Head Operations

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 .