Duty Manager – Operations

Job Title: Duty Manager – Operations

Department: Operations

Reports to: Manager – Operations

Job Summary:

We are seeking an experienced and proactive Duty Manager – Operations to lead and

manage the core operational departments: Reservation, Allotment, and Tracking. This role

will also be responsible for enhancing customer experience, leading the frontline team,

and ensuring seamless execution of ground-level operations, equivalent to an Operations

Manager position. The ideal candidate will have strong leadership skills, industry

knowledge, and the ability to handle high-pressure situations in a dynamic environment.

Key Responsibilities:

1. Departmental Leadership:

 Supervise and coordinate daily activities across Reservation, Allotment, and

Tracking teams.

 Ensure proper resource allocation and smooth shift handovers.

 Monitor and enforce SOPs across all operational touchpoints.

2. Reservation & Allotment Management:

 Oversee booking confirmations, vehicle allotment, and chauffeur assignment.

 Ensure timely response to client requests and last-minute bookings.

 Maintain accuracy on every steps

3. Live Tracking & Ground Control:

 Lead the GPS-based tracking team for live monitoring and issue resolution.

 Ensure real-time updates on vehicle movement and escalations to clients as needed.

 Coordinate rerouting or reallocation in case of delays, breakdowns, or client changes.

4. Customer Experience & Escalation Handling:

 Act as the point of contact for key client escalations.

 Drive first-time resolution of service failures and proactive recovery.

 Implement customer feedback into process improvement.

5. Team Supervision & Performance Management:

 Lead, train, and mentor frontline executives and coordinators.

 Conduct daily team briefings, performance reviews, and productivity tracking.

 Manage team rosters, attendance, and workload distribution.

6. Operational Excellence & Reporting:

 Drive SLA adherence, quality checks, and operational KPIs.

 Prepare daily, weekly, and monthly performance reports.

 Ensure compliance with company policies, safety standards, and cost controls.

Key Skills & Competencies:

 Strong knowledge of car rental operations and fleet management.

 Excellent people management and cross-functional leadership.

 Proficiency in MS Excel, CRM tools, and tracking systems.

 Ability to multitask, stay calm under pressure, and make quick decisions.

 Fluent in English and Hindi; local language proficiency is an advantage.

Qualifications & Experience:

 Bachelor’s degree or diploma in business administration, logistics, or a related field.

 Minimum 5–8 years of experience in ground operations, preferably in car rental or

transport.

 Prior experience in managing Reservation, Allotment, or Tracking functions is

essential.

Work Conditions:

 Flexible to work in rotational shifts, weekends, and public holidays as per operational

needs.

 On-ground and command center-based working, with the ability to travel if required.

Job Type: Full-time

Pay: ₹17,927.51 - ₹40,123.49 per month

Work Location: In person