Territory Operations Manager

IntrCity SmartBus; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

IntrCity SmartBus is seeking a seasoned Operations Leader to oversee passenger experience, quality assurance, and financial performance across a network of depots and routes in the Chennai region. The role combines strategic office work with frequent field visits to ensure service excellence and cost discipline.

You will mentor field supervisors, enforce grooming and conduct standards, and deliver actionable performance reports to executives.

Qualifications

• Experience leading field teams in transport operations.
• Strong budget management and reporting skills.
• Willingness to travel frequently across depots and hubs.

Responsibilities

• Monitor customer feedback, reviews, and complaints to implement targeted service improvement plans.
• Maintain cleanliness, amenity standards (WiFi, AC, seating quality), and safety features across all operational buses.
• Coordinate with depot staff and crew to ensure professional customer service standards.
• Manage the territory's operational budget, toll expenditures, and maintenance expenses.
• Lead, mentor, and manage field supervisors, depot managers, and operations staff.
• Deliver weekly and monthly performance reports to executive leadership with actionable insights and growth strategies.
• Mixture of office-based strategic work and frequent field visits across bus depots, terminals, and key transit hubs within the assigned territory.
• Must be comfortable with regular local travel.
• Lead, mentor, and guide a team of field personnel to ensure high performance and strict adherence to company objectives.
• Enforce and maintain immaculate personal grooming, uniform standards, and professional etiquette across the entire field team.
• Conduct regular team briefings, safety checks, and performance reviews to foster a culture of continuous improvement and discipline.
• Train and onboard new field staff, providing ongoing coaching to upgrade their technical skills and professional conduct.
• Oversee day-to-day field operations, ensuring projects and tasks are executed efficiently, safely, and strictly according to timeline and budget.
• Monitor quality assurance and ensure all work delivered meets the company's quality and compliance benchmarks.
• Coordinate logistics, resource allocation, and task delegation for team members in the field.
• Serve as the primary point of contact for real-time field escalation, efficiently tackling unexpected operational hurdles, client concerns, or personnel issues as they arise.
• Exercise sound judgment to resolve conflicts, technical issues, and operational bottlenecks on-site without delaying project deliverables.
• Report critical field incidents, root cause analyses, and implemented solutions to senior management.

Job description

KEY RESPONSIBILITIES

Passenger Experience & Quality Assurance

• Monitor customer feedback, reviews, and complaints to implement targeted service improvement plans.
• Maintain cleanliness, amenity standards (WiFi, AC, seating quality), and safety features across all operational buses.
• Coordinate with depot staff and crew to ensure professional customer service standards.

Financial & Team Leadership

• Manage the territory's operational budget, toll expenditures, and maintenance expenses.
• Lead, mentor, and manage field supervisors, depot managers, and operations staff.
• Deliver weekly and monthly performance reports to executive leadership with actionable insights and growth strategies.

Work Environment & Travel

• Mixture of office-based strategic work and frequent field visits across bus depots, terminals, and key transit hubs within the assigned territory.
• Must be comfortable with regular local travel.

Team Leadership, Grooming & Guidance

• Lead, mentor, and guide a team of field personnel to ensure high performance and strict adherence to company objectives.
• Enforce and maintain immaculate personal grooming, uniform standards, and professional etiquette across the entire field team.
• Conduct regular team briefings, safety checks, and performance reviews to foster a culture of continuous improvement and discipline.
• Train and onboard new field staff, providing ongoing coaching to upgrade their technical skills and professional conduct.

Field Execution & Operations

• Oversee day-to-day field operations, ensuring projects and tasks are executed efficiently, safely, and strictly according to timeline and budget.
• Monitor quality assurance and ensure all work delivered meets the company's quality and compliance benchmarks.
• Coordinate logistics, resource allocation, and task delegation for team members in the field.

Problem Solving & Crisis Management

• Serve as the primary point of contact for real-time field escalation, efficiently tackling unexpected operational hurdles, client concerns, or personnel issues as they arise.
• Exercise sound judgment to resolve conflicts, technical issues, and operational bottlenecks on-site without delaying project deliverables.
• Report critical field incidents, root cause analyses, and implemented solutions to senior management.