Assistant Manager - Human Resources, Driver Development Team

About Cityflo

Cityflo is a daily commute company that provides a comfortable, stress-free travel experience for corporate professionals, as an alternative to driving. With premium buses, a simple app, and caring customer service, our passengers get the luxury of time in their busy schedules where they can read their book, watch Netflix, nap, or simply soak in the city's view. We're bringing joy back to commuting and turning around urban traffic woes in a big way.

Today, we run 650 buses and log 35000 daily bookings. After establishing strong product-market fit and building a profitable business in Mumbai, we've expanded services to Hyderabad & Delhi, where the commute problem is as urgent and exciting. Over the next 2 years, we plan to scale to 1000 buses and 100,000 daily bookings across all the cities.

Cityflo is well-funded by prominent VCs India Quotient, Lightbox Ventures.

Website:https://www.cityflo.com/

App:https://bnc.lt/cityflo/

Why Is This Role Critical

At Cityflo, the driver is the brand in motion. Every customer interaction, every on-time arrival, and every safe journey defines how Cityflo is experienced on a daily basis.

Though drivers are employed by operator partners, Cityflo owns the responsibility of shaping their experience, engagement, and service mindset (excluding payroll). This role ensures drivers feel connected to our mission, accountable to our standards, and motivated to deliver excellence.

It is central to building a structured, people-first driver ecosystem that strengthens retention, elevates service quality, and directly impacts customer satisfaction and brand trust

Key Responsibilities

Driver Lifecycle Management

• Lead and streamline hiring coordination with operator partners
• Design and enhance structured onboarding programs
• Implement driver induction modules aligned with Cityflo's service standards
• Create probation evaluation and confirmation frameworks
• Develop structured exit management and retention analysis

Engagement & Culture Building

• Design engagement initiatives for a distributed, blue-collar workforce
• Build reward & recognition programs linked to performance and customer feedback
• Lead field visits and driver connects to understand on-ground challenges
• Conduct periodic satisfaction surveys and action planning
• Drive behavioural and service excellence interventions

Performance Management

• Develop driver performance scorecards (safety, punctuality, behaviour, customer feedback, compliance)
• Establish data-driven review mechanisms
• Partner with operations to address performance gaps
• Implement counselling and improvement plans
• Build structured documentation and escalation frameworks

Operator Stakeholder Management

• Act as the bridge between Cityflo and operator partners for all driver-related matters
• Ensure policy alignment and consistent people practices
• Collaborate on workforce planning and manpower forecasting
• Influence operator leadership on best HR practices

Training & Development

• Identify skill gaps and design targeted training programs
• Conduct behavioural, customer handling, and safety workshops
• Standardize training modules and refresher programs
• Create leadership pipelines among senior drivers (Driver Captains, Mentors, etc.)

Compliance & Discipline

• Ensure adherence to safety, grooming, and service standards
• Develop code of conduct and disciplinary matrices
• Handle grievance redressal mechanisms
• Manage sensitive cases with empathy and firmness

Team Leadership

• Lead and mentor Driver Development Executives
• Define KPIs for the team
• Build structured reporting dashboards
• Drive continuous improvement initiatives

Must have -

• 45 years of experience in HR / People Management
• Strong exposure to blue-collar workforce management (logistics, manufacturing, transport, facilities, gig workforce, etc.)
• Experience in high-volume workforce environments preferred
• Prior experience in employee engagement and performance management

If shaping the driver's experience who shapes Cityflo's experience will excite you, Please share your profiles at on this link below - https://forms.gle/9ydf6zCdc4mjGev48