Zonal Manager-Ground Operations

Zonal Manager (ZM) – Role JD Key Responsibilities:-

Zonal Business performance & Growth

1. Own zonal revenue growth and margin targets

2. Review route-wise and service-wise performances regularly and correcting the gaps

3. Take initiatives related to brand visibility, such as identifying boarding partners and new boarding points to drive growth, customer acquisition and improve experience

4. Improve fleet utilization from both operator and IntrCity sides

Service Quality & SOP Ownership - Operations Management

1. Own zonal-level service quality: bus-quality complaints per trip, customer ratings, audit score

2. Improve SOPs jointly with the State Head/RM and ensure those are followed down the line

3. Ensure the best-fit service schedules and boarding points across the zone

Operator Partner Management

1. Build and manage the zone's operator relationships; Prioritize and resolve operator issues

2. Plan monthly meetings and document MoMs related to operator revenue, fleet utilization, service delivery gaps and have constructive discussion on TATs

3. Align service managers with operator management structure to minimize conflicts and improve coordination

Team Leadership & Field Cadence

1. Recruit, onboard and manage team of service manager and have daily review discussions

2. Run the mandated weekly F2F/skip meetings with bus captains; visit parking lots, boarding points to understand issues first hand

3. Own team discipline, roster/week-off policy, and attrition control

Reporting, Escalation & Continuous Improvement

1. Track assigned reports and dashboards daily; flag and fix issues before they're escalated

2. Design and run systems for daily-ops escalation with speed, accuracy and accountability

3. Deliver monthly market and competition insight for the hub; drive data-based decisions on efficiency, customer experience and business outcomes

Candidate Profile & Expectations

 7+ years in ground operations, travel or hospitality, with direct P&L exposure

 Track record owning recruitment, onboarding and training for a frontline team; builds and leads a high-performing team with integrity and strong ethics as a baseline

 Makes data-based calls on efficiency, customer experience and business outcomes

 High agency and outcome focus who can handle multiple stakeholders