Operations Manager (Airport Crew Transportation)

Job Description – Operations Manager (Airport Crew Transportation)

Company: Salasar Balaji Logistic Pvt. Ltd. (SBL)

Location: Mumbai Airport – Terminal 2 (T2)

Department: Operations

Position: Operations Manager – ETMS (Employee/Crew Transportation Management Services)

Experience: 5–7 Years

Employment Type: Full-Time

Preference: Local Mumbai Candidates Preferred

About the Role

Salasar Balaji Logistic Pvt. Ltd. (SBL) is seeking a highly dynamic, result-oriented, and hands-on Operations Manager to oversee end-to-end transportation operations for airline crew movement services at Mumbai Airport (T2 Terminal). The role requires complete ownership of operational delivery, team management, client coordination, service quality, vehicle utilization, billing, and compliance while ensuring seamless crew pickup and drop services 24x7.

The ideal candidate should possess strong experience in corporate travel management, employee transportation services (ETMS), airport operations, fleet management, and customer service excellence.

Key Responsibilities

Operations Management

• Take complete ownership of day-to-day transportation operations for airline crew movement services.
• Ensure smooth execution of crew pickup and drop operations while maintaining agreed service levels (SLAs).
• Monitor real-time operations and proactively resolve operational challenges.
• Manage 24x7 transport operations and ensure uninterrupted service delivery.
• Coordinate with internal teams, vendors, and airport stakeholders for seamless execution.

Client Management

• Act as the primary point of contact for client operations teams.
• Build and maintain strong relationships with client representatives.
• Attend operational review meetings and provide performance reports.
• Ensure all client requirements, SOPs, and compliance guidelines are strictly followed.
• Handle escalations, complaints, and service recovery effectively.

Team Management

• Lead and manage supervisors, dispatch executives, coordinators, and support staff.
• Conduct regular team briefings and performance reviews.
• Allocate tasks, define responsibilities, and monitor team productivity.
• Ensure proper manpower planning across all shifts.
• Foster a culture of accountability, discipline, and service excellence.

Fleet & Driver Management

• Manage fleet deployment and optimize vehicle utilization.
• Ensure adequate vehicle availability as per operational demand.
• Oversee driver management, attendance, grooming, training, and discipline.
• Conduct regular driver training sessions on safety, customer service, and client protocols.
• Monitor driver performance and implement corrective actions where necessary.

Routing & Optimization

• Plan and optimize routes to minimize costs and maximize efficiency.
• Monitor trip productivity and vehicle utilization metrics.
• Ensure effective roster planning for vehicles and manpower.
• Implement strategies for reducing dead mileage and operational wastage.
• Drive continuous improvement in operational efficiency and cost control.

Billing & Commercial Management

• Ensure accurate trip reconciliation and billing processes.
• Coordinate with finance and client teams for invoice submission and approvals.
• Verify operational data and supporting documents before billing.
• Track revenue, operational costs, and profitability metrics.
• Support management with MIS reports and commercial analysis.

Complaint & Grievance Handling

• Address crew complaints and operational escalations promptly.
• Conduct root cause analysis and implement preventive measures.
• Ensure timely closure of grievances and service issues.
• Maintain high customer satisfaction levels through proactive service management.

Compliance & Quality

• Ensure adherence to client SOPs, company policies, and statutory requirements.
• Maintain operational documentation and audit readiness.
• Monitor service quality and implement corrective actions where necessary.
• Ensure all safety and security protocols are followed.

Required Skills & Competencies

• Strong experience in Employee Transportation Management Services (ETMS).
• Extensive knowledge of Mumbai city routes, traffic patterns, airport operations, and hotel locations.
• Experience in Corporate Travel Management and Crew Transportation Services.
• Strong leadership and team management abilities.
• Excellent client relationship and stakeholder management skills.
• Expertise in fleet management, routing, dispatch, and resource planning.
• Knowledge of roster management and shift operations.
• Strong analytical and problem-solving skills.
• Proficiency in MS Excel, MIS reporting, and transport management systems.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Strong communication and negotiation skills.

Preferred Industry Background

Candidates from the following industries will be preferred:

• Airline Crew Transportation
• Employee Transportation Services (ETS/ETMS)
• Corporate Travel Management
• Airport Ground Transportation
• Fleet Management Companies
• Logistics & Mobility Services
• Hospitality Transportation Operations

Educational Qualifications

• Graduate in any discipline.
• MBA/PGDM in Operations, Logistics, or Management preferred.
• Additional certifications in Logistics, Fleet Management, or Transport Operations will be an advantage.

Key Expectations

• Complete ownership and accountability for end-to-end operations.
• Available for operational support beyond regular working hours whenever required.
• Willingness to work in rotational shifts, including weekends and holidays.
• Strong field presence with a hands-on approach.
• Ability to take quick decisions during critical operational situations.
• Customer-first mindset with a focus on service excellence.

Performance Indicators (KPIs)

• SLA Compliance
• On-Time Pickup & Drop Performance
• Fleet Utilization & Optimization
• Driver Productivity
• Client Satisfaction Scores
• Complaint Resolution TAT
• Billing Accuracy & Timeliness
• Cost Optimization & Operational Efficiency
• Team Productivity & Retention
• Revenue and Profitability Management

Salary Range

₹5,00,000 – ₹6,00,000 CTC per annum (Negotiable based on experience and industry background)

Join Us If You Are:

✔ A hands-on operations leader

✔ Comfortable managing 24x7 transportation operations

✔ Experienced in airport or corporate mobility services

✔ Strong in client management and team leadership

✔ Passionate about operational excellence and customer satisfaction

Immediate Joiners Preferred.

Location: Mumbai Airport – Terminal 2 (T2)

Company: Salasar Balaji Logistic Pvt. Ltd. (SBL)