Description:
To oversee the efficient, safe, and compliant day-to-day operations of a tolling system (highway, bridge, tunnel), ensuring optimal revenue collection, customer service, and system performance.
Key Responsibilities:
- Operational Management: Direct daily toll collection activities, lane availability, traffic flow, and toll plaza maintenance.
- Revenue Assurance: Oversee cash handling, electronic tolling (ETC) transactions, reconciliation processes, and minimize revenue leakage/fraud.
- Staff Leadership: Supervise, train, schedule, and evaluate toll operations staff (supervisors, collectors, technicians, customer service).
- Performance Monitoring: Track key metrics (volume, revenue, violations, lane availability, customer wait times) and implement improvements.
- Compliance & Safety: Ensure adherence to regulations, policies, safety protocols, and security standards for personnel, facilities, and data.
- Technology & Systems: Coordinate with IT/vendors on tolling system functionality, maintenance, troubleshooting, and upgrades.
- Customer Service: Resolve escalated issues, manage violation processing appeals, and ensure positive customer interactions.
- Vendor & Contractor Management: Oversee maintenance/service contracts for toll equipment, systems, and facilities.
- Incident Response: Manage operational disruptions (accidents, system outages, severe weather) and coordinate with emergency services.
- Reporting: Provide regular reports on operations, revenue, performance, and incidents to senior management.
Core Focus: Efficiency, Revenue Integrity, Safety, Customer Service, System Reliability.
Qualifications
- A retired Major from Pakistan Army
- Proficiency in Performance Analysis and Improvement methodologies
- Budget Management and Financial Planning skills
- Strong Leadership, Training, and Team Development skills
- Excellent communication and interpersonal skills
- Ability to work on-site in Hyderabad/Mirpur Khass