Duty Manager - Operations

We are seeking an experienced and proactive Duty Manager – Operations to lead and manage the core operational departments: Reservation, Allotment, and Tracking. This role will also be responsible for enhancing customer experience, leading the frontline team, and ensuring seamless execution of ground-level operations, equivalent to an Operations Manager position. The ideal candidate will have strong leadership skills, industry knowledge, and the ability to handle high-pressure situations in a dynamic environment.

Key Responsibilities:

1. Departmental Leadership:

• Supervise and coordinate daily activities across Reservation, Allotment, and Tracking teams.
• Ensure proper resource allocation and smooth shift handovers.
• Monitor and enforce SOPs across all operational touchpoints.

2. Reservation & Allotment Management:

• Oversee booking confirmations, vehicle allotment, and chauffeur assignment.
• Ensure timely response to client requests and last-minute bookings.
• Maintain accuracy on every steps

3. Live Tracking & Ground Control:

• Lead the GPS-based tracking team for live monitoring and issue resolution.
• Ensure real-time updates on vehicle movement and escalations to clients as needed.
• Coordinate rerouting or reallocation in case of delays, breakdowns, or client changes.

4. Customer Experience & Escalation Handling:

• Act as the point of contact for key client escalations.
• Drive first-time resolution of service failures and proactive recovery.
• Implement customer feedback into process improvement.

5. Team Supervision & Performance Management:

• Lead, train, and mentor frontline executives and coordinators.
• Conduct daily team briefings, performance reviews, and productivity tracking.
• Manage team rosters, attendance, and workload distribution.

6. Operational Excellence & Reporting:

• Drive SLA adherence, quality checks, and operational KPIs.
• Prepare daily, weekly, and monthly performance reports.
• Ensure compliance with company policies, safety standards, and cost controls.

Key Skills & Competencies:

• Strong knowledge of car rental operations and fleet management.
• Excellent people management and cross-functional leadership.
• Proficiency in MS Excel, CRM tools, and tracking systems.
• Ability to multitask, stay calm under pressure, and make quick decisions.
• Fluent in English and Hindi; local language proficiency is an advantage.

Qualifications & Experience:

• Bachelor’s degree or diploma in business administration, logistics, or a related field.
• Minimum 5–8 years of experience in ground operations, preferably in car rental or transport.
• Prior experience in managing Reservation, Allotment, or Tracking functions is essential.

Work Conditions:

• Flexible to work in rotational shifts, weekends, and public holidays as per operational needs.
• On-ground and command center-based working, with the ability to travel if required.

• Bachelor's degree or diploma in business administration, logistics, or a related field.
• Minimum 5-8 years of experience in ground operations, preferably in car rental or transport.