Senior Executive Ops: LCK

About this role

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Skills you'll use

What you'll do

• 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.

Who can apply

• 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.

About DHL Group

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