Operations Executive (SMW)

Role purpose

This position is focused on keeping mail communication running smoothly, managing customer calls, following up on regulatory clearances with the origin, and working closely with operations teams to resolve priority deliveries, delays, and other shipment exceptions at the ground hub.

Key responsibilities

• Manage email communication at the ground hub for both internal and external stakeholders, including sending responses and coordinating with the relevant departments such as PUDs, warehouses, and origin teams.
• Track exception shipments at the hub, including unidentified parcels, undelivered consignments, SLAH cases, and regulatory holds, and work with operations to drive corrective action.
• Provide customer service support at the ground hub to help deliver a high-quality experience to Blue Dart customers, and coordinate with the Regional Customer Services Team whenever needed.
• Monitor all shipments handled by the ground hub and alert operations teams about delays, routing changes, and other unusual situations.
• Communicate with customers regarding delayed shipments, non-delivery cases, and regulatory hold situations, while ensuring follow-through on corrective measures.
• Identify gaps in regulatory compliance and support closure of regulatory issues in coordination with the Regulatory Team.
• Track transit performance and Net Service Levels (NSL) and share regular updates with senior management.
• Ensure timely closure of SHIELD (online security module) and CARESS cases linked to the ground hub.
• Assist the Operations Team to keep hub activities efficient, coordinated, and running without disruption.

Performance measures

• Timely system updates for in-scan, out-scan, exception, and pre-alert status within the defined TAT.
• Percentage of exception cases resolved within the required turnaround time.
• Count of priority and urgent shipments that miss delivery.
• Number of unresolved regulatory non-compliance cases that remain open beyond the threshold and need customer documents.
• Compliance with customer service SOPs, including defined TATs and timelines.
• Adherence to performance management system timelines and guidelines.

Additional information

This is an on-site full-time role based in Sambalpur, Odisha, India. The posting does not specify salary, opening count, eligibility criteria, education requirements, or joining timeline.