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.

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.

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.

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.

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.