Lead – Cross Border Operations, Delhi

Job Title: Lead – Cross Border Operations

Function: International Operations – XB Cross Border

Reports To: Manager – Cross Border Operations (Delhi Gateway)

Location: Delhi Gateway (Bijwasan Hub)

Travel Required: 25% ☑ 50% ☐ 75% ☐

About DHL Blue Dart Express India: Blue Dart Express Limited, a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage and communications business, since May 2004. Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder. We are proud to be consistently ranked among India’s Top-100 Great Places to Work, combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour. If you are looking to join a purpose-led, people-first company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong. Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition. Position Overview: The Lead – Cross Border Operations is responsible for managing day-to-day gateway operations and ensuring seamless execution of all Cross Border shipment processing activities at the Delhi Gateway. Reporting to the Manager – Cross Border Operations, the role is responsible for shift operations management, shipment processing productivity, service quality, compliance adherence, manpower deployment and operational exception management. The role serves as the primary execution owner for gateway operations during assigned shifts and ensures operational continuity, shipment visibility, processing accuracy and service reliability in alignment with Blue Dart and DHL eCommerce operational standards. Job Purpose: To ensure efficient, compliant and productive execution of Cross Border gateway operations through disciplined operational control, manpower management, service quality adherence and timely resolution of operational exceptions while supporting business growth and customer commitments. Key Roles & Responsibilities: Shift Operations Management

• Manage Cross Border gateway operations during assigned shifts.
• Ensure smooth execution of all shipment processing activities within defined timelines.
• Monitor operational productivity, throughput and service quality during the shift.
• Ensure operational readiness across manpower, equipment and infrastructure.
• Coordinate shift handovers and maintain continuity across operating windows.
• Support uninterrupted 24x7 operational coverage. Shipment Processing & Gateway Execution
• Supervise end-to-end shipment processing including arrival, X-ray screening, WDL processing, reweighing, relabelling, segregation, bagging, manifesting, loading and dispatch.
• Ensure adherence to defined processing timelines and operational standards.
• Monitor shipment movement and processing queues to avoid delays.
• Ensure timely dispatch and gateway connectivity.
• Support achievement of productivity and throughput targets.
• Maintain operational discipline and process compliance across all activities. Compliance & Customs Operations
• Ensure compliance with operational SOPs and customs process requirements.
• Support verification of Courier Shipping Bills, Bills of Entry and shipment documentation.
• Ensure KYC validation and Denied Party Screening System (DPSS) compliance.
• Monitor documentation accuracy and process adherence.
• Support customs inspections, audits and compliance reviews.
• Escalate compliance concerns and operational risks promptly. People Management & Workforce Coordination
• Supervise BD Leads and operational staff during assigned shifts.
• Manage manpower deployment and workforce utilization.
• Monitor attendance, shift coverage and productivity levels.
• Conduct on-the-job coaching and process training.
• Support implementation of GSOP processes and operational standards.
• Promote a culture of safety, compliance and service excellence. Service Quality & Exception Management
• Monitor service quality and operational performance metrics.
• Manage operational exceptions including delayed shipments, missed pickups, no-info cases, redirections, RTO and shipment holds.
• Ensure timely resolution of all operational issues within defined TATs.
• Escalate critical service failures and operational disruptions.
• Conduct root cause analysis for recurring operational issues.
• Drive corrective and preventive actions to improve service reliability. Shipment Monitoring & Network Coordination
• Monitor shipment movement from pickup through gateway processing and onward dispatch.
• Track outbound transit time performance and shipment connectivity.
• Coordinate with transport, airline, network and operations teams to resolve delays.
• Ensure timely movement of shipments to connecting gateways and airport partners.
• Identify operational bottlenecks and recommend improvement actions. Billing & Data Accuracy Support
• Support shipment data validation and pre-billing reviews.
• Ensure operational scan compliance and shipment visibility.
• Identify billing-related discrepancies and support resolution.
• Maintain accuracy of shipment data used for reporting and invoicing.
• Support Finance and Operations teams in reconciliation activities. Systems, Reporting & Operational Controls
• Ensure accurate usage of operational systems and applications.
• Monitor data capture, scanning compliance and shipment visibility.
• Support testing and rollout of operational system enhancements.
• Prepare daily operational reports and shift performance updates.
• Escalate system-related issues affecting operational performance.
• Maintain operational records and reporting accuracy. Stakeholder Coordination
• Coordinate with internal operations, customer service, finance, customs agents and network teams.
• Provide operational updates and exception reporting.
• Support customer escalations and service recovery activities.
• Participate in operational reviews and performance discussions.
• Ensure timely communication of operational issues and resolutions. Qualifications & Experience: Education
• Bachelor's degree in Logistics, Supply Chain, Operations, Engineering, Business Administration or related discipline.
• Postgraduate qualification preferred. Experience
• 5–8 years of experience in logistics, express distribution, freight forwarding, international operations or cross-border logistics.
• Minimum 2–3 years of experience managing operational teams in hub, gateway or service centre environments.
• Experience in shipment processing, gateway operations and operational controls.
• Exposure to customs processes, compliance requirements and international shipments preferred.
• Experience working in multi-shift operational environments. Skills & Capabilities: Technical Skills
• Gateway & Hub Operations Management
• Cross Border Shipment Processing
• Service Quality & SLA Adherence
• Operational Productivity Management
• Customs & Compliance Awareness
• MIS & Operational Reporting
• Workforce Management
• Operational Problem Solving Behavioural Competencies
• Execution Excellence
• Operational Discipline
• Attention to Detail
• Decision Making Under Pressure
• Team Leadership
• Stakeholder Collaboration
• Customer Focus
• Continuous Improvement Mindset Key Performance Indicators: Sr. No. Key Result Areas Key Performance Indicators (KPIs) 1 Shipment Processing Productivity Shipments Processed per Staff per Day 2 Shift Performance Shift Productivity & Throughput Achievement 3 Service Reliability On-Time Processing & Dispatch Performance 4 Service Quality Shipment Processing Accuracy & Exception Rate 5 Transit Performance Outbound Transit Time (TT) Adherence 6 Compliance Customs Process Compliance & Audit Readiness 7 Operational Efficiency Workforce Utilization & Productivity 8 Exception Management Exception Closure Rate within Defined TAT 9 Data Accuracy Scan Compliance & Shipment Visibility Accuracy 10 Billing Support Shipment Data Accuracy & Billing Validation 11 Reporting Timeliness & Accuracy of Operational Reporting 12 People Team Productivity, Training & Process Adherence 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:
• Great Place to Work® Certified—a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.
• Competitive pay and performance-linked rewards that truly recognize your impact.
• Structured learning, global exposure, and on-the-job coaching to help you grow faster than ever.
• Best-in-class benefits—from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.
• A culture that celebrates diversity, innovation, and bold thinking—where your voice is heard and your contributions matter.
• Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.
• The pride of working with India's most awarded logistics brand, trusted by millions and driven by purpose. This is your chance to do meaningful work, build a career without borders, and thrive in a company that's not just a logistics leader—but a Great Place to Work. Come grow with us. Disclaimer: At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB). Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Any such request is fraudulent and unauthorized. Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to bdjobs@bluedart.com