Operations/Control & Planning Manager - Car Rental Startup

Looking for Operations Planning and Control (OPC) Manager for our start-up client in self-drive in car rental industry

Location - Bengaluru / Pune / Ahmedabad / Chandigarh / Mumbai / Chennai

Overall role expectation

1. Ensure efficient operations, across all hubs, within a city

2. Ensure overall asset maintenance and health of cars

3. Ensure smooth interface / coordination between different functions i.e. within a city, across cities

4. Ensure regular tracking of performance against key metrics and real time issue resolution / de-bottlenecking, as needed

5. Build a high performing operations team

Detailed job description

1. Ensure efficient operations, across all hubs, within a city; to be managed through the Hub Managers / Hub Supervisors. This includes:

On-time delivery and pick-up of cars

Optimising the delivery costs per trip through

- Maintaining a driver to car ratio of 1:5 (including usage of overtime and part time drivers)

- Optimising the pull-ups / pull-downs of car delivery / pick-up scheduling, in sync with the Hub Managers / Hub Supervisors

- Minimising the turnaround time and costs of driver (including usage of scooters)

- Monitoring the fuel usage / leakage, if any, per trip; ensure compliance to fuel policy i.e. fuel to be filled only during car pickup from customer at a petrol pump closest to hub

Compliance to SOPs and policies, including

- All checklists (hub supervisor and delivery executive) are filled regularly and accurately

- Photo's e.g. driving license, are good quality

- Communication and escalation protocols adhered to

- Ensure all the requisite document (both hard and soft copy) are stored safely

- Data in regularly maintained and accurate e.g. journey mapping sheet, expense sheet, delivery executive attendance and overtime sheet etc.

Timely onboarding of cars, including all papers, accessories etc.

2. Ensure overall asset maintenance and health of cars; to be managed through Maintenance manager. This includes:

Tie-ups with dealer / multi-brand workshops for faster TAT and costs

Adherence to planned maintenance calendar, for each car

Proactive escalation of any issues with car health/performance e.g. AC not working, issues with music system etc.

Coordination with insurance companies / insurance brokers to expedite the claims / refunds process

3. Ensure smooth interface / coordination between different functions i.e. within a city, across cities

Within Operations team in city

- Communicate clear roles and responsibilities, handover mechanisms, escalation matrixetc. between different stakeholders, within Operations team i.e. Hub Managers / Supervisors, Maintenance manager, Operations Executive and Call centre

- Conduct regular joint sessions between these stakeholders and enforce the message of - One Team-

- Mediate to resolve any issues, where necessary

Across functions / cities

- Ensure coordination / cooperation with other functions e.g. Customer Care

- Share learnings / best practices with other city operation teams

4. Ensure regular tracking of performance against key metrics and real time issue resolution / de-bottlenecking, as needed

Ensure accuracy of daily / weekly / monthly / quarterly dashboards (with the help of MIS analyst)

Conduct regular problem solving sessions to assess deviances from plans / address key issues, bottlenecks

Agree on action plans with top management and ensure implementation against them

5. Build a high performing operations team

Lead the recruitment of key positions e.g. Hub Managers, Maintenance Managers etc.

Maintain fairness and transparency in performance evaluations, incentives etc.

Provide sufficient training, coaching / feedback sessions and growth opportunities to individuals (e.g. movement from supervisor to manager between hubs)

Key interfaces within the organisation

- Immediate reporting to:City CEO

- Peer level: City Customer Care Manager

- Direct Reportees: Hub Managers, Maintenance Manager, Operations executive, Call Centre Head

Requirements

- Experience

Minimum 8-10 years of leadership experience in an Operations role

Fleet management experience a plus, but not mandatory

- Key skills

Team management - should- ve led teams of 20-30 people

Strong performance management orientation - needs to be results oriented and mobilize teams / resources to deliver on business goals

Sharp problem solving skills - needs to be able to resolve day to day issues, along with the Hub Managers

Strong analytical skills - should be able to interpret data / reports and develop action plans on their basis

Communication - needs to be able to communicate effectively with the operations organization