Director at Xperia Executive Search LLP
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National Head - Service Operations - Consumer Durables (12-23 yrs)
National Head Service Operations - Consumer Durable
National Head - Service Operations
Preferred Qualification : BE + MBA
Industry : Durables
Reporting Structure : CEO
Positions reporting in : Zonal Service Heads and Operations Team .
Required profile :
Experience : 12 - 23 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
- 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)