Toll Plaza Manager

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