Business Head - Facility Service

Key Responsibility Areas (KRA)

1. Business Delivery: Business development - new client acquisition, corporate as well as retail / Revenue generation for Business, collection, deployment, revenue loss

2. Effective, high quality Service delivery including processes (SOP) through operational control: Conceptualize, develop and execute systems and process, i.e. working norms, sales kit, review mechanism, sales training, market intelligence, competitive analysis etc.

3. Strategic Business Direction: Marketing, Strategic business direction, Brand building, Business promotion

4. Key account management: client relationship, new business

5. Capability Building

Responsibilities & duties :

Business Delivery: Business development / Revenue generation, collection, deployment, revenue loss

- Responsible for identifying and developing new sales opportunities this may be through current customer network or through identifying potential opportunities outside of the current customer base.

- Supports the sales team in creating account plans and executing them

- Ensures the team achieves targets for both lead generation and sales in line with the business plans and targets.

- Define Customer Profile by identifying and understanding your existing customers

- Sector wise allocation

- Create Database of customers

- Establish direction (customer segments, products, and initiatives).

- Structure team per business priority, ensure & build necessary capacity through recruitment, training, guidance, encouragement for effective lead conversions.

- Organize current business into manageable units, establish business priority & align resources / efforts accordingly. Define business context & direction for Customized business to better leverage efforts & synergies between the 2 business streams

- Define & drive Service & performance culture to deliver distinct value for the customer

- Control Revenue Loss: Ensure there is no shortage of manpower by providing enough bench strength by doing analysis of client category and put mechanism to capture daily shortage to drive the team

- Collection: Responsible to drive collection strategically and ensure collections above 90% month on Month Effective, high quality Service delivery including processes (SOP) through operational control: Conceptualize, develop and execute systems and process, i.e. working norms, sales kit, review mechanism, sales training, market intelligence, competitive analysis etc.

- Create a bench mark in service delivery and establish industry differentiator factor, constantly study / survey competitor's best practices and take proactive measures to upgrade service standards.

- Process & Methods: Responsible for developing, SOP, process, methods and system which guarantee customer and organisation minimum standards of service delivery at any given point of time.

- Proactive tracking of pending service issues and ensuring timely response

- Prepare SOP reports in advance of training and other engagements for different operational activities to ensure the quality of service

- Responsible to bring down DSO with in TAT with constant drive collections, and strict review mechanism.

- Develop & Implement self-management System & processes in the department and for new business development efforts.

- Define & measure Customer satisfaction and drive initiatives to influence it positively. Establish regular system receiving, analysing customer feedback, which will be an important input for refining direction & structure of the organization's efforts.

- Institute performance measurement system, tracking / review processes to ensure progressive efforts.

Strategic Business Direction: Marketing, Strategic business direction, Brand building, Business promotion

- Establish overall marketing direction based on business priorities. Develop and deliver Marketing plan (initiatives, support resources, budget) to facilitate sales growth

- Devise a go- to- market plan for our current and new services; drive execution. Measure effectiveness of marketing efforts & efficiency of marketing spends.

- Establish databases and processes for capturing necessary Market & Competitor information on a regular basis. This will include formal market research on brands.

- Sense customer needs / service gaps or opportunities to develop new services

- Efficiently handle key account & ensure qualitative enhancement in service delivery with focus on customer satisfaction

- Ensure the best possible understanding of the client, based upon close behavioural study and expert steering of communications tools

- Conduct reviews on accounts on regular basis to evaluate clients- demands and requirements of key account

- Generate revenue / new business by way of providing better service and upselling services with existing clients.

- Seek references from happy customers

- Ensure feedbacks are taken constantly from Key client and provide feedback to the operations team to enhance the quality of service

- Periodically archive testimonial from customer

Capability Building :

- Team Development: Review teams on assign task understand their capability and institute development mechanism to align with Management objective from time to time. Upscale knowledge and capabilities by identifying and training.

- Team management, guiding/developing process for excellence in service enhancement