Manager – Regional Operations Alliance, BRO

Manager – Regional Operations Alliance
Position Overview:
The Regional Manager – Operations Alliance is accountable for building, governing, and scaling outsourced last-mile delivery partnerships across the region. The role focuses on parcel shop–based and local delivery partner models (similar to kirana-style or neighbourhood delivery formats), ensuring end-to-end ownership from partner sourcing and contracting to operational performance and service quality.
This role acts as the regional custodian for outsourced delivery alliances while aligning closely with national contract governance frameworks. Job Purpose:
To expand and manage a high-performing outsourced delivery partner ecosystem in the region by sourcing suitable partners, executing standardized logistics contracts, ensuring operational readiness, and driving consistent service quality and SLA adherence across partner-operated last-mile delivery points. Key Roles & Responsibilities:
Partner Sourcing & Network Expansion
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Identify, evaluate, and onboard parcel shop–based delivery partners, local entrepreneurs, and small logistics operators to strengthen last-mile coverage.
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Expand partner footprint in high-growth, underserved, and operationally critical locations.
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Build a sustainable pipeline of delivery partners aligned to regional volume and service requirements.
Contract Governance & Commercial Control
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Implement standardized MPC / PDA and parcel shop delivery contracts in line with national governance frameworks.
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Ensure strict adherence to approved commercial terms, SLAs, and operational clauses.
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Manage contract renewals, performance-linked actions, and escalations related to partner non-compliance.
Operational Readiness & Integration
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Ensure partners are operationally ready through structured onboarding, training, route familiarization, and system enablement.
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Work closely with regional operations teams to integrate partners into delivery planning, route optimization, and volume allocation.
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Enable flexible capacity to manage seasonal peaks, e-commerce surges, and special operational requirements.
Service Quality & Performance Management
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Drive partner performance using defined logistics KPIs covering delivery success, first-attempt delivery, customer experience, and complaint resolution.
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Monitor SLA adherence and initiate corrective action plans for underperforming partners.
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Deploy regional-level incentive and recognition mechanisms aligned to service quality outcomes.
Governance, Compliance & Risk Management
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Ensure partner compliance with statutory, contractual, and operational requirements.
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Identify and mitigate risks related to service continuity, dependency on individual partners, and quality lapses.
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Support audits, governance reviews, and process assessments related to outsourced delivery operations.
Stakeholder Management & Reporting
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Act as the single point of contact for regional operations alliance matters.
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Provide structured MIS, dashboards, and performance insights to regional leadership and national governance teams.
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Collaborate with HR, Finance, Legal, and Technology teams on partner lifecycle management.
Qualifications & Experience:
Education
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Essential: Graduate degree in Logistics, Supply Chain Management, Operations Management, Engineering, or a related discipline.
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Preferred: Postgraduate qualification (MBA / PGDM) in Operations, Logistics, or Supply Chain.
Experience
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7–10 years of experience in logistics operations, last-mile delivery, outsourced delivery models, or partner/franchise network management.
Strong exposure to parcel delivery, courier, e-commerce, or express logistics environments.
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Proven experience managing service quality, SLA governance, and partner performance at a regional scale. Skills & Capabilities:
Core Technical Skills
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Last-mile logistics and delivery operations
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Partner and franchise governance models
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SLA definition, tracking, and enforcement
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Cost-to-serve and delivery productivity analysis
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Operational MIS and performance dashboards
Behavioural Competencies
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Strong operational ownership and accountability
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Structured problem-solving in service environments
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Effective negotiation and partner engagement skills
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Ability to manage scale, complexity, and field-intensive operations Key Performance Indicators:
Sr. No. KRAs KPIs
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Partner Network Expansion
Growth in active delivery partners
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Onboarding Effectiveness
Reduction in partner onboarding TAT
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Service Quality
Delivery success rate and SLA adherence
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Cost Efficiency
Cost per delivery vs benchmarks
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Compliance
Audit and governance adherence
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Scalability
Peak and surge capacity readiness
Why join DHL Blue Dart?
When you join us, you’re not just taking a job—you’re becoming part of a purpose-led movement that’s reshaping the future of logistics across India and the world. At Blue Dart, we don’t just deliver parcels—we deliver excellence, innovation, and opportunity every day.
Here’s what makes us stand out:
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