Territory Manager

IntrCity SmartBus; Puducherry; On-site; INR 600,000 - 900,000; Full time

Job summary

IntrCity SmartBus is seeking a operations-focused professional in Puducherry to oversee in-bus inspections, safety compliance, and customer experience. The role drives audit scores, bus cleanliness, and onboard amenities across trips, while coordinating with operator staff for timely execution.

The ideal candidate will lead a frontline team of bus captains, manage rosters, attendance, and attrition, and deliver on customer engagement targets.

Qualifications

• Experience in managing frontline teams and training delivery.
• Ability to enforce safety and service standards under pressure.
• Strong coordination with captains, crew, customers and operators.
• Willingness to work late nights and be reachable during services.
• Proven people-management and performance improvement skills.

Responsibilities

• Complete daily in-bus inspections and fill the audit form to improve service delivery.
• Own audit score and bus-quality-complaints-per-trip metric, ensuring safety compliance.
• Ensure cleanliness, comfort and onboard amenities meet brand standards on every trip.
• Coordinate daily with operator staff to get work done and highlight improvement areas.
• Call unhappy customers daily to gather feedback and close the loop with quality actions.
• Work on reducing customer complaints related to bus condition, cleanliness and safety.
• Recruit, train and manage the team of bus captains, ensuring grooming standards.
• Own roster planning, week-offs, attendance and attrition control.
• Drive accountability through audits and performance evaluations; log corrective actions.
• Deliver on customer engagement targets of ratings and in-bus bookings.
• Own reports, flag trends and make corrections; monitor dashboards and performance.
• Update bus punctuality reports daily and adjust schedules/routes as needed.

Job description

KEY RESPONSIBILITIES

Overview

Core Responsibilities

Service Quality

1. Completing daily in-bus inspections and fill the audit form to improve service delivery

2. Own audit score and bus-quality-complaints-per-trip metric, and zero compromise on safety violations

3. Ensure cleanliness, comfort and onboard amenities meet brand standard on every trip

4. Daily coordination with operator staff to get the work done and highlighting improvement areas

5. Calling unhappy customers daily and gather captain & crew feedback to close the loop; resolve issues at the right quality, not just speed

6. Working on reducing customer complaints related to bus condition, cleanliness and safety concerns

Team Leadership & Accountability -

1. Recruit, train and manage the team of bus captains ensuring grooming standards and timely reporting

2. Own roster planning, week-offs, attendance and attrition control

3. Drive accountability through audits and performance evaluation; log corrective actions against the SOP checklist; keep behavioral complaints under check

4. Deliver on customer engagement targets of customer ratings and in-bus bookings

Reporting & Continuous Improvement -

1. Own the reports assigned to this role, flag trends and make corrections

2. Monitor service and captain level performance through performance dashboards

3. Bus punctuality reports to be seen daily and making timely schedule/route corrections

4. Log daily checklist of SOPs and ensure team down the line improve on deliverables

Required Skills & Availability

• Working knowledge of bus systems, fleet maintenance basics and safety regulations
• Proven people-management and training ability for a frontline team
• Composure and firmness enforcing standards under operational pressure, including the authority to hold a bus back from dispatch
• Strong coordination and stakeholder communication — captains, crew, customers and the operator
• Comfortable working late nights and staying reachable off-hours while services are running