Service manager (RARR Job 6210)

Role Overview

We are seeking a dynamic leader with strong expertise in service management practices, traffic operations, and toll management systems. The ideal candidate will combine strategic thinking, operational excellence, and customer-centric leadership to drive efficiency across service delivery, logistics, and infrastructure operations.

Key Responsibilities

🔹 Leadership & Management

• Team Leadership: Lead, mentor, and develop service and operations teams to enhance skills, accountability, and performance.

• Operational Oversight: Oversee daily service and traffic operations, ensuring alignment with organizational goals.

🔹 Strategic Planning

• Service Strategy: Develop and implement strategies to improve efficiency, effectiveness, and customer satisfaction.

• Performance Management: Define KPIs, monitor outcomes, and drive continuous improvement initiatives.

🔹 Customer Relationship Management

• Customer Engagement: Build strong relationships with customers, addressing escalations promptly and ensuring high-quality service delivery.

• Stakeholder Collaboration: Coordinate with government authorities, law enforcement, and external partners for seamless traffic and toll operations.

🔹 Process Improvement

• Workflow Optimization: Analyze service and traffic processes, implement SOPs, and introduce automation for efficiency.

• Digital Transformation: Deploy smart technologies in tolling (ETC, RFID, FASTag) and traffic monitoring systems.

🔹 Budget & Revenue Management

• Budget Oversight: Develop and manage departmental budgets, ensuring cost-effective operations.

• Revenue Assurance: Monitor toll revenues, reconcile collections, and enforce fraud-prevention measures.

🔹 Traffic Management

• Traffic Flow Monitoring: Supervise real-time traffic operations, ensuring smooth movement and safety.

• Incident Response: Coordinate rapid response to accidents, congestion, or breakdowns.

• Data Analytics: Use traffic data to forecast demand, optimize routes, and enhance road safety.

🔹 Toll Management

• Toll Operations: Manage daily toll collection activities, ensuring compliance and efficiency.

• Technology Implementation: Oversee deployment and maintenance of electronic toll systems.

• Regulatory Compliance: Ensure adherence to government regulations, concession agreements, and audit standards.

🔹 Reporting & Analytics

• Performance Reporting: Prepare reports on service, traffic, and toll operations for senior management.

• Data-driven Decisions: Leverage analytics to guide operational improvements and strategic initiatives.