Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Qualifications
Education Qualification:
Essential: Graduation in any discipline
Work Experience: 5 years
