Job Title - Service In-charge - Function - Operations - Reports To - Branch Operations Head Location - GCT (Gaur City) - Travel Required - 25% 50% þ 75%** About DHL Blue Dart Express India : Blue Dart Express Limited , a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics workplace and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004. Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder. We are proud to be consistently ranked among India’s Top 100 Great Places to Work , combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour. If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong . Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition. Position Overview : The Service In-charge is responsible for managing the day-to-day operations of one or more assigned Service Centres, Branches or Business Delivery Offices (BDOs), ensuring safe, timely and cost-effective movement of shipments while consistently delivering high standards of operational performance and customer service. Reporting to the Branch Operations Head, the role provides operational leadership across the assigned locations by driving service quality, shipment processing, pickup and delivery performance, workforce productivity, customer experience, operational compliance and financial controls. The incumbent works closely with internal stakeholders and external partners to ensure seamless execution of operations, adherence to organisational standards and continuous improvement in operational efficiency. Job Purpose : To manage the end-to-end operations of assigned Service Centres, Branches or BDOs by ensuring operational excellence, service quality, workforce effectiveness, customer satisfaction and compliance with organisational policies, while achieving productivity, cost and business performance objectives. - Key Roles & Responsibilities : Service Centre Operations Management - Lead the day-to-day operations of assigned Service Centres, Branches and BDOs to ensure safe, efficient and timely execution of operational activities. - Ensure adherence to operational workflows, standard operating procedures (SOPs) and service quality standards. - Monitor daily operational performance and ensure achievement of shipment processing and delivery commitments. - Drive operational discipline and ensure seamless coordination across all operational activities. - Ensure readiness of manpower, infrastructure and operational resources to support business requirements. Shipment Processing & Distribution Management - Monitor inbound and outbound shipment processing, scanning, sorting, dispatch and reconciliation activities. - Review shipment pre-alerts and plan operational activities to ensure timely processing and deliveries. - Ensure timely allocation of delivery sheets, handheld devices and operational resources. - Monitor delivery performance and proactively minimise undelivered shipments, return-to-origin (RTO) cases and operational exceptions. - Coordinate with Hub Operations, Origin locations and Customer Service teams to resolve shipment-related issues. Customer Service & Exception Management - Ensure timely resolution of operational exceptions impacting customer deliveries. - Coordinate with Customer Service teams to provide prompt resolution of customer complaints and service issues. - Monitor exceptio