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

Zonal Business performance & Growth

- Own zonal revenue growth and margin targets
- Review route-wise and service-wise performances regularly and correcting the gaps
- Take initiatives related to brand visibility, such as identifying boarding partners and new boarding points to drive growth, customer acquisition and improve experience
- Improve fleet utilization from both operator and IntrCity sides

Service Quality & SOP Ownership - Operations Management

- Own zonal-level service quality: bus-quality complaints per trip, customer ratings, audit score
- Improve SOPs jointly with the State Head/RM and ensure those are followed down the line
- Ensure the best-fit service schedules and boarding points across the zone

Operator Partner Management

- Build and manage the zone's operator relationships; Prioritize and resolve operator issues
- Plan monthly meetings and document MoMs related to operator revenue, fleet utilization, service delivery gaps and have constructive discussion on TATs
- Align service managers with operator management structure to minimize conflicts and improve coordination

Team Leadership & Field Cadence

- Recruit,



onboard and manage team of service manager and have daily review discussions
- Run the mandated weekly F2F/skip meetings with bus captains; visit parking lots, boarding points to understand issues first hand
- Own team discipline, roster/week-off policy, and attrition control

Reporting, Escalation & Continuous Improvement

- Track assigned reports and dashboards daily; flag and fix issues before they're escalated
- Design and run systems for daily-ops escalation with speed, accuracy and accountability
- 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 robust 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

📌 Zonal Manager-Ground Operations (Chennai)
🏢 Stelling Technologies
📍 Chennai