The Head of Bus Terminal is responsible for the overall management and smooth operation of the bus terminal facilities. This role oversees terminal operations, facility management, safety, security, regulatory compliance, and customer experience. The position ensures efficient daily operations, operational readiness, service excellence, and adherence to safety and regulatory standards, without direct involvement in bus fleet operations.
Key Responsibilities
1. Terminal Operations Management
- Lead and oversee day-to-day terminal operations to ensure efficiency and service excellence.
- Develop, implement, and continuously improve SOPs and operational policies.
- Monitor terminal capacity, traffic flow, bay allocation coordination, and crowd control.
- Ensure operational readiness including peak period management and festive season planning.
- Oversee incident management and contingency planning.
2. Facility & Infrastructure Management
- Ensure proper maintenance of terminal buildings, utilities, equipment, and common areas.
- Oversee cleaning, repairs, preventive maintenance, and facility inspections.
- Manage third-party contractors and service providers (security, cleaning, M&E, etc.).
- Lead facility upgrading or refurbishment initiatives where required.
3. Safety, Security & Compliance
- Ensure full compliance with local authorities, transport regulations, and safety requirements.
- Oversee terminal security operations and emergency response protocols.
- Implement and monitor workplace health & safety standards.
- Liaise with relevant authorities (e.g., local councils, enforcement bodies, emergency services).
- Conduct periodic audits and risk assessments.
4. Stakeholder & Operator Management
- Act as the primary liaison with bus operators, regulatory bodies, tenants (where applicable), and vendors.
- Resolve operational issues involving terminal users and operators.
- Conduct regular coordination meetings to ensure operational alignment.
- Maintain strong working relationships with government agencies and enforcement units.
5. Customer Experience & Service Excellence
- Ensure high service standards for passengers and terminal users.
- Oversee information counters, public announcements, signage, and complaint management.
- Implement initiatives to improve passenger flow and overall terminal experience.
- Monitor and review service performance metrics.
6. Leadership & Team Management
- Lead and manage terminal operations team including supervisors, facility staff, security personnel, and administrative staff.
- Plan manpower scheduling and resource allocation.
- Drive performance management, coaching, and staff development.
- Foster a culture of accountability, discipline, and service excellence.
7. Financial & Budget Oversight (Operational)
- Prepare and manage annual operational budgets (OPEX).
- Monitor expenses related to facilities, maintenance, security, and utilities.
- Implement cost-control measures without compromising service standards.
- Provide regular operational and performance reports to Management.
Key Requirements
- Bachelor's Degree in Business Administration, Facilities Management, Engineering, Transportation Management, or related field.
- Minimum 812 years of experience in operations management, facility management, property management, or transportation hub management.
- At least 5 years in a leadership role managing a sizeable team.
- Experience managing large public facilities (transport hubs, malls, airports, integrated terminals, etc.) is highly preferred.
- Strong knowledge of safety regulations and compliance requirements.
- Experience managing 24/7 operational environments is an added advantage.
- Strong stakeholder and crisis management capabilities.
