Toll Plaza Manager

Plaza Manager

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

Education Qualification:

Essential: Graduation in any discipline

Work Experience: 8-12 years 

Experience Level

Mid Level