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We are Hiring

Duty Manager – Operations

Company Description

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Rego is a premier corporate mobility company in India with a fleet of over 4,117 cabs, 4,240 chauffeurs, and 295+ clients across PAN India. Since 2004, we have been focusing on integrating people, processes, and technology toprovide high-quality services. Our fleet includes a range of vehicles from economy sedans to luxury cars and coaches, catering to various transportation needs.

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Role Description

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We are seeking an experienced and proactive Duty Manager – Operations to lead and manage the core operational departments: Reservation, Allotment, and Tracking. This role will also be responsible for enhancing customer experience, leading the frontline team, and ensuring seamless execution of ground-level operations, equivalent to an Operations Manager position. The ideal candidate will have strong leadership skills, industry knowledge, and the ability to handle high-pressure situations in a dynamic environment.

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Key Responsibilities:

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1. Departmental Leadership:

  • Supervise and coordinate daily activities across Reservation, Allotment, and Tracking teams.

  • Ensure proper resource allocation and smooth shift handovers.

  • Monitor and enforce SOPs across all operational touchpoints.

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2. Reservation & Allotment Management:

  • Oversee booking confirmations, vehicle allotment, and chauffeur assignment.

  • Ensure timely response to client requests and last-minute bookings.

  • Maintain accuracy on every steps

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3. Live Tracking & Ground Control:

  • Lead the GPS-based tracking team for live monitoring and issue resolution.

  • Ensure real-time updates on vehicle movement and escalations to clients as needed.

  • Coordinate rerouting or reallocation in case of delays, breakdowns, or client changes.

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4. Customer Experience & Escalation Handling:

  • Act as the point of contact for key client escalations.

  • Drive first-time resolution of service failures and proactive recovery.

  • Implement customer feedback into process improvement.

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5. Team Supervision & Performance Management:

  • Lead, train, and mentor frontline executives and coordinators.

  • Conduct daily team briefings, performance reviews, and productivity tracking.

  • Manage team rosters, attendance, and workload distribution.

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6. Operational Excellence & Reporting:

  • Drive SLA adherence, quality checks, and operational KPIs.

  • Prepare daily, weekly, and monthly performance reports.

  • Ensure compliance with company policies, safety standards, and cost controls.

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Key Skills & Competencies:

  • Strong knowledge of car rental operations and fleet management.

  • Excellent people management and cross-functional leadership.

  • Proficiency in MS Excel, CRM tools, and tracking systems.

  • Ability to multitask, stay calm under pressure, and make quick decisions.

  • Fluent in English and Hindi; local language proficiency is an advantage.

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Qualifications & Experience:

  • Bachelor’s degree or diploma in business administration, logistics, or a related field.

  • Minimum 5–8 years of experience in ground operations, preferably in car rental or transport.

  • Prior experience in managing Reservation, Allotment, or Tracking functions is essential.

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Work Conditions:

  • Flexible to work in rotational shifts, weekends, and public holidays as per operational needs.

  • On-ground and command center-based working, with the ability to travel if required.

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