Operations Manager

Department:

Role Overview:

The Operations Manager will be responsible for the end-to-end management of the water terminal jetty at Navi Mumbai, including ferry transportation services, flamingo sightseeing tours, and F&B counters. The role demands strong operational oversight, people management, compliance with safety and maritime regulations, and delivering a seamless customer experience.

Key Responsibilities:

1. Terminal & Ferry Operations

• Oversee daily operations of the water terminal jetty, ensuring smooth boarding, departures, and arrivals.
• Manage ferry schedules, ticketing, and passenger flow to maximise efficiency and safety.
• Coordinate with ferry operators, boat crew, and logistics teams for reliable service delivery.
• Ensure compliance with all maritime, port, and safety regulations.
  

2. Flamingo Sightseeing Tours

• Manage and coordinate seasonal flamingo tours, ensuring boats are operated safely and on schedule.
• Promote sustainable practices and environmental awareness among staff and visitors to ensure safety and enhance tour experiences.
  

3. Food & Beverage Operations

• Oversee the functioning of F&B counters, ensuring hygiene, quality, and customer satisfaction.
• Work with vendors to manage supplies, stock, and customer service standards.
• Monitor sales, revenue, and customer feedback to optimise offerings.
  

4. Customer Experience & Service Quality

• Ensure a high standard of customer service across all touch points.
• Handle customer queries, complaints, and feedback promptly and effectively.
• Implement systems for continuous improvement in service delivery.
  

5. People & Vendor Management

• Lead, train, and manage jetty staff, including ticketing, operations, F&B, and support teams.
• Coordinate with external stakeholders, including service providers and local authorities.
• Monitor vendor performance and ensure compliance with agreed terms.
  

6. Financial & Administrative Oversight

• Monitor budgets, expenses, and revenues for ferry, tour, and F&B operations.
• Prepare periodic reports on operational performance and financial outcomes.
• Ensure timely submission of compliance reports and adherence to CIDCO guidelines.
  

Qualifications & Skills:

• Bachelors degree in Hospitality, Tourism, Maritime Operations, or Business Administration
• 812 years of experience in operations management, preferably in maritime, hospitality, or transport sectors.
• Strong leadership, team management, and interpersonal skills.
• Knowledge of maritime safety regulations and environmental sustainability practices.
• Financial acumen with the ability to manage budgets and optimize revenue.
• Excellent problem-solving and crisis management skills.
• Passion for tourism, eco-tourism, and customer experience.

Key Competencies:

• Operational Excellence
• Customer-Centric Approach
• Safety & Compliance Mindset
• Team Leadership & Training
• Vendor & Stakeholder Management
• Strategic Planning & Execution

Disclaimer :

This job description outlines the general nature and key responsibilities of the role. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications associated with the position. The scope of work may be modified from time to time to meet organisational needs and operational requirements.