Manager - Transport Services

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