Operations Executive: AGP

JOB TITLE: Outbound Shift In-charge (Ops)

Career Function: Operations

Career Framework Level: Frontline Operations Leadership

Job Family / Sub-Family: Operations – Service Centre Operations

Mercer Job Code: To be Assigned

Career Stream / Career Level: Operations Leadership

Role Code: To be Assigned

Location: Branch / Service Centre (Location Agnostic)

RCS Grade: N

Reporting To: Service Centre In-charge

Travel Required: 25% ☐ 50% ☐ 75% ☐

Job Title

Outbound Shift In-charge

Function

Operations

Reports To

Service Centre In-charge / Operations Manager / Branch Operations Manager (as applicable)

Location

Branch / Service Centre (Location Agnostic)

Travel Required

25% ☐ 50% ☐ 75% ☐

Position Overview

The Outbound Shift In-charge is responsible for leading all outbound operational activities within the assigned Service Centre, ensuring timely processing, sorting, loading and dispatch of customer shipments while meeting Blue Dart's operational service commitments and network cut-off timelines.

The role provides frontline leadership to Ops Staff, Senior Ops Staff, Territory Service Representatives (TSRs) and Senior Territory Service Representatives (Senior TSRs) deployed during the shift, ensuring efficient manpower deployment, dispatch readiness, shipment accuracy, productivity, safety and operational compliance. The incumbent plays a critical role in ensuring seamless outbound operations, maintaining operational governance and enabling timely connectivity across Blue Dart's network.

Job Purpose

To lead and manage outbound shift operations by ensuring timely processing, sorting, loading and dispatch of shipments while driving operational productivity, service quality, workforce effectiveness, safety, compliance and adherence to Blue Dart's Standard Operating Procedures.

Key Roles & Responsibilities

Outbound Operations Management

• Lead and supervise all outbound operational activities during the assigned shift.
• Ensure timely processing, sorting, bagging, loading and dispatch of outbound shipments.
• Monitor vehicle loading and dispatch activities to ensure adherence to scheduled departure timelines.
• Coordinate with inbound operations to ensure smooth transition of shipments for onward dispatch.
• Ensure all outbound shipments are processed within defined service commitments and network cut-off timelines.
  
  
  

Shipment Processing & Dispatch Quality

• Ensure accurate shipment scanning, bagging, tagging, routing and manifest closure before dispatch.
• Monitor shipment loading accuracy to eliminate dispatch errors and mis-routing.
• Ensure dispatch documentation and manifests are completed accurately and within operational timelines.
• Minimize dispatch delays, shipment exceptions and operational errors through proactive monitoring.
• Ensure operational readiness during peak business periods and contingency situations.
  
  
  

People Leadership & Shift Management

• Plan and deploy manpower effectively across outbound operational workstations.
• Lead, coach and support Ops Staff, Senior Ops Staff, TSRs and Senior TSRs during the assigned shift.
• Conduct daily shift briefings covering safety, productivity, dispatch priorities and operational expectations.
• Monitor attendance, punctuality, workforce deployment and operational discipline.
• Provide on-the-job coaching to improve productivity, operational capability and service quality.
• Foster teamwork, collaboration and a high-performance operational culture.
  
  
  

Safety, Compliance & Operational Discipline

• Ensure strict adherence to Blue Dart Standard Operating Procedures (SOPs), operational guidelines and safety standards.
• Promote a culture of operational discipline, safety and accountability across the shift.
• Ensure team members wear the prescribed uniform, identity card and personal protective equipment, wherever applicable.
• Maintain high standards of housekeeping, workplace organization and operational readiness.
• Promote integrity, ethical conduct and zero tolerance towards fraud, policy violations and operational malpractice.
• Ensure compliance with statutory, regulatory and company requirements.
  
  
  

Operational Governance & Productivity

• Monitor outbound productivity and dispatch performance against defined operational targets.
• Review operational dashboards, reports and shift performance metrics to identify improvement opportunities.
• Ensure timely completion of operational documentation, system updates and dispatch records.
• Conduct effective shift handovers, highlighting pending dispatches, operational issues and service priorities.
• Escalate operational risks, dispatch delays and resource constraints to the reporting manager promptly.
• Support continuous improvement initiatives to enhance operational productivity, dispatch accuracy and service reliability.
  
  
  

Stakeholder Collaboration

• Coordinate closely with the Inbound Shift In-charge to ensure seamless movement of shipments across operational stages.
• Work collaboratively with Customer Service, Fleet, Security, Network Operations and other support functions.
• Coordinate vehicle readiness and dispatch schedules with transport and network teams.
• Support implementation of operational initiatives, process improvements and business priorities.
• Build effective working relationships across teams to ensure smooth operational execution.
  
  
  

Qualifications & Experience

Education

• Graduate in any discipline
  
  
  

OR

• 10+2 (Higher Secondary) with a 3-year Diploma from a recognized institution.
  
  
  

Experience

• 2–4 years of relevant experience in courier, express logistics, warehousing, distribution or supply chain operations.
• Experience in leading frontline operational teams and coordinating shift operations.
• Exposure to outbound operations, shipment processing, dispatch planning, loading, routing and service centre operations.
• Experience working with operational systems, handheld scanners and productivity reporting will be an advantage.
  
  
  

Skills & Capabilities

Technical Skills

• Outbound Operations Management
• Dispatch Planning & Shipment Routing
• Shipment Processing & Manifest Management
• Workforce Planning & Shift Management
• Productivity & Resource Utilization
• Operational Reporting & MIS
• Basic Computer Skills
• Barcode Scanner & Operational System Usage
• Safety & Operational Compliance
  
  
  

Behavioural Competencies

• Operational Leadership
• Team Leadership & Coaching
• Planning & Organising
• Decision Making
• Customer Focus
• Accountability
• Problem Solving
• Communication Skills
• Teamwork & Collaboration
• Integrity & Ethical Conduct
• Operational Discipline
• Safety Leadership
• Professional Grooming & Personal Conduct
• Regularity & Punctuality
• Continuous Learning Mindset
  
  
  

Key Performance Indicators

Sr. No.

Key Result Areas

Key Performance Indicators (KPIs)

1

Outbound Operations

On-Time Dispatch

• Dispatch SLA
• Shipment Processing Productivity
  
  
  

2

Dispatch Quality

Manifest Accuracy

• Scanning Compliance
• Zero Mis-routing
• Dispatch Accuracy
  
  
  

3

Productivity & Workforce Management

Manpower Utilization

• Shift Productivity
• Attendance & Workforce Discipline
  
  
  

4

Safety & Compliance

SOP Compliance

• Safety Compliance
• Housekeeping Standards
• Uniform Compliance
• Zero Safety Incidents
  
  
  

5

Operational Governance

Shift Reporting Accuracy

• Effective Shift Handover
• Timely Escalation of Operational Issues
  
  
  

6

People Leadership

Coaching & Development

• Team Engagement
• Teamwork & Collaboration
  
  
  

7

Customer Service Support

Timely Resolution of Operational Exceptions Impacting Service Commitments

8

Continuous Improvement

Participation in Process Improvements

• Productivity, Quality & Dispatch Efficiency Enhancement Initiatives