Head Operations

Prowiz Mansystems; India; On-site; INR 350,000 - 480,000; Full time

Job summary

Prowiz Mansystems is seeking an Operations Leader to oversee end-to-end mobility operations across locations, develop and implement SOPs, monitor performance, and ensure service continuity during peak periods and disruptions.

You will manage fleet availability, driver and partner management, customer satisfaction, cost control, technology platforms, and compliance while leading a team to drive growth, optimize routes, and expand into new markets.

Responsibilities

• Lead end-to-end daily mobility operations across all locations to ensure smooth, reliable, and efficient transportation services.
• Develop and implement operational SOPs, processes, and service standards.
• Monitor operational performance, resolve critical issues, and ensure business continuity during peak periods or disruptions.
• Manage fleet availability, utilization, maintenance, deployment, and productivity.
• Monitor vehicle performance, downtime, fuel/charging costs, and maintenance expenses to minimize idle vehicles.
• Coordinate with fleet owners, vendors, leasing partners, and maintenance teams.
• Oversee recruitment, onboarding, training, allocation, and performance of drivers and captains.
• Develop driver productivity and retention strategies while monitoring attendance, availability, trip completion, cancellations, and service quality.
• Establish performance-based incentive and penalty mechanisms.
• Ensure proper documentation, background verification, and compliance.
• Ensure high-quality service delivery, customer satisfaction, and SLA/KPI compliance.
• Manage escalations related to delays, cancellations, driver behavior, safety, and service quality.
• Work closely with key corporate clients and strategic customers to improve retention and efficiency.
• Control operating costs, improve contribution margins, and identify operational leakages.
• Monitor cost per trip, cost per kilometer, fleet utilization, driver cost, fuel/charging cost, and maintenance cost.
• Prepare annual operating budgets and drive cost-reduction initiatives.
• Utilize mobility platforms, fleet management systems, GPS, routing systems, and operational dashboards.
• Ensure accurate, timely operational MIS and track real-time KPIs to identify performance gaps.
• Collaborate with technology teams to improve automation, operational visibility, and data analytics for route optimization and demand forecasting.
• Ensure compliance with all applicable transportation, labor, vehicle, and statutory regulations.
• Maintain vehicle documentation, permits, insurance, and fitness certificates.
• Establish strong road safety practices, incident reporting mechanisms, and emergency response processes.
• Manage relationships and negotiate commercial terms and SLAs with fleet vendors, driver partners, maintenance agencies, and technology providers.
• Evaluate vendor performance and ensure adherence to agreed quality standards.
• Build, lead, and mentor the operations team.
• Define KRAs, KPIs, targets, and performance standards for the operations function.
• Conduct regular performance reviews and cultivate a culture focused on accountability, safety, and productivity.
• Develop operational strategies aligned with business growth plans and support expansion into new markets.
• Evaluate the operational feasibility and cost implications of new business opportunities.
• Partner with Sales, Finance, HR, and Technology teams to achieve organizational objective.

Job description

Role & responsibilities

1. Operations Management

   • Lead end-to-end daily mobility operations across all locations to ensure smooth, reliable, and efficient transportation services.
   • Develop and implement operational SOPs, processes, and service standards.
   • Monitor operational performance, resolve critical issues, and ensure business continuity during peak periods or disruptions.

2. Fleet Management

   • Manage fleet availability, utilization, maintenance, deployment, and productivity.
   • Monitor vehicle performance, downtime, fuel/charging costs, and maintenance expenses to minimize idle vehicles.
   • Coordinate with fleet owners, vendors, leasing partners, and maintenance teams.
   • Drive initiatives for EV adoption and technology-enabled fleet optimization.

3. Driver / Captain / Partner Management

   • Oversee recruitment, onboarding, training, allocation, and performance of drivers and captains.
   • Develop driver productivity and retention strategies while monitoring attendance, availability, trip completion, cancellations, and service quality.
   • Establish performance-based incentive and penalty mechanisms.
   • Ensure proper documentation, background verification, and compliance.

4. Customer & Client Management

   • Ensure high-quality service delivery, customer satisfaction, and SLA/KPI compliance.
   • Manage escalations related to delays, cancellations, driver behavior, safety, and service quality.
   • Work closely with key corporate clients and strategic customers to improve retention and efficiency.

5. Cost & Productivity Management

   • Control operating costs, improve contribution margins, and identify operational leakages.
   • Monitor cost per trip, cost per kilometer, fleet utilization, driver cost, fuel/charging cost, and maintenance cost.
   • Prepare annual operating budgets and drive cost-reduction initiatives.

6. Technology & MIS

   • Utilize mobility platforms, fleet management systems, GPS, routing systems, and operational dashboards.
   • Ensure accurate, timely operational MIS and track real-time KPIs to identify performance gaps.
   • Collaborate with technology teams to improve automation, operational visibility, and data analytics for route optimization and demand forecasting.

7. Compliance & Safety

   • Ensure compliance with all applicable transportation, labor, vehicle, and statutory regulations.
   • Maintain vehicle documentation, permits, insurance, and fitness certificates.
   • Establish strong road safety practices, incident reporting mechanisms, and emergency response processes.

8. Vendor & Partner Management

   • Manage relationships and negotiate commercial terms and SLAs with fleet vendors, driver partners, maintenance agencies, and technology providers.
   • Evaluate vendor performance and ensure adherence to agreed quality standards.

9. Team Leadership

   • Build, lead, and mentor the operations team.
   • Define KRAs, KPIs, targets, and performance standards for the operations function.
   • Conduct regular performance reviews and cultivate a culture focused on accountability, safety, and productivity.

10. Business Growth & Strategy

    • Develop operational strategies aligned with business growth plans and support expansion into new markets.
    • Evaluate the operational feasibility and cost implications of new business opportunities.
    • Partner with Sales, Finance, HR, and Technology teams to achieve organizational objective .