Manager - Transport Services

3 weeks ago

Bengaluru, Karnataka, India JLL Full time
Job Description

Role: Transport/Operations Lead

Ownership and Stakeholder Management:

- Responsible for career progression and growth of reportees
- Ensure timely deployment of vehicles to meet SLA:
- Pickup: within 4 hours
- Drop: within 15 minutes
- Monitor and ensure timely route allocation:
- Pickup: within 6 hours
- Drop: within 60 minutes
- Conduct weekly and monthly training for IFM staff as per training calendar
- Review monthly MIS data (TPI, KPI, transport ops, OB & AB) with MIS team (4-eye check) and share with Transport Manager
- Share ACT & On Call tracking reports daily with the Transport Manager

Customer Delight Responsibilities:

- Monitor associate-related escalations via AMS, email, and POS; ensure conversion of all issues to AMS
- Take a proactive approach to reviews and discrepancy reporting through AMS
- Participate in customer engagement programs like Town Halls, Virtual Connects, and meetings with Project Managers
- Optimize seat utilization and customer efficiency across locations

Key Performance Indicators (KPIs):

- Daily and weekly reporting compliance
- Contribution to Monthly Management Reports and other client-required reports
- Ensure proper handover documentation with email updates to Transport Manager
- Continual review of operational setups to improve efficiency against KPIs
- Conduct regular vendor meetings to ensure SLA compliance
- Maintain and track transport team & vendor supervisor training plans
- Proactive planning of transport during festivals and BCP situations
- Perform random audits for statutory, regulatory, and Cognizant-specific compliance (e.g., 6-digit ID, background checks)
- Participate in emergency evacuation, crisis management, and business continuity planning
- Manage Health and Safety issues; participate in reviews

Performance & Leadership:

- Meet or exceed Customer Satisfaction targets as per contract
- Deliver savings initiatives and agreed service improvement plans
- Achieve personal and team performance goals set by manager
- Serve as a leadership role model by embodying JLL's values and culture
- Seek continuous improvement and excellence in results
- Foster open, collaborative relationships with peers, managers, and clients
- Communicate effectively through actions, written, and oral communication

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