Head - Training (operations)
DHL
Head – Training (Operations)
The Head - Training (Operations) will be responsible for designing, delivering, and governing all operations training programs nationally. This role ensures that employees across branches and hubs are continuously upskilled in process excellence, safety, shipment security, and customer service. The position plays a critical role in driving Service Quality (SQ) improvement, productivity, and reducing losses/complaints through targeted training interventions, while aligning to the Target Operating Model (TOM).
To identify critical training needs across Operations, develop content and delivery models, and roll out structured training and awareness sessions that improve SQ, productivity, shipment security, and road safety. This role ensures consistent implementation across regions in close partnership with Safety, Security, and Quality teams, building a culture of learning and compliance.
Key Roles & Responsibilities
Training Strategy & Content Development:
- Identify key operational training needs and priority topics across hubs, branches, and field staff.
- Design and develop structured training content, including digital modules, classroom workshops, and blended learning formats.
- Continuously update content to reflect industry best practices, regulatory updates, and Blue Dart standards.
Training Delivery & Execution:
- Deliver high-impact training sessions to targeted audiences across all levels of Operations.
- Deploy train-the-trainer models to scale learning across regions.
- Ensure assessments post-training to measure effectiveness and retention.
Awareness & Capability Building:
- Conduct awareness sessions on critical operational topics including process adherence, shipment security, and safety compliance.
- Partner with the Safety team to design and roll out staff-level road safety programs (defensive riding/driving, fatigue management, accident prevention).
- Collaborate with the Security team to deliver shipment security and loss prevention training, ensuring strict adherence to compliance and fraud prevention standards.
Stakeholder Collaboration:
- Work closely with National and Regional Operations, HR, Quality, Safety, and Security teams to ensure alignment and effective rollout.
- Support change management initiatives by embedding new processes and standards into training frameworks.
Qualifications & Experience
Education:
- Graduate in any discipline.
- Postgraduate qualification in Training & Development, Operations Management, or Business preferred.
- Certifications in Instructional Design, Training Delivery, or Safety/Security programs an advantage.
Experience:
- 10–15 years in training, capability building, or operations management within logistics, supply chain, or related industries.
- Proven track record of designing and delivering impactful training programs with measurable business outcomes.
- Experience working with cross-functional teams in safety, security, and quality domains.
Skills & Capabilities:
Technical Skills:
- Strong knowledge of express logistics operations (hub, gateway, pickup & delivery, linehaul).
- Understanding of shipment security protocols and loss-prevention practices.
- Knowledge of road safety and accident prevention frameworks.
- Proficiency in using LMS platforms, digital training tools, and assessment systems.
Key Competencies:
- Strong communication and facilitation skills.
- Analytical and data-driven approach to measure training impact.
- Ability to influence and collaborate with senior stakeholders across functions.
- Execution-focused with a mindset of continuous improvement.
Key Performance Indicators (KPIs):
| Training Effectiveness | % of staff trained vs plan; Post-training assessment scores |
| Service Quality Improvement | Reduction in SQ defects linked to training topics |
| Cost Optimization | Productivity improvement; Reduction in claims related to damages/losses |
| Complaints | % reduction in customer complaints linked to Ops errors |
| Shipment Security | % reduction in shipment-related losses or fraud incidents |
| Road Safety | % reduction in courier/driver accidents and near-miss incidents post-training |
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.
- 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.