Job Title
Senior Executive - Operations - Inbound In-charge
Function
Operations
Reports To
Branch Operations Head
Location
ITP, Bengaluru
Travel Required
25%
? 50%
? 75%
About DHL Blue Dart Express India:
At
Blue Dart,
we go beyond delivering shipmentswe 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 goalit'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
Service Center - Inbound In-charge
is responsible for overseeing all inbound operations at the service center. The role ensures timely, accurate, and cost-effective delivery of shipments while maintaining compliance with SOPs. It also involves team management and coordination with hubs and origins for exception handling.
Job Purpose:
To ensure efficient execution of inbound logistics operations by adhering to SOPs and improving service quality. This role also ensures cost control, accurate deliveries, and team alignment at the service center.
Key Roles & Responsibilities:
Inbound Operations Management
- Ensure strict adherence to defined inbound operational workflows and Standard Operating Procedures (SOPs).
- Monitor daily in-scan and out-scan activities, ensuring accurate processing and documentation.
- Review pre-alerts and coordinate load arrival schedules to optimize delivery planning.
- Ensure timely and safe delivery of shipments to customers while minimizing undelivered shipments and RTOs.
Exception Handling and Process Compliance
- Identify and resolve all exception cases in coordination with Hubs, Origins, and Customer Service teams.
- Follow up on non-delivery exceptions and update delivery instructions as needed.
- Ensure accurate and timely closure of exception cases and compliance with service standards.
Staff Supervision and Productivity
- Conduct daily briefings and communicate operational updates and route changes.
- Supervise and manage PDA and full-time delivery staff to ensure timely handover of delivery sheets and proper OTM machine allocation.
- Track and enhance operational productivity through performance monitoring and resource optimization.
Security, Safety, and Audit Compliance
- Ensure secure handling of all inbound shipments and report damages promptly.
- Coordinate with the Security team to manage any shipment-related security exceptions.
- Conduct regular delivery and documentation audits to ensure accuracy and compliance.
Financial and Cash Management
- Monitor daily vehicle logs, fuel expenses, and ensure timely reimbursements.
- Cross-verify COD collections against delivery sheets and ensure prompt submission to the branch cashier.
Training, Development, and Team Engagement
- Facilitate onboarding and training for staff and PDAs in line with centrally designed training programs.
- Maintain optimal staffing levels and manage attrition through proactive engagement and performance feedback.
MIS and Reporting
- Generate and maintain operational reports, service center MIS, and performance dashboards for review and analysis.
Qualifications & Experience:
Education:
- Graduate in any discipline (preferably in Logistics, Supply Chain Management, or Business Administration).
- Postgraduate/Certification in Logistics or Operations Management will be an added advantage.
Experience:
- Minimum 24 years of experience in logistics, courier, e-commerce, or supply chain operations.
- Prior experience in inbound logistics, last-mile delivery, or service center operations is essential.
- Proven track record of managing teams, handling exception management, and ensuring service compliance in a fast-paced environment.
- Experience in managing field staff, route planning, pickup scheduling, and handling operational exceptions is essential.
Skills & Capabilities:
Core Technical Skills:
- In-depth knowledge of logistics and inbound operations
- Proficiency in shipment tracking systems, OTM tools, and basic MIS reporting
- Understanding of Standard Operating Procedures (SOPs) in delivery and exception handling
- Familiarity with cash handling protocols and COD reconciliation
- Competence in resource planning and route optimization
Behavioural Competencies:
- Leadership and Team Management Ability to lead, motivate, and manage frontline staff and delivery associates
- Result Orientation Strong focus on timely deliveries, service levels, and cost control
- Problem Solving and Decision Making Quick and effective resolution of operational exceptions
- Customer Centricity Commitment to delivering superior customer experience and service
- Integrity and Accountability Reliable handling of cash, shipments, and performance targets
- Communication Skills Clear and assertive communication with teams, vendors, and cross-functional stakeholders
Key Performance Indicators:
Sr. No.
Key Result Areas
Key Performance Indicators (KPIs)
1
Drive Service Quality and Excellence
- % of inbound delivery completion within 4 hours of load arrival
- % of undelivered shipments
- Return to Origin (RTO) %
- Number of SOP deviations or non-compliances
- NPS (Net Promoter Score) for service center
- COD cash tally accuracy (number of discrepancies)
2
Operational Process Efficiency and Capability
- Shipments per Full-Time Equivalent (FTE)
- Net stops per FTE
- % of exception cases resolved within TAT
- % reduction in manual interventions or escalations
3
Employee Management and Capability Building
- Completion of training programs for staff and PDAs
- Availability of manpower as per load plan
- Staff punctuality and attendance adherence
4
Security and Compliance
- Number of damaged or mishandled shipment cases
- % resolution of security-related incidents
- Adherence to vehicle checks and cash handover process
5
Employee Morale and Retention
- PDA attrition rate (%)
- Engagement feedback from team (if available)
- Timely reimbursement and operational support satisfaction score (if tracked)
Why join DHL Blue Dart
When you join us, you're not just taking a jobyou'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 parcelswe deliver excellence, innovation, and opportunity every day.Here's what makes us stand out:
