Territory Operations Manager

Stelling Technologies; South Goa District, Mapusa; On-site; INR 600,000 - 850,000; Full time

Job summary

Stelling Technologies in Goa invites experienced Service Managers (SM) or Territory Managers (TM) to lead frontline fleet quality, safety compliance and service delivery across our bus operations. You will oversee daily inspections, audits, and incident resolution while driving customer satisfaction and on-time performance.

Responsibilities include recruiting and training a frontline team, roster planning, performance dashboards, and continuous improvement through SOPs in a demanding night-shift

Qualifications

• 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.

Responsibilities

• Completing daily in-bus inspections and fill the audit form to improve service delivery
• Own audit score and bus-quality-complaints-per-trip metric, and zero compromise on safety violations
• Ensure cleanliness, comfort and onboard amenities meet brand standard on every trip
• Daily coordination with operator staff to get the work done and highlighting improvement areas
• Calling unhappy customers daily and gather captain & crew feedback to close the loop; resolve issues at the right quality, not just speed
• Working on reducing customer complaints related to bus condition, cleanliness and safety concerns
• Recruit, train and manage the team of bus captains ensuring grooming standards and timely reporting
• Own roster planning, week-offs, attendance and attrition control
• Drive accountability through audits and performance evaluation; log corrective actions against the SOP checklist; keep behavioral complaints under check
• Deliver on customer engagement targets of customer ratings and in-bus bookings
• Own the reports assigned to this role, flag trends and make corrections
• Monitor service and captain level performance through performance dashboards
• Bus punctuality reports to be seen daily and making timely schedule/route corrections
• Log daily checklist of SOPs and ensure team down the line improve on deliverables

Skills

Bus operations

Team leadership

Stakeholder communication

Problem solving under pressure

Night shift management

Job description

Company Website:www.railyatri.in| www.intrcity.com

KEY RESPONSIBILITIES

Service Managers (SM) or Territory Managers (TM) are the frontline owner of fleet quality, safety compliance and ground-level service execution resulting in top-notch customer experience.

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