Service Centre Head (Operations) - Bhavnagar

Job Title: Service Center Head - Operations

About Blue Dart Express India

Blue Dart Express India, a leader in the logistics and express delivery sector, is part of the DHL Group. We provide reliable, time-sensitive delivery solutions to over 37,000+ locations across the country. Our robust domestic network and unmatched infrastructure position Blue Dart as a critical player in India’s logistics industry. We pride ourselves on innovation, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced and ever-evolving logistics environment.

Position Overview

The Service Center Head oversees all inbound and outbound operations at the Service Center. The role ensures timely, accurate, and profitable delivery of DP/Etail/INTL shipments to customers while driving operational efficiency, service quality, and employee engagement.

Job Purpose

• Lead the Service Center’s daily operations to ensure safe, timely, and profitable delivery of shipments.
• Drive operational excellence by monitoring performance, optimizing costs, and ensuring adherence to regulatory compliance and SOPs.
• Build and maintain a highly engaged and capable team to support organizational goals.
  
  
  

Key Responsibilities

Operational Excellence:

• Supervise daily inbound and outbound operations, ensuring first and last-mile connectivity.
• Monitor load patterns to optimize delivery and pickup schedules.
• Oversee regulatory compliance, ensuring accurate documentation and resolution of exceptions.
• Ensure safe handling and delivery of shipments, minimizing RTO and undelivered instances.
• Manage vehicle availability and service provider coordination.
• Conduct daily briefings and drive adherence to operational workflows and SOPs.
  
  
  

People Management:

• Provide direction and support to employees, fostering a performance-driven culture.
• Monitor team performance, mentor subordinates, and build a robust succession pipeline.
• Conduct regular staff training to enhance operational capabilities.
• Ensure adequate staffing to meet operational demands.
  
  
  

Key Competencies & Skills

Technical Skills:

• Strong understanding of logistics operations, including first and last-mile connectivity.
• Proficiency in using logistics management software and systems for monitoring workflows and exceptions.
• Knowledge of regulatory requirements, including e-waybill compliance.
• Ability to analyse operational data and identify areas for improvement.
  
  
  

Behavioural Skills:

• Leadership: Proven ability to lead and inspire teams in a high-pressure environment.
• Problem-Solving: Strong aptitude for resolving operational issues efficiently.
• Communication: Clear and concise communication skills to engage employees and external stakeholders.
• Collaboration: Builds strong relationships across teams and geographies.
  
  
  

Qualifications

Education:

• Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field (mandatory).
• A master’s degree or professional certification in logistics or supply chain management is preferred.
  
  
  

Experience:

• Minimum 3+ years of experience in logistics, transportation, or supply chain management.
  
  
  

Key Performance Indicators (KPIs)

Key Result Areas

KPIs

Optimize costs in the Service Center

% reduction in OCPK and OCPM, PDA/MPC productivity, adherence to vehicle cost thresholds.

Drive service quality and excellence

Timely connectivity (% compliance), status updates (% compliance), exceptions closed (TAT).

Ensure Security of Shipments

Number of unresolved security-related cases.

Ensure Regulatory Compliance

Compliance with regulatory requirements and paperwork.

Drive Operational Process Efficiency

% increase in productivity (shipments/employee).

Support Employee Capability Building

% of key positions with identified successors.

Drive Employee Morale and Engagement

Employee attrition (%).