About this role
Job Title Regional Manager – PDA Operations Function Operations Reports To Regional Operations Head
Location Regional HQ (multi-state coverage) Travel Required 25% ☐ 50% þ 75% ☐ 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 Regional Manager – PDA Operations is accountable for the end-to-end performance, availability, productivity, cost and governance of the outsourced Pickup & Delivery Associate (PDA) workforce across the Region. The role owns the regional operating model for outsourced PDA deployment across both fixed-salary and per-piece / productivity-linked models, ensuring adequate workforce capacity, vendor capability and cost-effective service delivery across multiple branches, service centres and cities. Owns vendor governance from operational requirement through deployment, productivity management, performance review, billing validation, commercial adherence and corrective intervention. The role works closely with Branch / Area Operations, HR, Procurement, Finance and vendor partners to ensure sufficient PDA availability while maintaining service quality, workforce compliance, productivity and cost discipline. Acts as the regional owner for outsourced PDA operations and drives a scalable, commercially sustainable and service-led workforce model across the Region. Job Purpose: To ensure reliable and cost-effective outsourced Pickup & Delivery capacity across the Region by managing vendor capability, workforce availability, productivity, service performance, commercial governance and compliance across fixed-pay and per-piece operating models. Key Roles & Responsibilities: Regional PDA Strategy & Capacity Planning • Own regional workforce-capacity planning for outsourced PDA operations across branches and service centres. • Translate shipment volume forecasts, business growth and seasonal requirements into location-level PDA capacity plans. • Build capacity models across fixed-salary and per-piece deployment depending on location economics and operating requirements. • Ensure proactive workforce readiness for peak periods, new customer launches and network expansion. • Monitor regional manpower gaps and ensure timely mitigation before service is impacted. • Recommend appropriate outsourced workforce models based on productivity, volume and cost-to-serve. Vendor Management & Governance • Own end-to-end operational governance of PDA vendors across the Region. • Ensure sufficient vendor capability and coverage across existing and emerging locations. • Drive structured vendor performance reviews against manpower, productivity, service, compliance and commercial KPIs. • Identify underperforming vendors and implement corrective action plans. • Support evaluation and onboarding of alternate / additional vendors where capacity or service capability is insufficient. • Build vendor continuity and backup capacity to reduce dependency risk. • Ensure vendor relationships remain performance-driven and commercially sustainable. Outsourced Workforce Availability & Deployment • Ensure adequate PDA availability across branches and service centres in line with approved operating requirements. • Monitor deployment against sanctioned / planned capacity and actual shipment volumes. • Drive timely replacement of attrition, absenteeism and non-performing resources. • Monitor joining, activation and deployment lead times. • Ensure appropriate distribution of workforce across locations based on workload and service requirements. • Prevent avoidable manpower shortages that could impact pickup and delivery operations. Fixed Salary & Per-Piece Model Management • Govern performance of PDA resources operating under fixed-salary and per-piece models. • Evaluate suitability of each model based on shipment density, route productivity, location economics and service requirements. • Monitor output, attendance and productivity under fixed-cost models. • Monitor payout-to-output relationship and unit economics under per-piece models. • Identify opportunities to shift operating models where productivity or cost effectiveness can be improved. • Ensure commercial structures drive the right service and productivity behaviour without compromising quality. Service Performance & Operational Productivity • Ensure outsourced PDA capacity supports pickup and delivery service commitments across the Region. • Monitor productivity, route output, strike rate and service performance by location / vendor. • Drive improvement in delivery productivity and manpower utilisation. • Identify low-productivity locations and implement corrective actions with Operations and vendors. • Ensure outsourced resources meet Blue Dart service and customer-experience standards. • Drive consistency in operating discipline across vendors and locations. Commercial & Cost Governance • Own regional oversight of PDA operating cost across fixed and variable models. • Monitor cost per shipment / cost per delivery and identify opportunities for improvement. • Ensure vendor rate cards and commercial agreements are implemented correctly. • Review productivity and deployment against billed manpower / output. • Strengthen controls around billing validation, reconciliation and payment documentation. • Work with Finance and Procurement on rate reviews, cost optimisation and commercial governance. • Identify savings opportunities without compromising workforce stability or service quality. Vendor Billing & Financial Controls • Ensure vendor invoices are supported by validated deployment, attendance and productivity data. • Drive timely reconciliation of operational records against vendor billing. • Monitor billing exceptions and ensure resolution before payment processing. • Reduce revenue leakage / overbilling arising from incorrect deployment or productivity data. • Ensure alignment between commercial terms, operational performance and vendor payouts. • Maintain appropriate regional controls and audit trail for outsourced workforce expenditure. Workforce Compliance & Risk Management • Ensure outsourced PDA vendors comply with applicable statutory requirements, contractual obligations and Blue Dart policies. • Monitor completion of KYC, BGV, onboarding documentation and workforce records. • Ensure only appropriately onboarded and activated resources are deployed. • Identify operational, compliance and continuity risks associated with vendors and outsourced manpower. • Coordinate with HR, Security and vendors on compliance exceptions and corrective actions. • Drive closure of audit observations and recurring compliance gaps. Digital Workforce & Process Governance • Drive adoption of digital onboarding, attendance, workforce management and vendor-management platforms. • Ensure accurate workforce and deployment data across systems. • Reduce manual intervention in outsourced workforce lifecycle processes. • Monitor system adoption by vendors and operational teams. • Use data and dashboards to improve manpower visibility, productivity analysis and cost governance. • Identify opportunities for automation and digital controls across the PDA operating model. Vendor Development & Market Capacity • Build a wider regional vendor ecosystem to support business growth and mitigate concentration risk. • Identify new sourcing and service-partner opportunities in difficult / high-attrition locations. • Assess vendor capability across Tier 1, Tier 2 and Tier 3 markets. • Support structured onboarding of new service partners in line with internal processes. • Ensure new vendors are operationally ready before deployment. • Maintain backup vendor capability for critical markets and peak requirements. Continuous Improvement • Drive regional initiatives focused on PDA productivity, service quality, workforce stability and cost optimisation. • Analyse vendor and location trends to identify systemic gaps. • Implement standardised operating practices across the Region. • Drive root-cause resolution for recurring manpower or productivity issues. • Pilot alternative workforce, payout or deployment models where relevant. • Track measurable benefits from improvement initiatives. Stakeholder & Governance • Work closely with Regional Operations Head, Area / Branch Operations and regional functional teams. • Partner with HR on workforce onboarding, compliance and vendor manpower issues. • Collaborate with Procurement on vendor selection, contracts and commercial negotiations. • Partner with Finance on billing, reconciliation and cost governance. • Coordinate with IT / Digital teams on workforce-management tools and system issues. • Conduct structured regional PDA reviews and provide clear visibility of capacity, cost, productivity and risk. • Act as the regional SME for outsourced PDA operations. Qualifications & Experience: • Education: Bachelor’s degree in operations, Supply Chain, Logistics, Business Administration or related discipline; MBA / PG desirable. • Experience: 10–15 years of relevant experience in express logistics, last-mile delivery, outsourced workforce operations, vendor management, 3PL, eCommerce logistics or high-volume service operations. • Strong experience managing large outsourced / contractual workforce models across multiple locations. • Demonstrated experience in vendor governance, manpower planning and operational service delivery. • Strong understanding of fixed-pay and productivity / per-piece workforce models. • Experience in cost management, vendor commercials, billing and reconciliation. • Experience managing operational performance through third-party vendors and indirect workforce. • Exposure to last-mile pickup and delivery operations, route productivity and manpower optimisation. • Strong understanding of statutory compliance, outsourced workforce governance and vendor risk management. • Experience in digital workforce platforms / vendor-management systems desirable. • Preferred Industries: Express Logistics, Courier, eCommerce Logistics, 3PL, Last Mile Delivery, Retail Distribution and other large outsourced workforce environments. Skills & Capabilities: Technical Competencies: • Outsourced Workforce Operations Management • PDA / Last Mile Workforce Planning • Vendor Management & SLA Governance • Fixed & Per-Piece Operating Models • Workforce Productivity Management • Cost per Shipment / Delivery Economics • Vendor Commercial & Billing Governance • Manpower Capacity Planning • Compliance & Workforce Risk Management • Vendor Development & Onboarding • Operational Analytics & MIS • Digital Workforce Management • Root Cause Analysis & Continuous Improvement • Data Analysis and Data-led Governance Behavioural Competencies: • Strategic & Operational Leadership • Vendor & Stakeholder Management • Commercial Acumen • Data-driven Decision Making • Influence Without Direct Authority • Cost Consciousness • Problem Solving • Governance & Execution Discipline • Change Management Key Performance Indicators: Sr. No. Key Result Areas Key Performance Indicators (KPIs) 1 Workforce Availability PDA fill rate / availability vs. approved requirement 2 Service Performance Pickup / delivery SLA performance supported by PDA network 3 Productivity Deliveries / pickups per PDA, manpower utilisation 4 Cost Efficiency Cost per shipment / delivery and productivity-linked cost improvement 5 Vendor Performance % vendors meeting defined SLA / scorecard standards 6 Attrition & Replacement Attrition %, replacement TAT, manpower continuity 7 Commercial Governance Billing accuracy, reconciliation closure, rate-card compliance 8 Compliance KYC / BGV / statutory / contractual compliance % 9 Vendor Capacity & Risk Critical-location coverage, alternate-vendor readiness, concentration-risk reduction 10 Continuous Improvement Productivity / cost / process improvements and measurable benefits realised 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. Disclaimer: At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB). Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Any such request is fraudulent and unauthorized. Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to [email protected]