Branch Operations Head - LDC (Ludhiana)

Job Title
Branch Operations Manager
Function
Operations
Reports To
Branch Manager
Location
LDC
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 Branch Operations Manager is accountable for end-to-end operational performance of an assigned Branch geography comprising multiple cities / districts and, where applicable, locations across adjoining states.
The role owns operational performance across a diverse network of Service Centres, Pickup & Delivery Units (PUDs), RSPs / BDOs, warehouses, hub interfaces and customer walk-in counters, ensuring seamless pickup, processing, network connectivity and last-mile delivery across products and customer segments.
The role is accountable for service quality, volume handling, manpower productivity, operating cost, customer experience, infrastructure readiness, partner performance, compliance and overall operational capability across the Branch.
Leads Branch Operations teams and works closely with regional functional managers across PUD, Air, Surface, CPU, PDA, RSP / BDO and other Operations functions to ensure consistent execution and strong integration with the wider regional network.
Job Purpose:
To lead and manage end-to-end Branch Operations across a geographically dispersed network by ensuring reliable service delivery, strong customer experience, optimum workforce and infrastructure utilization, cost efficiency, operational compliance and continuous improvement across all Branch locations and operating models.
Key Roles & Responsibilities:
Branch Operations Leadership
Own end-to-end operational performance across the assigned Branch geography.
Translate regional operational priorities into Branch-level execution plans.
Ensure consistent operating standards across all cities, Service Centres, PUDs, RSPs / BDOs, counters and other operating locations.
Establish structured daily, weekly and monthly performance-governance reviews.
Identify underperforming locations and drive time-bound corrective actions.
Ensure operational readiness for daily volumes, seasonal peaks, customer launches and business-growth requirements.
Act as the senior Operations leader for the Branch geography.
Service Centre & Last Mile Operations
Ensure consistent pickup and delivery performance across all Service Centres and PUD locations.
Monitor First Attempt Delivery, NDR, ageing, pickup adherence and operational exceptions.
Drive improvements in route productivity, manpower utilization and service quality.
Ensure adequate capacity and workforce availability across locations.
Review operating performance of Service Centres and intervene where service or productivity falls below target.
Ensure customer commitments and operational cut-offs are met consistently.
Drive standardisation of First and Last Mile operating practices across Branch locations.
RSP / BDO & Remote Location Governance
Ensure reliable operations across RSP, BDO and partner-supported locations within the Branch.
Monitor outsourced / franchise partner service, manpower and productivity.
Ensure partner locations comply with Blue Dart operational, customer-service and safety standards.
Review adequacy of manpower and operational capability in lower-volume / remote markets.
Drive corrective actions for underperforming partner locations.
Escalate structural vendor or operating-model concerns to the Regional RSP / BDO Manager.
Ensure continuity of service across remote and difficult-to-operate geographies.
Hub, Warehouse & Network Coordination
Ensure seamless Branch connectivity with Air Hubs, Surface Hubs, CPUs and downstream network locations.
Monitor inbound and outbound shipment flow and adherence to connection cut-offs.
Coordinate with Hub / CPU / Network teams to resolve recurring connectivity issues.
Ensure warehouses and transit facilities under the Branch maintain adequate processing and storage capability.
Monitor shipment accumulation, backlog and network exceptions.
Support contingency planning during capacity constraints, network disruptions or peak periods.
Ensure timely movement of shipments between Branch locations and upstream / downstream network nodes.
Multi-product Operations Management
Ensure consistent operational performance across Express, eCommerce and other products handled within the Branch.
Monitor product-specific service requirements, volume patterns and operational cut-offs.
Ensure teams understand different handling and customer commitments across products.
Align capacity and resources to product mix and volume requirements.
Address operational gaps impacting key product or customer segments.
Support rollout of new products, customer solutions and operating models within the Branch.
Customer Experience & Service Quality
Drive achievement of service-quality targets across the Branch.
Review customer complaints, service failures and recurring operational defects.
Partner with Customer Service and Commercial teams on major customer issues.
Ensure timely corrective action for high-impact service failures.
Monitor service trends by location, product and customer segment.
Drive high standards at customer walk-in counters and other customer-facing operational locations.
People & Workforce Leadership
Lead Branch Operations managers, Service Centre leaders and supporting teams.
Ensure appropriate manpower planning across FTE, outsourced and partner-supported operations.
Build capability and leadership bench strength across Branch Operations.
Conduct regular performance reviews and field interactions.
Drive productivity, engagement and accountability across locations.
Ensure succession and development plans for critical operational roles.
Maintain adequate workforce readiness for peak and business-continuity requirements.
Cost & Productivity Management
Own Branch Operations cost performance and productivity improvement.
Monitor cost per shipment, manpower productivity and facility utilization.
Drive cost optimization through improved workforce deployment, route design, infrastructure utilisation and operating models.
Identify structurally high cost-to-serve locations and initiate corrective actions.
Balance cost improvements with customer and service commitments.
Support annual and periodic Branch operating-cost planning.
Track productivity and cost-improvement initiatives through measurable outcomes.
Infrastructure & Capacity Planning
Ensure infrastructure across Branch locations is adequate for current and projected volumes.
Monitor capacity of Service Centres, warehouses, PUDs and other operating facilities.
Provide inputs for expansion, relocation, consolidation or redesign of locations.
Coordinate with Engineering / Facilities teams on infrastructure and equipment requirements.
Ensure facilities remain operationally ready and safety compliant.
Plan proactively for peak and festive capacity requirements.
Compliance, Safety & Governance
Ensure adherence to Blue Dart SOPs, safety, security and statutory requirements across Branch locations.
Maintain readiness for internal and external audits.
Monitor closure of audit observations and recurring compliance gaps.
Ensure appropriate controls over shipment handling, cash, documentation, assets and outsourced operations.
Drive a strong culture of safety and operational discipline.
Escalate material compliance or security risks to re

Work arrangement
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