adoption &

• Operational Projects – 20%

- Lead implementation of operational technology initiatives such as Sort-Assist, Geo Zone Mapping, DRS Elimination and RideApp deployment.




- Ensure timely completion of project milestones across targeted zones.
- Drive adoption of platforms such as RideApp and Hexa Grid, targeting 95% active usage.
- Support PDN/PPN restructuring and operational architecture improvements.
- 4.

Network

Stability &

• Partner Retention – 20%

- Improve serviceability and eliminate critical pincode coverage gaps.
- Reduce defaulting Service Partners through continuous monitoring and corrective actions.
- Identify and fulfill high-potential vacant areas.
- Convert low-volume routes/pincodes into viable serviceable solutions.
- Use pincode volume analytics to support network expansion and optimization.
- 5.

Capability

Building &

• Strategic Control – 15%

- Ensure 100% training of recent Service Partners within 14 days of onboarding through Opedia/L&D.;
- Engage NFAB members in Service Partner improvement initiatives and track action plans.
- Enforce operational governance and compliance parameters for Service Partners.
- Exercise strategic control to address non-compliance and maintain service integrity.
- Key Success MeasuresDelivery &

• Pickup SLA | RTO/NDR Quality | Technology Adoption | Network Coverage | Service Partner Performance &

• Retention | Training &

• Compliance | Operational Cost &

• Process Efficiency.

Preferred candidate profile Graduation (any discipline) with 2-6 years of experience in Operations &

• Channel Management.

At least 2 years of experience in logistics and Ecom industry in the area of Operations or Channel Operations

📌 Walk-in || Service Partner Operations(SPO) (Mumbai)
🏢 Dtdc Express
📍 Mumbai