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.
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