General Manager Operations

Job Description

We are seeking an experienced and proactive Operations Incharge to manage hub-level operations. This role involves end-to-end responsibility for fleet and crew management, ensuring daily operational efficiency, regulatory compliance, and superior customer satisfaction. Key Responsibilities: Fleet Scheduling & Utilization Plan and optimize daily bus deployments and route assignments for maximum asset utilization. Monitor on-time performance and respond swiftly to any operational disruptions Crew Management Supervise, schedule, and guide drivers, bus captains, and housekeeping staff. Conduct regular training on safety protocols, customer service standards, and company policies. Operational Excellence Implement and continuously improve SOPs for boarding, ticketing, en-route support, and incident management. Monitor key performance indicators (KPIs) such as load factor, turnaround time, and service quality, driving operational improvements. Customer Experience & Service Quality Handle passenger feedback and complaints effectively and promptly. Work closely with customer support teams to enhance service delivery and maintain brand reputation. Compliance & Safety Ensure full compliance with RTO regulations, insurance requirements, and internal safety guidelines. Organize regular audits, refresher trainings, and emergency drills. Stakeholder Coordination Liaise with maintenance teams, ticketing partners, and aggregation platforms for seamless operational workflows. Provide daily performance reports and escalate critical issues to the Regional Operations Head. Qualifications & Experience: Diploma or Bachelor's degree in any discipline. 46 years of experience in bus-fleet or transport operations management. Proficient in English, Hindi , and at least one regional language: Tamil, Telugu, or Kannada. Strong command of MS Office ; experience with transport-management systems is an added advantage. Proven leadership, analytical thinking, and problem-solving skills. Desirable Candidate Profile: Prior experience handling intercity or interstate bus operations. Strong understanding of RTO and transportation compliance standards. Experience in people management, team training, and scheduling. Ability to work under pressure and manage crisis situations effectively. Demonstrated ability to improve KPIs and implement operational efficiencies. A customer-first mindset with a track record of resolving passenger issues professionally.