PUD CLUSTER HEAD - INDORE

Job Title: PUD CLUSTER HEAD

Function: Operations

Reports To: Regional Senior Manager – PUD Operations

Location: Indore

Travel Required: 25% 50% ☐75% ☐

About Blue Dart Express India

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Position Overview

Cluster leadership role accountable for the operational performance, productivity, and service quality of PUD Operations across multiple PUDs within the assigned cluster. Owns First Mile and Last Mile performance by ensuring timely pickups and deliveries, customer service excellence, revenue assurance, and operational consistency while supporting business growth.

Leads PUD Managers across the cluster and drives standardized execution, manpower optimization, digital adoption, and operational governance to ensure seamless integration between First Mile Operations and the regional Surface Network.

This role operates as a cluster capability and governance function, working closely with Service Centre Operations, Surface Network, Commercial, Customer Service, and Regional PUD Operations teams to deliver consistent operational performance.

Job Purpose

To build and operate a high-performing First Mile and Last Mile network by driving pickup service excellence, productivity, revenue assurance, customer experience, and standardized operational practices while ensuring seamless integration with downstream logistics operations.

Key Roles & Responsibilities

Strategic Leadership

• Execute cluster-level First Mile and Last Mile strategy aligned with regional operational objectives, customer SLAs, and business growth.
• Translate regional operational initiatives into effective cluster execution plans.
• Drive continuous improvement across pickup operations to enhance service quality and productivity.
  
  
  

Leadership

• Lead and manage PUD Managers across the cluster, ensuring alignment to service, productivity, revenue, and operational excellence objectives.
• Build leadership capability, succession planning, and operational bench strength across PUDs.
• Drive employee engagement, performance management, and compliance with organizational policies.
• Ensure consistent implementation of regional operational strategies and governance frameworks across all PUDs.
  
  
  

Operational Excellence

• Own and govern operational performance across pickup and delivery operations within the cluster.
• Ensure achievement of pickup and delivery SLA, customer service standards, and operational productivity targets.
• Drive route optimization, manpower planning, and resource utilization to improve operational efficiency.
• Monitor operational performance, identify service gaps, and implement corrective actions across PUDs.
• Ensure adherence to SOPs, safety standards, and regulatory compliance across all pickup and delivery operations.
  
  
  

Revenue Assurance & Compliance

• Drive revenue realization through reweigh compliance, shipment accuracy, and elimination of revenue leakage.
• Ensure compliance with operational and commercial processes to maximize billing accuracy.
  
  
  

Customer Experience & Service Quality

• Drive superior customer experience by ensuring timely pickups and deliveries and proactive issue resolution.
• Monitor customer service metrics and implement initiatives to improve service quality.
• Support Commercial and Customer Service teams in resolving key customer escalations.
  
  
  

Cost Optimization & Productivity

• Improve pickup productivity through route optimization, manpower utilization, and operational standardization.
• Optimize cost per shipment while maintaining service quality and customer satisfaction.
  
  
  

Process Re-engineering & Continuous Improvement

• Lead continuous improvement initiatives across pickup and delivery operations.
• Standardize operational processes across all PUDs within the cluster.
• Implement best practices to improve productivity, service quality, and operational consistency.
  
  
  

Stakeholder & Governance

• Collaborate with Surface Operations, CPU Operations, Commercial, Customer Service, Finance, HR, and Service Centre teams.
• Ensure alignment between cluster execution and regional operational strategy.
• Act as the cluster SME for First Mile Operations and participate in operational governance forums.
  
  
  

Qualifications & Experience

• Education: Bachelor's degree (Operations / Supply Chain / Business preferred); MBA/PG desirable.
• Experience: 7–10 years of experience in logistics operations with strong exposure to First Mile, Last Mile, Pickup Operations or Field Operations.
• Proven experience in leading multi-location operations and managing large field teams.
• Exposure to customer-facing operations, productivity improvement, and revenue assurance preferred.
• Preferred Industries: Express Logistics, eCommerce Logistics, Distribution Networks, 3PL.
  
  
  

Skills & Capabilities

Technical Skills

• First Mile & Last Mile Operations Management
• Customer SLA Management
• Revenue Assurance & Compliance
• Route Planning & Productivity Improvement
• Manpower Planning & Operational Governance
• Process Standardization & Continuous Improvement
• Data analysis and data lead governance
  
  
  

Key Competencies

• Leadership & Team Management
• Customer Orientation
• Data-driven Decision Making
• Stakeholder Management
• Operational Excellence
• Problem Solving
• Change Management
  
  
  

Key Performance Indicators (KPIs)

Sr. No.

Key Result Areas

Key Performance Indicators (KPIs)

1

Customer Service

Pickup SLA Adherence, Service Compliance

2

Revenue Assurance

Reweigh Compliance %, Revenue Leakage Reduction

3

Productivity

Pickups & delivery per Resource, Route Efficiency

4

Cost Efficiency

Cost per Kilo / Cost per Shipment

5

Service Quality

Customer Complaints, Pickup Quality Score

6

Operational Consistency

Performance Variance Across PUDs

7

People & Culture

Employee Engagement, Attrition, Training Completion

8

Compliance

Process Compliance, Audit Compliance Score

9

Continuous Improvement

CI Initiatives Delivered & Benefits Realized

10

Safety

EHS Compliance & Safety Performance