Branch Manager

Executive Car Rental Services (ECRS); Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Executive Car Rental Services (ECRS) in Mumbai seeks an experienced operations manager to lead customer service initiatives, mentor the team and set KPIs aligned with business goals.

You will coordinate fleet maintenance with vendors, handle corporate events, resolve client escalations, ensure timely rental agreements, and oversee driver and vendor management to maximize utilization and revenue.

Responsibilities

• Lead customer service initiatives and ensure the team consistently exceeds expectations.
• Plan and mentor team members, set KPIs aligned with business objectives, and review performance regularly.
• Liaise with vendors to ensure fleet maintenance meets established standards.
• Manage ground transportation for corporate events and conferences for clients.
• Handle client grievances and escalations, building strong relationships with corporate clients.

Job description

• Focusing on Customer Service, ensuring team continuously excels & exceeds customer expectations
• Train, Mentor & help develop individual skills of team members. Setting KPIs for the team in line with business objectives, reviewing them periodically managing them to deliver outstanding results.
• Liaise with vendors to ensure the fleet is maintained in accordance with the established standards
• Managing ground transportation requirements for events & conferences for Corporate Clients
• Handling Client Grievances, Escalations, Client Management & Visiting Corporate Clients for building business relations
• Ensuring Timely closure of Rental Agreements on daily basis for revenue generation
• Monitoring business practices are in line with company standards
• Daily report submission to the Management on Utilization of the fleet
• Providing Procedural & Operational recommendations to Managing Director in the interest of Company
• Individual responsibility of handling the complete operations.
• Manage the Operation Team.
• Responsible for Retention of the Customers.
• Manage the Vendor Development Team.
• Engagement of Fleet Operator, Car Rental Operators to become business partners
• Responsible for Retention of Vendors.
• Manage the Fleet Maintenance as well as Quality Control Team.
• Responsible to monitor the daily supply of the vehicle to meet the Demand.
• Responsible to monitor the performance of the operation and make sure 100% Execution.
• Handle Day to Day Driver issue.
• Responsible to monitor the cab performance on day-to-day basis
• Managing the fuel management.
• Managing the driver management and salary process.
• Managing the Vendor management.
• Daily & Weekly review with Operation Team.
• Daily & Weekly review with Fleet & Quality Control Team.
• Daily & Weekly review with Vendor Development Team.
• Responsible for 100% compliance documents before the attachment of the vehicle.
• Responsible to make sure 100% driver screening & training process before enrolment in the system.
• Ensuring high level of customers satisfaction through excellent service
• Grooming to driver day by day about service related and safety norms.
• Given TRAINING & GROMMING to Drivers ABOUT OUR SERVICES, RTO RULES & NORMS-

BRIEFFING)

• Solve to Guest Issue & Vendor Issue as Well as Driver issues too.
• Ex Army Person Preferred