Associate - Site Operations

Operations & Fleet Management:

• Manage day-to-day site operations, including cab deployment, routing, scheduling, and BA, driver management.
• Ensure timely deployment of vehicles and maintain optimum fleet utilization.
• Monitor vehicle availability, driver performance, trip execution, and adherence to operational schedules.
• Coordinate with Business Associates (BAs), vendors, drivers, and internal teams to ensure smooth and uninterrupted operations.
• Identify operational gaps and take timely corrective actions to avoid service disruptions.

Quality Management & Service Excellence:

• Drive overall service quality and operational excellence at the site.
• Monitor key quality parameters, SLA/KPI performance, customer complaints, service failures, vehicle/driver quality, and compliance metrics.
• Conduct regular quality checks and operational audits to ensure adherence to company and client standards.
• Analyze recurring issues through Root Cause Analysis (RCA) and implement effective Corrective and Preventive Actions (CAPA).
• Track customer feedback and escalations and ensure timely closure with appropriate corrective actions.
• Maintain high standards of driver behavior, grooming, vehicle cleanliness, safety, and service etiquette.
• Ensure compliance with client requirements, company policies, statutory requirements, and transport safety standards.
• Drive continuous improvement initiatives to reduce complaints, service failures, penalties, and operational gaps.
• Conduct regular reviews with the ground team and vendors to communicate quality expectations and improvement areas.

Client & Vendor Management:

• Build and maintain strong relationships with clients through effective communication and regular engagement.
• Understand client requirements and ensure timely execution of agreed service levels.
• Handle customer and client escalations professionally and ensure timely resolution.
• Manage vendor/BA performance and ensure compliance with agreed quality and operational standards.
• Conduct regular performance reviews with clients and vendors and drive improvement actions.

MIS & Performance Management:

• Prepare and maintain daily MIS, operational reports, and performance reports using Excel/Libra.
• Monitor key operational metrics such as deployment, utilization, cancellation, complaints, compliance, and service quality.
• Track operational and financial performance, including CM and GM margins, and take corrective actions to improve profitability.
• Identify trends and provide actionable insights to management for improving operational efficiency and service quality.
• Maintain proper documentation of incidents, escalations, RCA, CAPA, and closure status.

Requirement:

• Graduate with a minimum of 5 years of experience in the mobility, transportation, fleet management, employee transportation, or similar industry.
• Good understanding of fleet deployment, routing, driver management, and ground operations.
• Strong knowledge of quality management, SLA/KPI monitoring, RCA, CAPA, and continuous improvement.
• Client management, communication, customer handling, and vendor management skills.
• Ability to analyze operational data and identify areas for improvement.
• Ability to build and maintain strong client relationships through effective communication and regular engagement.
• Telugu/Hindi and local language proficiency is mandatory.
• Candidates with experience in corporate employee transportation, fleet operations, or mobility services will be preferred.