Site Operations and Maintenance Lead - Road BOT/TOT Projects

Site O&M Lead - BOT/TOT (Roads)

Responsibilities

Overall Project Management:

• Plan, execute, control, and monitor all aspects of site maintenance, site systems, IT, and toll operations.

• Coordinate with cross-functional teams to ensure adherence to quality standards and procedures across all operational facets.

• Provide leadership and motivation to teams, ensuring continuous on-the-job training for enhanced operational effectiveness and efficiency.

Routine Maintenance & Incident Management:

• Execute day-to-day maintenance activities including pavement, drainage, earthwork, retaining walls, structures, and plantation as per approved maintenance program.

• Supervise and ensure adherence to contract specifications and approved methodologies.

• Ensure removal of road debris and obstructions, cordon incident/accident sites.

• Assist highway users in emergencies, coordinate with emergency services, and inform relevant authorities.

Toll Operations Management:

• Oversee all toll operations, including day-to-day management, staff direction, and performance monitoring.

• Manage end-user complaints, implement remedial actions, and strive for continuous improvement in customer satisfaction.

• Monitor daily reports and investigate discrepancies to minimize revenue losses and maintain operational integrity.

• Ensure smooth traffic flow through effective use of monitoring software and operational tools.

Systems and IT Management:

• Supervise IT infrastructure and systems deployment to support efficient toll operations and site maintenance.

• Ensure compliance with IT maintenance schedules and service level agreements with vendors.

• Monitor IT service levels and resolve critical issues promptly to minimize downtime and ensure data integrity.

Reporting and Compliance:

• Prepare and compile weekly/monthly MIS reports on site processes, productivity, and toll collection.

• Conduct traffic surveys and analyze data to inform operational decisions and improve service delivery.

• Advise operational and financial staff on matters related to toll operations and site management.

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.

Key Stakeholders - Internal:

Projects Team

Contracts Team

Quality Team

Safety Team

Security Team

HR Team

Key Stakeholders - External:

Client (NHAI)

Banks

IE

Local Administration

Police / Health Services

Contractors

Qualifications

Education Qualification:

Essential: Graduation in any discipline

Work Experience (Range of years):

10-15 years of relevant experience