Regional Etail Quality Improvement Manager (Operations)

DHL · Mumbai

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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 environment 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 Regional Etail Quality Improvement Manager is responsible for driving service quality, process adherence and continuous improvement across the regional Etail First Mile and Last Mile network.

The role monitors end-to-end shipment lifecycle performance across Service Centres and delivery locations, identifies service-quality gaps and drives corrective actions with branch, area and regional operations teams.

Owns regional Etail quality analytics and governance across key service metrics including pickup and delivery performance, First Attempt Delivery Success, undelivered shipments, NDR, ageing, customer complaints, shipment exceptions and operational process adherence.

The role leads the regional Etail Quality Improvement team and works closely with Operations, Customer Service, Security, IT/Digital and other stakeholders to improve shipment flow, eliminate recurring defects and strengthen customer experience.

This is primarily a quality governance, analytics and continuous improvement role, working in partnership with line Operations teams who continue to own day-to-day operational execution.

Job Purpose:

To continuously improve Etail service quality across the regional First and Last Mile network by identifying operational defects, analysing shipment lifecycle performance, driving root-cause resolution and ensuring sustained adherence to service standards, thereby improving delivery reliability, customer experience and operational quality.

Key Roles & Responsibilities:

Leadership

• Lead and manage the regional Etail Quality Improvement team and ensure clear ownership of quality-monitoring priorities.
• Build strong quality and problem-solving capability across the team.
• Establish regular quality-review mechanisms with regional, branch and operational teams.
• Drive accountability for closure of recurring service-quality gaps.
• Build a culture of proactive quality management rather than reactive exception resolution.
• Coach teams on root-cause analysis, corrective actions and sustained process improvement.

Etail Service Quality Management

• Monitor end-to-end Etail shipment lifecycle across pickup, processing, movement and delivery stages.
• Track regional Etail service-quality performance against defined organisational standards and customer commitments.
• Identify service failures, ageing shipments, delivery exceptions and recurring operational defects.
• Drive improvement in First Attempt Delivery Success and reduction in avoidable delivery failures.
• Monitor NDR reasons and ensure corrective action on operationally controllable causes.
• Review undelivered, misrouted, delayed, damaged or exception shipments and drive closure with respective teams.
• Identify high-defect locations, routes and operational pockets and initiate targeted improvement plans.
• Ensure consistency of Etail service-quality standards across locations within the Region.

Quality Analytics & Exception Management

• Analyse shipment-level and location-level quality data to identify trends, recurring defects and systemic issues.
• Develop regional quality dashboards and exception reports for management review.
• Establish proactive alerts for shipments or locations at risk of service failure.
• Conduct root-cause analysis on major service deviations and recurring customer-impacting issues.
• Track corrective and preventive actions through closure.
• Use data to differentiate isolated operational exceptions from structural process issues.
• Maintain visibility of quality performance by branch, service centre, route and relevant operational parameters.

First & Last Mile Quality Improvement

• Partner with First Mile and Last Mile Operations teams to improve pickup and delivery quality.
• Review adherence to pickup and delivery processes, operational cut-offs and shipment handling standards.
• Identify opportunities to improve delivery attempt quality, shipment visibility and customer communication.
• Support improvement of address quality, delivery instructions and exception coding.
• Drive reduction in repeat attempts arising from avoidable operational reasons.
• Work with operational teams to improve route-level quality and delivery consistency.
• Support peak-period quality readiness and identify potential service risks before volume surges.

Process Compliance & Standardisation

• Conduct periodic process-quality reviews across regional operating locations.
• Ensure adherence to defined Etail SOPs, shipment handling processes and service standards.
• Identify deviations from standard processes and drive corrective action.
• Support implementation of national quality initiatives across the Region.
• Standardise proven quality-improvement practices across branches and Service Centres.
• Ensure sustained implementation through follow-up audits and control mechanisms.
• Support quality readiness for new facilities, routes or operating models where required.

Customer Experience & Complaint Reduction

• Analyse Etail-related customer complaints and identify underlying operational causes.
• Partner with Customer Service and Operations teams to reduce repeat complaints.
• Identify systemic customer experience issues and recommend operational solutions.
• Monitor complaint trends by location, failure type and root cause.
• Ensure major recurring service failures are addressed through structured corrective-action plans.
• Support improvements in delivery experience and shipment visibility.

Continuous Improvement

• Build and maintain a regional quality-improvement pipeline focused on recurring service defects.
• Apply structured problem-solving methodologies such as RCA, PDCA, Pareto analysis and process mapping.
• Conduct field visits / Gemba reviews at locations with persistent quality gaps.
• Identify opportunities for process simplification, automation and preventive controls.
• Track measurable benefits from improvement initiatives.
• Institutionalise successful interventions across relevant locations to prevent recurrence.

Technology, Data & Automation

• Use operational dashboards and shipment-level analytics to identify quality gaps and intervention priorities.
• Drive accurate exception coding and data discipline across operating locations.
• Support implementation and adoption of digital tools that improve shipment visibility and quality control.
• Partner with IT/Digital teams to automate recurring quality reports and exception identification.
• Identify opportunities for predictive / proactive quality monitoring.
• Ensure quality data used for decision-making is accurate, timely and actionable.

Stakeholder & Governance

• Collaborate closely with Regional Operations, Branch Operations, First & Last Mile teams and Service Centres.
• Partner with Customer Service on complaint trends and customer-impacting quality issues.
• Coordinate with Security on shipment loss, damage and other quality exceptions wherever relevant.
• Work with IT/Digital teams on system or data issues impacting shipment visibility and quality.
• Conduct periodic Etail quality reviews with regional stakeholders.
• Escalate structural or recurring quality risks requiring regional or national intervention.
• Act as the regional SME for Etail service quality and continuous improvement.

Qualifications & Experience:

• Education: Bachelor’s degree in operations, Supply Chain, Logistics, Engineering, Business Administration or related discipline preferred; MBA / PG qualification desirable.
• Experience: 5–8 years of relevant experience in express logistics, eCommerce logistics, last-mile operations, service quality, operational excellence or supply chain operations.
• Strong exposure to First Mile / Last Mile operations and shipment lifecycle management.
• Experience in analysing service-quality metrics and driving corrective actions across multiple operating locations.
• Understanding of delivery performance, NDR, ageing, service failures, customer complaints and operational exception management.
• Experience in data analysis, operational dashboards, root-cause analysis and continuous improvement.
• Exposure to multi-location operational governance and stakeholder management.
• Experience managing or coordinating quality / operational improvement teams preferred.
• Preferred Industries: Express Logistics, Courier, eCommerce Logistics, 3PL, Last Mile Delivery, Distribution and Supply Chain Operations.

Skills & Capabilities:

Technical Competencies:

• First & Last Mile Quality Management
• Delivery Performance & Service Quality Analytics
• First Attempt Delivery / Delivery Success Management
• NDR & Exception Management
• Shipment Lifecycle Analysis
• Root Cause Analysis & Corrective Action
• Quality Audits & Process Compliance
• Operational Dashboards & MIS
• Data Analysis & Trend Identification
• Customer Complaint & Defect Analysis
• Continuous Improvement / PDCA / Lean Tools
• Process Standardisation & Governance
• Excel / BI Tools and operational reporting

Behavioural Competencies:

• People leadership & coaching, succession planning, and change management.
• Data‑driven decisioning; stakeholder and supplier negotiation; execution rigor.
• Strong communication in English and local language(s); ability to influence cross‑functionally.

Key Performance Indicators:

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 bdjobs@bluedart.com

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