JOB TITLE

Senior Executive - Operations

Function : Operations

Reports To : Area Head

Location : Lucknow

Travel Required : 50% 75%

Position Overview

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 protected, 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

1. 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 strong operational governance through structured daily, weekly and monthly business reviews with Service Centre teams.
- Monitor operational performance through dashboards, MIS reports and operational scorecards, taking timely corrective actions wherever required.
- Ensure operational readiness across all locations to effectively manage daily volumes, seasonal peaks and business contingencies.
- Conduct regular field visits to Service Centres and Counters to review infrastructure, operational processes, customer service standards and employee engagement.

2. Service Delivery & Customer Experience

- Ensure timely pickup and delivery of customer shipments in accordance with committed transit times, service standards and contractual obligations.
- Drive achievement of key service quality metrics including Net Service Levels (NSL), On-Time Delivery, First Attempt Delivery, Transit Time adherence and reduction in shipment exceptions.
- Ensure effective management of undelivered shipments, Return to Origin (RTO), aging shipments and customer escalations through timely operational intervention.
- Work closely with Customer Service and Commercial teams to resolve operational issues impacting customer satisfaction.




- Strengthen customer confidence by ensuring consistent operational reliability, responsiveness and service recovery.
- Promote a customer-centric culture across Service Centres by reinforcing service excellence and accountability at every level.

3. Operational Productivity & Cost Management

- Drive productivity improvement across all Service Centres through optimum deployment of manpower, vehicles and operational resources.
- Monitor operational cost indicators including Operating Cost per Movement (OCPM), Operating Cost per Kilogram (OCPK) and other productivity measures, implementing corrective actions to improve operational efficiency.
- Support preparation and execution of operational budgets in collaboration with the Area Head while ensuring effective control over operating expenses.
- Improve workforce productivity through effective planning, workload balancing and operational optimization.
- Identify opportunities for cost reduction without compromising customer experience or service quality.
- Ensure effective utilization of operational assets, equipment and infrastructure across all assigned locations.

4. Last Mile Operations & Network Execution

- Ensure efficient execution of pickup and delivery operations across the assigned city through effective planning and operational coordination.
- Monitor route performance, delivery productivity, pickup efficiency and vehicle utilization to maximize operational effectiveness.
- Ensure timely connectivity of customer shipments into the Blue Dart network through effective coordination with upstream operational functions.
- Drive continuous improvement in delivery performance, shipment visibility and operational turnaround times.
- Ens

📌 Senior Executive Ops: Lck (Lucknow)
🏢 Dhl
📍 Lucknow