Plaza Manager

Purpose/Objective

The role manages toll operations with a focus on quality assurance and traffic flow optimization. Executes strategies to enhance operational efficiency, resolve user complaints, and ensure compliance. Provides technical support, conducts surveys, and prepares reports to maintain high standards of service and revenue integrity.

Key Responsibilities of Role

Toll Management and Quality Assurance: • Plan, execute, and monitor all aspects of toll operations to ensure adherence to quality standards and procedures. • Investigate discrepancies, violations, and operational issues to maintain revenue integrity. • Supervise front desk administration, Point of Sale operations, and customer service interactions. • Manage toll collection operations daily, including staff direction and performance monitoring. • Monitor toll collection performance, identify improvements, and implement service enhancements. Traffic Flow Management and Technical Support: • Utilize monitoring software and tools to optimize traffic flow at toll plazas. • Ensure all equipment and systems function optimally for efficient toll collection. • Provide operational and technical guidance to staff, advising on operational matters. • Conduct traffic surveys to inform decision-making and enhance service delivery. • Handle end-user complaints promptly, implementing measures for resolution and recurrence minimization. • Execute traffic surveys and assist customers as needed. Revenue Reconciliation: • Ensure accurate reconciliation of toll revenue with transaction records • Minimize mis-classification, exemption and violation on daily basis to check against pilferage and leakage of revenue.. • Identify discrepancies or irregularities in revenue collection and implement corrective measures. • Coordinate with finance and accounting teams to resolve reconciliation issues promptly. Reporting and Compliance: • Prepare weekly/monthly MIS reports on operational processes, productivity, and revenue collection. • Monitor performance metrics, identify areas for improvement in toll collection systems. • Ensure compliance with regulatory requirements and service level agreements. Customer Service and Front Desk Administration: • Supervise front desk administration, Point of Sale (POS), and customer services to maintain high service standards. • Ensure prompt service delivery and handle customer inquiries and complaints effectively.

Technical Competencies

Reporting and Compliance,Revenue Reconciliation,Toll Management and Quality Assurance,Traffic Flow Management and Technical Support

Qualifications and Experience

Education Qualification: - Essential: Graduation in any discipline Work Experience (Range of years): - 8 years of relevant experience Age Limit: = 32 Years