Senior Manager - Branch Operations

Role & responsibilities

• Plan, coordinate & implement operations for new business as per agreed Service level.
• Identify and communicate training needs of staff and coordinate program and/or train internally.
• Maintain strategic relationship with customers for timely & satisfactory resolution and reduction of customer complaints - Using Customer Relationship management practices and periodic SLA review with the customers.
• Monitor and adhere to Emergency Response Management and improvement in response time.
• Review & report operations Performance from time to time as per laid down procedures within People Transport Operations Processes (PTOP).
• Conduct weekly Operations performance Service review with team and ensure a detailed analysis and recording of gap/weak areas and attach a plan of action for improvement in consultation with Country operations and Quality management team.
• Work closely with BA Strategy team for resolution of service deficiencies and meeting vehicle requirements.
• Ensure data availability and resolution of billing queries within the agreed time frame.
• Weekly report to the Operation Manager, including feedback on key customer events and completion activities, if any, in the given accounts/operations territory.
• Take full responsibility and ownership to ensure Timeliness & Accuracy of operations data.
• Work with the CT team to ensure complete transparency to the operations
• Meet customers for periodic reviews and lead the same.
• Execute the cross utilisation strategies for the branch.
• Keep a close check on the business margins
• Visit night operations on a regular basis.

Preferred candidate profile

• Drive penetration revenues from existing customers as per business targets
• Enhance margins as per business guidelines
• Responsible for execution and management of day to day ground operations across branches
• Responsible for developing connect with customers and manage customer escalations related to operations
• Responsible for coordinating with Branch Heads on selection and deployment of operations team across branches
• Manage SLQs related to each project in terms of QC, Safety, Compliance and conduct period project reviews with Operations team
• Work closely with Supply team to strategize on fleet deployment plan for each project across branches
• Participate in automation initiatives to improve efficiencies
• Review and report in management review meetings on monthly basis
• Manage external factors & and ensure timely escalation management