National Head - Service Operations Preferred Qualification : BE + MBA Industry : Durables / Auto industry / 2 & 3 wheelers/ EV Reporting Structure : CEO Positions reporting in : Zonal Service Heads and Operations Team . Required profile : Experience : 18 - 20 years in Customer Service Education : B. Tech + Post Graduation Degree in Operations Management (Preferred) Key Responsibilities : 1. Delivering Service Quality, NPS Score and TAT 2. Monitoring ZSHs in maintaining the set SLAs 3. MS-D365 will be the primary source of information to extract & work upon. 4. Evolve new systems and procedures to maximize productivity and deliver quality and timely service effectively through consumer-focused service activities. 5. Bring about customer satisfaction and become a solution rather than a service provider. - Network Management - BP Management & Compliance - Competitive Analysis - Escalation Management - Roll out and Adaptation of D 365 Analysis : - Need to hold the MIS for BPs & ASCs - Collaborate with marketing to ensure support where the NPS is low and costs are high. - Ranking BPs on the performance KPIs, & NPS. - All analysis required to prepare the Pareto of BPs, SBUs, area heads, on all the aspects of customer satisfaction, collaboration with CRM team on NPS improvements. - BP consolidation Project (key stake holder) - COT (Core Role - Concept design, implementation and timely amendment) - Digitization (key stake holder) - MS dynamics implementation (key member)

Mumbai

Head - Customer Service - Auto 

Job Description for Head - Customer Service - Auto  in Xperia Executive Search LLP in  Mumbai for (18-22) years of experience. Apply Now!