Senior Executive - Ground Service Quality
- Blue Dart
- 1 - 3 years
- Mumbai
- 2 days ago
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Job Description
Job Title: Sr. Executive Ground Service Quality
Function: Ground Operations
Location: Head Office, Mumbai
About Blue Dart Express India:
At Blue Dart, we go beyond delivering shipmentswe deliver trust, precision, and excellence. As Indias 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 Indias Top 100 Great Places to Work and recognized as part of the DHL Groups Top Employer certification across multiple regions. Being an Employer of Choice is not just a goalits 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 Indias supply chain with integrity and careBlue Dart is where you belong.
Position Overview:
The Sr. Executive - Ground Service Quality supports the Ground Operations function in maintaining high service standards, tracking key operational metrics, and assisting in the resolution of exceptions related to delivery performance. This role plays a critical part in ensuring consistent service quality across the network and contributes to continuous improvement initiatives.
Job Purpose:
Responsible for monitoring and supporting service quality initiatives, tracking delivery KPIs, and ensuring timely reporting and resolution of exceptions across the ground network. The role requires close coordination with internal stakeholders to maintain service excellence and customer satisfaction.
Key Responsibilities:
Scope of Role:
- Monitor, track, and analyze service quality metrics in ground operations.
- Support exception management and drive timely closure of issues such as damages and delivery delays.
- Prepare and maintain accurate MIS reports for senior management.
Key Responsibilities Include:
- Collect, update, and maintain data related to service quality (e.g., NSL, TAT, on-time delivery).
- Track service quality performance for key accounts and highlight deviations.
- Handle and follow up on exceptions like damages, lost cases, and no-info shipments; maintain detailed records.
- Analyze data on damages, COF, and security shield and take necessary actions.
- Monitor key customer damages and ensure proactive follow-up.
- Ensure delivery performance tracking, including EDL locations and SFC E-Retail deliveries.
- Maintain and circulate MIS reports on trends and service levels.
- Monitor undelivered status codes and last shipment updates.
- Support quality improvement plans and cross-functional coordination for service issues.
Qualifications:
Education:
- Bachelor's degree in any discipline.
- Additional certifications or training in logistics, operations, or quality management preferred.
Experience:
- 2 to 4 years of relevant experience in operations or service quality, preferably in logistics or transportation.
- Experience in exception handling, MIS reporting, and service tracking.
Core Skills & Competencies:
Technical Skills:
- Proficiency in Excel and data management tools.
- Familiarity with logistics tracking systems and performance dashboards.
- Analytical mindset with an ability to identify patterns and root causes.
Behavioural Competencies
- Attention to Detail - Accuracy in tracking, reporting, and documentation.
- Problem Solving - Ability to analyze exceptions and support resolution.
- Collaboration - Strong interpersonal skills to work with cross-functional teams.
- Accountability - Ownership of deliverables and timely reporting.
- Communication - Clear reporting to internal stakeholders.
- Process Orientation - Focus on standard procedures and continuous improvement.
Key Performance Indicators (KPIs)
1. Monitoring of service quality - Timely collection and trend tracking of NSL, damages, EDL performance, SFC-Etail
2. Exception handling - Timely resolution and documentation of damages, and no-info cases
3. MIS reporting - Accurate and timely circulation of daily/monthly reports and trend analyses
4. Customer-focused performance tracking - Delivery status and adherence monitoring for key customers
5. Operational insights - Identification and flagging of issues for service improvement initiatives
Why Join Blue Dart
When you join us, you become part of a purpose-driven organization that's redefining logistics across India and beyond. Here's what you can expect:
- Competitive compensation and performance-linked incentives that reward your contribution.
- Continuous learning through structured development programs, on-the-job coaching, and access to global best practices.
- Comprehensive benefits including medical insurance (with optional parental cover), financial wellness programs, and generous paid time off.
- A strong culture of recognition, inclusion, and respectwhere your ideas matter and achievements are celebrated.
- Access to cross-functional and global career paths within DHL Groups diverse business portfolio.
The pride of working for Indias most awarded logistics brand, delivering excellence across 56,000+ locations and 220+ countries.
Join us and be part of a company thats not only a leader in logisticsbut also a trusted Employer of choice, committed to your growth, well-being, and long-term success.
Job Classification
Industry: Courier / Logistics (Logistics Tech)Functional Area / Department: Procurement & Supply ChainRole Category: SCM & LogisticsRole: SCM & Logistics - OtherEmployement Type: Full timeContact Details:
Company: Blue DartLocation(s): Mumbai
Keyskills: Logistics Tracking Coordination Dispatch Vendor Coordination Operations Follow Ups Record Maintenance
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