Operations Manager ETS

Fyndbridge Consulting Services; India; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Fyndbridge Consulting Services seeks an Operations Manager for Rent a Car & ETS in the Delhi NCR region. You will own day-to-day operations, drive fleet and driver scheduling, manage client relationships, and optimize processes to ensure 24/7 service continuity across NCR.

You will lead a small ops team, coordinate with vendors and HR/procurement stakeholders, and push continuous improvements in SOPs, cost efficiency, and service quality.

Qualifications

• 6–10 years of experience in operations within car rental, ETS, or fleet management.
• Strong client relationship and escalation-handling abilities.
• Vendor management and negotiation skills with DCO/fleet arrangements.
• Ability to build SOPs from scratch and drive process improvements.
• Willingness to be available 24/7 to meet business needs.

Responsibilities

• Oversee day-to-day operations for Rent a Car & ETS across NCR.
• Manage vehicle and chauffeur allocation, scheduling, and dispatch.
• Maintain 24/7 uptime, handle escalations with root-cause fixes.
• Own client relationships with HR/Admin/procurement stakeholders.
• Identify cross-sell opportunities and drive account growth.
• Develop and enforce SOPs for scheduling, dispatch, billing, and incidents.
• Collaborate with vendors and DCO partners to expand fleet.

Skills

Operations management

Client relationship management

Vendor management

Process optimization

SOP development

Team leadership

24/7 availability

Excellent communication

Job description

Role: Operations Manager Rent a Car & ETS

Delhi NCR

Role Summary

The Operations Manager - Rent a Car & ETS owns day-to-day operations for businesses across the National Capital Region: demand fulfilment, client escalation and relationship management, growth through account mining, process discipline, and efficient fleet expansion via DCO (Driver-Cum-Owner) and vendor partnerships. This is a hands-on, execution-first role that keeps NCR's fleet, drivers, and clients running smoothly around the clock. Based in Delhi, reporting to the Regional Head NCR, with mandatory 24/7 availability to meet business needs and strong day-to-day communication with clients, vendors, and the regional team.

Key Responsibilities

1. Demand Fulfilment & Service Delivery

• Fulfilment ownership: Manage day-to-day vehicle and chauffeur allocation, scheduling, and dispatch for Rent a Car and ETS demand across NCR.
• Round-the-clock ops: Own vehicle uptime, trip completion, and on-time availability; be reachable 24/7 to resolve issues and escalations as they arise.

2. Client Escalation & Relationship Management

• Primary point of contact: Own the client relationship for NCR accounts responsive, proactive communication with HR/Admin/procurement stakeholders.
• Escalation ownership: Resolve service escalations quickly with root-cause fixes, not just workarounds; protect client trust and satisfaction.

3. Growth by Account Mining

• Wallet-share growth: identify and unlock cross-sell opportunities within existing NCR accounts (Rent a Car ETS, add-on services), partnering with Sales/BD where commercial input is needed.
• Retention through excellence: drive renewals and client stickiness by consistently delivering excellent day-to-day service.

4. Process Ownership & Efficiency

• Put the right processes in place: Own SOPs for scheduling, dispatch, billing, and incident handling; fix gaps and standardize what works.
• Operational efficiency: Continuously improve turnaround times, cost per trip, and utilization; ensure compliance and audit-readiness across the region.

5. Fleet Expansion - DCO & Vendor

• Efficient fleet addition: grow NCR fleet capacity through DCO (Driver-Cum-Owner) onboarding and vendor partnerships, balancing cost, quality, and speed.
• Vendor & DCO management: manage vendor negotiations and relationships and ensure onboarded DCO/vendor vehicles meet company's quality, safety, and compliance standards.

6. People Management

• Team leadership: lead the NCR ops team schedulers, dispatchers, and field staff with clear accountability and regular coaching.

Requirements

• 6-10 years in operations within car rental, ETS, fleet, logistics, or corporate mobility, ideally with NCR market exposure.
• Good communication skills confident, clear, and responsive with clients, vendors, and internal teams.
• Strong client relationship management and escalation-handling ability under pressure.
• Vendor management and negotiation skills; comfort structuring DCO and vendor fleet arrangements.
• Process orientation and hands-on problem-solving; comfortable building SOPs from scratch, not just following them.
• Willingness and ability to be available 24/7 to meet business needs.