2025-08-01
DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
Chembur
India
| Job Title | Branch Operations Head |
| Function | Regional Business |
| Reporting to | Branch Head |
1. Purpose
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Responsible for ensuring timely and profitable delivery of shipments to customers through effective management of service center operations & PUD/ DC operations (applicable in case of upcountry branches)
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2. Key Responsibilities
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Responsibilities |
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Financial · Support Branch Head in developing the annual branch budget · Ensure adherence to budgeted capital and operational costs for the branch; Track Operating Costs per Movement (OCPM) and Operating Cost per Kilogram (OCPK) on a regular basis and take corrective actions, if any
Operational · Ensure timely, accurate and profitable delivery of shipments to customers as per contractual terms and conditions through effective management of branch operations · Drive key performance metrics for various operations processes in the branch (Service Centers and PUD Centers) · Ensure adherence to Standard Operating Procedures and Execution Excellence in the branch (e.g. On-time delivery performance, Transit times, RTO reduction, timely connectivity onto the network, reduction in errors etc)
· Evaluate existing infrastructure for operations in the branch vis-à-vis growth targets and prepare capital expenditure or capacity expansion proposals (service centers / PUD centers etc); Seek approval from the Branch Head and forward the proposals to the Regional Operations Head for further due diligence/approvals People
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3. Key Result Areas and Key Performance Indicators
| S.No | Key Result Areas | Key Performance Indicators |
| 1. | Optimize costs in the branch | · % reduction in overall Operating Costs for the branch (i.e. OCPK and PCPM) |
| 2. | Reach Enhancement | · Support in the expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs) for the branch |
| 3. | Drive service quality and excellence in the branch | · Overall service quality in the branch for all products in terms of Net Service Levels (NSL) |
| · Delivery performance as per transit time for all products | ||
| · Timely connectivity of DP loads on BDA flights (% adherence) | ||
| · % undelivered shipments | ||
| · Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload | ||
| · Achievement of target NPS Scores for the branch | ||
| 5. | Ensure Security of Shipments | · Number of open security related cases in the branch |
| 6. | Ensure Regulatory Compliance | · Compliance to all applicable regulatory requirements |
| 7. | Support in the execution of Corporate Initiatives | · Support in the implementation of various corporate initiatives (e.g. WDL implementation, RFID, new product development & launch, Use of OTM machines on all routes, etc) as per timelines |
| 8. | Drive Operations of Channel Partners attached to the branch |
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| 9. | Drive Operations Process Efficiency and capability | · % increase in operational productivity in the branch(measured as shipments/ employee ) |
| · % coverage of employees - direct and indirect (as per plan) in region in terms of conduct of operations training programmes | ||
| 10. | Ensure Performance Driven Culture | · Adherence to Performance Management system timelines and guidelines |
| 11. | Support Employee Capability Building | · % Key positions within team with identified successors / potential successors |
| 12. | Drive employee morale and engagement | · Employee Attrition (%) |
| · PDA Attrition (%) |
