Senior Executive - Operations (Ground Service Quality)
DHL
Job Title: Senior Executive – Operations (Ground Service Quality)Function: OperationsReports To: Senior Manager – Service Quality (Ground)Location: HQC
About DHL Blue Dart Express India:At Blue Dart, we go beyond delivering shipments—we deliver trust, precision, and excellence. As India’s most reliable express logistics provider, we empower commerce by reaching over 56,000+ locations across India and connecting to 220+ countries through our global DHL network. Backed by the strength of DHL Group, we bring together international standards with deep local expertise. Our dedicated Boeing freighter fleet, 12,000+ vehicles, and best-in-class service ensure time-definite delivery that businesses and customers count on every day.We are proud to be consistently ranked among India’s Top 100 Great Places to Work® and recognized as part of the DHL Group’s Top Employer certification across multiple regions. Being an Employer of Choice is not just a goal—it’s a fundamental part of who we are. We are committed to creating a workplace where people feel valued, empowered, and proud to belong.If you're looking to join a purpose-led, people-first organization that shapes India’s supply chain with integrity and care—Blue Dart is where you belong.
Position Overview:The Senior Executive – Operations will oversee regional and national delivery operations with a strong focus on service quality, TAT adherence, and SLA compliance. This role involves managing shipment deliveries for the Regional and PAN India DBA operations, driving process standardization, implementing SOPs & BRDs, and ensuring timely resolutions for B2C shipments. The role also includes tracking arrival vs moved shipments and monitoring key customer delivery performance to ensure complete operational alignment.
Job Purpose:To ensure timely and efficient execution of delivery operations, adherence to defined TATs, SLAs, and alternate delivery instructions, and drive continuous process improvement. This role also focuses on resolving delayed shipments, conducting training sessions for operational efficiency, and collaborating with internal teams to enhance overall service quality.
Key Roles & Responsibilities:Delivery Operations Management:Ensure timely delivery of shipments within defined TATs.Monitor completion of deliveries within allocated time window slots.Track and report “arrival vs moved for delivery” and analyze delivery performance metrics.PAN India DBA Coordination:Schedule and monitor DBA shipment deliveries as per appointment slots.Implement and track alternate delivery instructions to ensure SLA compliance.Operational Performance Monitoring:Track and monitor key customer shipments, ensuring adherence to committed TATs.Identify shipments breaching SOP timelines (B2C focus) and initiate corrective actions.Conduct performance analysis and share reports for internal reviews.Process Standardization & Documentation:Prepare and maintain SOPs and BRDs to ensure operational clarity.Implement process improvement initiatives to optimize delivery workflows.Training & Capability Building:Conduct training sessions across multiple locations to enhance operational efficiency.Standardize operational practices and ensure knowledge transfer to regional teams.Compliance & Risk Management:Ensure zero non-compliance with operational SOPs and audit guidelines.Monitor operational risks, shipment losses, and ensure timely resolutions.
Qualifications & Experience:Education:Essential: Bachelor’s degree in Operations, Logistics, or related field (mandatory).Preferred: MBA or advanced certification in Supply Chain / Operations (preferred).Experience:3–5 years of experience in logistics, operations, or express delivery.Experience in regional operations and last-mile delivery management preferred.
Skills & Capabilities:Core Technical Skills:Strong understanding of logistics and last-mile delivery operations.Ability to implement and monitor SOPs, BRDs, and technology-based operational controls.Analytical skills to track TAT, SLA adherence, and performance KPIsBehavioural Competencies:Ability to work with cross-functional teams to achieve operational goals.Capable of analyzing bottlenecks and implementing corrective actions.Focused on meeting TATs and enhancing delivery performance.Strong drive to enhance efficiency and service quality.
Key Performance Indicators:
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.
About DHL Blue Dart Express India:At Blue Dart, we go beyond delivering shipments—we deliver trust, precision, and excellence. As India’s most reliable express logistics provider, we empower commerce by reaching over 56,000+ locations across India and connecting to 220+ countries through our global DHL network. Backed by the strength of DHL Group, we bring together international standards with deep local expertise. Our dedicated Boeing freighter fleet, 12,000+ vehicles, and best-in-class service ensure time-definite delivery that businesses and customers count on every day.We are proud to be consistently ranked among India’s Top 100 Great Places to Work® and recognized as part of the DHL Group’s Top Employer certification across multiple regions. Being an Employer of Choice is not just a goal—it’s a fundamental part of who we are. We are committed to creating a workplace where people feel valued, empowered, and proud to belong.If you're looking to join a purpose-led, people-first organization that shapes India’s supply chain with integrity and care—Blue Dart is where you belong.
Position Overview:The Senior Executive – Operations will oversee regional and national delivery operations with a strong focus on service quality, TAT adherence, and SLA compliance. This role involves managing shipment deliveries for the Regional and PAN India DBA operations, driving process standardization, implementing SOPs & BRDs, and ensuring timely resolutions for B2C shipments. The role also includes tracking arrival vs moved shipments and monitoring key customer delivery performance to ensure complete operational alignment.
Job Purpose:To ensure timely and efficient execution of delivery operations, adherence to defined TATs, SLAs, and alternate delivery instructions, and drive continuous process improvement. This role also focuses on resolving delayed shipments, conducting training sessions for operational efficiency, and collaborating with internal teams to enhance overall service quality.
Key Roles & Responsibilities:Delivery Operations Management:Ensure timely delivery of shipments within defined TATs.Monitor completion of deliveries within allocated time window slots.Track and report “arrival vs moved for delivery” and analyze delivery performance metrics.PAN India DBA Coordination:Schedule and monitor DBA shipment deliveries as per appointment slots.Implement and track alternate delivery instructions to ensure SLA compliance.Operational Performance Monitoring:Track and monitor key customer shipments, ensuring adherence to committed TATs.Identify shipments breaching SOP timelines (B2C focus) and initiate corrective actions.Conduct performance analysis and share reports for internal reviews.Process Standardization & Documentation:Prepare and maintain SOPs and BRDs to ensure operational clarity.Implement process improvement initiatives to optimize delivery workflows.Training & Capability Building:Conduct training sessions across multiple locations to enhance operational efficiency.Standardize operational practices and ensure knowledge transfer to regional teams.Compliance & Risk Management:Ensure zero non-compliance with operational SOPs and audit guidelines.Monitor operational risks, shipment losses, and ensure timely resolutions.
Qualifications & Experience:Education:Essential: Bachelor’s degree in Operations, Logistics, or related field (mandatory).Preferred: MBA or advanced certification in Supply Chain / Operations (preferred).Experience:3–5 years of experience in logistics, operations, or express delivery.Experience in regional operations and last-mile delivery management preferred.
Skills & Capabilities:Core Technical Skills:Strong understanding of logistics and last-mile delivery operations.Ability to implement and monitor SOPs, BRDs, and technology-based operational controls.Analytical skills to track TAT, SLA adherence, and performance KPIsBehavioural Competencies:Ability to work with cross-functional teams to achieve operational goals.Capable of analyzing bottlenecks and implementing corrective actions.Focused on meeting TATs and enhancing delivery performance.Strong drive to enhance efficiency and service quality.
Key Performance Indicators:
Sr. No.
Key Result Areas
Key Performance Indicators
1
On-Time Delivery & Performance for Regions
- % Shipments delivered within TAT and time window adherence
2
DBA & Alternate Delivery Compliance
- % DBA shipments delivered as per appointment slots and alternate delivery success rate
3
Process Adherence & Documentation
- Zero deviations in SOP/BRD implementation and process compliance
4
B2C Resolution & Process Improvement
- % Reduction in shipments breaching SOP timelines and improvement in delivery performance
5
Training & Capability Building
- No. of training sessions conducted and % staff adherence to standardized processes
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.
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