About this role
JOB TITLE: REGIONAL SENIOR MANAGER – PUD OPERATIONS
Job Title: Regional Senior Manager – PUD Operations Function: Operations Reports To: Regional Operations Head Location: Regional HQ (multi-state coverage) Travel Required 25% ☐ 50% ☑ 75% ☐ About DHL Blue Dart Express India
Position Overview Regional leadership role accountable for performance, productivity, and capability of the pickup and first-mile network across multiple cities and states. Owns customer service KPIs across first mile and upstream integration into last mile, ensuring seamless flow from pickup to delivery. Leads all Cluster Heads across the region and drives operational consistency, revenue assurance, and digital transformation across pickup operations including SFC and Apex workflows. This role operates as a regional capability and governance function, working closely with line Operations teams to drive customer experience, revenue realization, and standardized practices across the pickup network. Job Purpose To build and operate a high-performing first-mile network by driving customer service excellence, productivity, revenue assurance, and digital adoption, while ensuring seamless integration with downstream operations and overall network efficiency. Key Roles & Responsibilities Strategic Leadership • Define and execute regional first-mile strategy aligned to customer SLAs, business growth, and service expectations. • Translate national operational frameworks into region-specific execution models for pickup and customer interface operations. • Drive standardization and scalability of pickup processes across SFC and Apex operations. People Leadership & Organization Development • Lead and manage Cluster Heads across the region, ensuring alignment to service, productivity, and revenue goals. • Build leadership capability, succession pipeline, and operational bench strength across the network. • Drive engagement, performance culture, and compliance across all first-mile operations. Operational Excellence (First Mile Network) • Own and govern performance of pickup operations across SFC and Apex workflows. • Drive service excellence across customer KPIs including pickup timeliness, adherence to SLAs, and issue resolution. • Ensure consistency in execution through standardized operating practices and governance mechanisms across locations. • Monitor operational performance across clusters and enable corrective actions for underperformance. Revenue Assurance & Compliance • Drive revenue realization through reweigh compliance, process adherence, and elimination of leakage across the network. • Monitor and improve compliance levels across pickup operations to ensure accurate billing and revenue capture. • Identify and implement process improvements to strengthen revenue assurance mechanisms. Digitalization & Transformation • Lead digital initiatives across first-mile operations including SFC and Apex processes. • Drive adoption of digital tools, automation, and system-enabled workflows across the network. • Ensure sustained usage and performance tracking of digital initiatives across all clusters. Cost Optimization & Productivity • Drive productivity improvements across pickup operations through route optimization, manpower efficiency, and process standardization. • Optimize cost per pickup/order while maintaining service quality and compliance.
Stakeholder & Governance • Collaborate with Last Mile, CPU, Network, Product, Finance, and HR teams for end-to-end operational alignment. • Act as regional SME for first-mile operations in internal and customer forums. Qualifications & Experience • Education: Graduate (Operations / Supply Chain preferred); MBA/PG desirable. • Experience: 10–15 years of experience in operations, with strong exposure to first-mile, pickup, or field operations at scale. • Proven experience in managing multi-location operations and leading second-line teams. • Exposure to customer-facing operations and revenue assurance processes preferred. • Preferred industries: Express logistics, eCommerce logistics, distribution networks. Skills & Capabilities Technical Skills • First-mile / pickup operations management • Customer SLA management • Revenue assurance and compliance • Process standardization and productivity improvement • Digital adoption and operations transformation Key Competencies • Leadership and team management • Customer orientation • Data-driven decision making • Stakeholder management • Execution excellence and problem solving Key Performance Indicators (KPIs) Sr. No. Key Result Areas Key Performance Indicators (KPIs)
1 Customer Service Pickup SLA adherence, service compliance
2 Revenue Assurance Reweigh compliance %, revenue leakage reduction
3 Productivity Pickups per resource, route efficiency
4 Digital Adoption % adoption of digital initiatives
5 Cost Efficiency Cost per pickup/order
6 Operational Consistency Performance variance across clusters
7 People & Culture Attrition, engagement, training
8 Compliance Process and audit compliance score