JOB DESCRIPTION

Position/ : Head - Service Strategy Design & Quality

Designation :

Chief Manager

Department/Function : Home Service

Location : Mumbai

Reporting To (Position) :

VP - Service Operations

List The Duties and

Responsibilities (That are significant in achieving the objectives of the job):

- Identifies and supports implementation of improvements to service management processes and services across the service lifecycle

- Operations analysis, performance management, and training implementation

- Coordinate the implementation of the overall Centralised Run strategy including scope of services, operating model, sourcing options, automation, monitoring, workforce planning, skills development and training needs

- Establish and manage the ways of working for Application Services

- Solely manages the Quality Assurance team through the delegation of duties to supervisors, quality analysts or a combination of both

- Work with product/business teams to create innovative new product offerings for our consumers

- Works with customers, internal or external, to resolve escalated issues regarding both quality of service and employee conduct

- Develops and implements appropriate methods, practices, policies, procedures, and change processes, keeping employees informed of changes

- Reviews and works within budgets, making recommendations for changes when necessary

- Participates in the formulation of customer service impacting policies

Experience Required :

- Minimum 8 to 10 years of exposure in Air Conditioning Service, especially VRV / VRF / Ductables

- Should understand the dynamics of various AMC Plans.

- Should do competition Service bench marking

- He should be good in expanding Service Network

- Regular Analysis on Service Partners, their evaluation

- Plan Parts Operations & Service Revenue.

- Cross Management Interaction

- CRM understanding and its impact on Service Operations

Academia (The minimum / critical qualifications you deem necessary for this profile) :

- MBA or Graduate with strong academic back ground

Personal Attributes :

- Ownership and people management skills

- Strong relationship building skills and ability to manage a pan India network

- Analytical ability with an eye for detail

- High bias for action

- Ability to scale up operations smoothly, thinks big.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.