Overview 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.
Core Responsibilities Service Quality –
- 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
Team Leadership & Accountability -
- 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
Reporting & Continuous Improvement -
- 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
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
Solid coordination and stakeholder communication — captains, crew, customers and the operator
Comfortable working late nights and staying reachable off-hours while services are running