Toll Operations Executive

Site Toll Operations Executive

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.

Key Stakeholders - Internal:

Projects 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):

8-12 years of relevant experience