Head - Service Strategy & Quality - Consumer Durable & Appliances

JOB DESCRIPTION

Position/Designation Head - Service Strategy Design & Quality (Chief Manager)

Department/Function Home Service

Location Mumbai

Reporting To (Position) VP - Service Operations

List The Duties and Responsibilities:

- 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 Centralized 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

- 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 relevant or equivalent industry experience required Please also state what might be desirous / advantageous)

- 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.