Operations Manager

About the job

Role Overview: We are seeking a dedicated and experienced Operations Manager to oversee the daily operations of our bus fleet. This role requires hands-on management of crew, coordination with multiple departments, and a relentless focus on service quality and passenger satisfaction. The Operations Manager will be accountable for real-time decision-making, compliance enforcement, and ensuring operational excellence across all assigned routes and hubs. ⸻Key Responsibilities: 1. Fleet Scheduling & Utilization • Review and verify daily and weekly schedules received from aggregators (FlixBus, IntrCity). • Allocate appropriate crew—drivers, cleaners, and bus captains—based on roster and vehicle availability. • Monitor vehicle movements in real time, promptly responding to delays, reroutes, or disruptions. 2. Crew Management • Supervise and mentor the full ground crew including drivers, bus captains, and housekeeping staff. • Prepare and manage shift schedules ensuring optimal coverage and compliance with duty norms. • Track performance metrics and implement corrective action plans. • Organize regular training on safety protocols, customer service standards, and internal policies. 3. Operational Excellence • Establish, implement, and improve Standard Operating Procedures (SOPs) for passenger boarding, en-route service support, and emergency handling. • Maintain a network and database of key mechanical and electrical service providers along routes to support quick resolution of breakdowns. • Track key operational KPIs such as Net Promoter Score (NPS), punctuality, cancellations, and on-route incidents. • Drive continuous improvement based on data-driven insights and feedback. 4. Customer Experience & Service Quality • Address passenger complaints and feedback through timely follow-ups and resolution. • Collaborate with customer support teams to implement service improvement initiatives. • Conduct random checks on cleanliness, crew behavior, and adherence to scheduled stops. 5. Compliance & Safety • Ensure that all vehicles comply with RTO norms, insurance requirements, and safety standards as per company manuals. • Conduct periodic audits, mock drills, and refresher sessions for safety and compliance. • Verify documentation and training of all crew members, ensuring readiness for emergency scenarios. 6. Stakeholder Coordination • Act as the operational bridge between maintenance, business development, and support teams. • Liaise with partner networks, aggregators, and enforcement authorities to ensure seamless operations. • Submit daily operational reports, issue logs, and escalation updates to the Regional Operations Head. ⸻Qualifications & Requirements: • Graduate/Diploma in Transport Management, Business Administration, or related field. • 4–6 years of experience in bus fleet or transport operations, preferably in long-distance or aggregator-based services. • Strong leadership, problem-solving, and crisis management skills. • Proficient with fleet tracking tools, Excel reporting, and basic CRM systems. • Willingness to work in shifts and be available on call for emergencies. Working time : 10 am to 9 pm

Requirements

• Leadership
• Crisis Management
• Fleet Management
• Customer Service
• Operational Excellence

Qualifications

• Graduate/Diploma in Transport Management
• Business Administration

Preferred Technologies

• Leadership
• Crisis Management
• Fleet Management
• Customer Service
• Operational Excellence

About the company

Universal Bus Services is focused on providing high-quality transportation services with a commitment to excellence in customer service and operational efficiency.