Plaza Manager

Responsibilities

1. Toll Management and Quality Assurance:
   • Plan, execute, and monitor all aspects of toll operations to ensure adherence to quality standards and procedures.
   • Investigate discrepancies, violations, and operational issues to maintain revenue integrity.
   • Supervise front desk administration, Point of Sale operations, and customer service interactions.
   • Manage toll collection operations daily, including staff direction and performance monitoring.
   • Monitor toll collection performance, identify improvements, and implement service enhancements.

2. Traffic Flow Management and Technical Support:
   • Utilize monitoring software and tools to optimize traffic flow at toll plazas.
   • Ensure all equipment and systems function optimally for efficient toll collection.
   • Provide operational and technical guidance to staff, advising on operational matters.
   • Conduct traffic surveys to inform decision-making and enhance service delivery.
   • Handle end-user complaints promptly, implementing measures for resolution and recurrence minimization.
   • Execute traffic surveys and assist customers as needed.

3. Revenue Reconciliation:
   • Ensure accurate reconciliation of toll revenue with transaction records 
   • Minimize mis-classification, exemption and violation on daily basis to check against pilferage and leakage of revenue..
   • Identify discrepancies or irregularities in revenue collection and implement corrective measures.
   • Coordinate with finance and accounting teams to resolve reconciliation issues promptly.

4. Reporting and Compliance:
   • Prepare weekly/monthly MIS reports on operational processes, productivity, and revenue collection.
   • Monitor performance metrics, identify areas for improvement in toll collection systems.
   • Ensure compliance with regulatory requirements and service level agreements.

5. Customer Service and Front Desk Administration:
   • Supervise front desk administration, Point of Sale (POS), and customer services to maintain high service standards.
   • Ensure prompt service delivery and handle customer inquiries and complaints effectively.

Internal Stakeholders: 
Projects Team

External Stakeholders:
Client (NHAI)
Banks
IE
Local Administration
Police / Health Services
Contractors

Qualifications

Education Qualification:

Essential: Graduation in any discipline

Work Experience: 8-12 years 

Note: Candidates must have proficiency in the Tamil language