Regional RSP / BDO Manager- BRO

Job Title

Regional Manager – RSP / BDO Operations

Function

Operations

Reports To

Regional Operations Head

Location

Regional HQ (multi-state coverage)

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 Regional Manager – RSP / BDO Operations role is accountable for the operational performance, service quality, governance and sustainability of the Regional Service Provider (RSP) and Blue Dart Office (BDO) network across multiple states and non-metro / remote markets.

The network operates through a combination of franchise / service-partner locations, outsourced manpower and lean Blue Dart-operated offices, typically serving markets where shipment volumes do not require a full-scale Blue Dart facility.

The role ensures that customers in these markets receive consistent Blue Dart service standards irrespective of whether operations are delivered through a partner, contractor-supported office or lean Blue Dart location.

Owns regional governance of RSPs and BDOs covering pickup and delivery performance, shipment connectivity, operational compliance, partner capability, manpower productivity, customer experience, cost effectiveness and business continuity.

Acts as the regional anchor between RSP / BDO locations and Area / Branch Operations, PUD, Hub, CPU, Customer Service, Commercial, Finance and other functions to ensure reliable service delivery across the extended network.

Job Purpose

To build and govern a reliable, scalable and cost-efficient RSP / BDO operating network across Tier 2, Tier 3 and remote markets by strengthening partner performance, operational standards, service quality, network connectivity and compliance while ensuring sustainable Blue Dart presence in lower-volume geographies.

Key Roles & Responsibilities

Regional RSP / BDO Network Leadership

Own and govern operational performance of RSP and BDO locations across the Region.

Establish consistent operating standards across franchise, outsourced and lean Blue Dart locations.

Translate regional operational priorities and service standards into location-level execution requirements.

Establish structured performance-review mechanisms across the RSP / BDO network.

Identify weak-performing locations and drive time-bound corrective action plans.

Ensure appropriate escalation and intervention for locations with recurring service, compliance or viability concerns.

Act as the regional SME for RSP / BDO operating models and remote-market operations.

Partner & Franchise Operations Governance

Monitor operational performance of Regional Service Providers and franchise / channel partners against agreed service standards.

Ensure partners understand and adhere to Blue Dart operating processes, customer commitments and brand standards.

Establish partner scorecards covering service, productivity, quality, compliance and customer experience.

Conduct periodic operating and capability reviews with partners.

Drive corrective action where partner performance falls below defined standards.

Provide operational inputs for appointment, continuation, renewal, expansion or rationalisation of partners in coordination with relevant stakeholders.

Ensure business continuity during partner transitions or service disruptions.

BDO & Remote Location Operations

Govern performance of Blue Dart Offices operating with lean Blue Dart manpower and predominantly outsourced resources.

Ensure BDOs maintain adequate operational capability despite lower shipment volumes and geographically dispersed locations.

Drive consistent pickup, delivery, shipment handling and customer-service standards.

Monitor location productivity and ensure manpower deployment remains aligned with business volumes.

Ensure adequate supervisory controls where direct Blue Dart manpower is limited.

Review operating viability and recommend changes to the service model where appropriate.

Ensure continuity of service across difficult-to-access and remote locations.

Service Performance & Customer Experience

Drive achievement of pickup, delivery and service-quality commitments across RSP and BDO locations.

Monitor First Attempt Delivery, pending / ageing shipments, NDR, pickup performance and operational exceptions.

Identify recurring service failures and ensure structured root-cause resolution.

Monitor customer complaints arising from RSP / BDO locations and drive preventive actions.

Ensure service levels in partner-operated locations remain aligned with Blue Dart standards.

Partner with Area and Branch Operations teams on customer-critical issues requiring intervention.

Network Connectivity & Shipment Flow

Ensure timely shipment movement between RSP / BDO locations and parent Service Centres, Hubs, CPUs and downstream network locations.

Monitor adherence to pickup, dispatch and network cut-offs.

Identify connectivity gaps affecting remote-market service performance.