Regional Service Manager - BFSI

Responsible for service operation function for the area, meeting KPI Norms, Customer Satisfaction, control measures, Service Business contract and Regional Technical Support.

SCOPE OF RESPONSIBILITY

Responsible for service management for the Region

ESSENTIAL FUNCTIONS

Service Management

- Share best practices with the worldwide Customer Relationship and lead the implementation and delivery of the vision in India

- Be responsible for area-wide profitable growth of services operations

- Be responsible for the region /support organizations.

- Represent the local India perspective to the Customer Service business in shaping global strategy and processes for the organization

- Lead the management of AMC contract business, including service-level agreements

- Parts Sale Business to Existing Customers in the region

- IAD Parts Sale venture

- Depot Repair Facilitation & Team Management

- Parts Management - Planning, Control, Usage and Consumption.

- Account Receivables Management

- Ensure that Annual Maintenance Contracts (AMC) to be signed with the concerned customers within specified period.

- Revenue Booked against the Forecast for AMC

- Ensure that consumables sales target are achieved for regional accounts

- Ensure that Payments for AMC / Consumables/Product are collected within the set time frame from the due date.

- SLA Compliance for the Region.

- Achieve Call ratio for the quarter

- Hot listing on Daily Basis for the Region

- Reconciliation of service consumables and AMC on a weekly basis

- Assess the EPT for the Region on a monthly basis for efficiency and accuracy in call handling by engineer.

- Ensure minimum SLA missed by ensuring inventory is maintained for immediate TAT to the field at all times within 2 hrs of request.

- Collection of IC within 30 days from date of dispatch to site after adhering to the SRC compliance.

People Management

- Execute the performance management process, which includes evaluating performance, establishing performance goals, coaching performance and implementing effective development plans.

- Establish and foster networks and relationships at all levels.

- Motivate through recognition and reward.

- Provide encouragement, motivation and support to the workforce through timely and effective communication.

- Understand basic principles of change management and applies appropriately to prepare, introduce and manage change within the organization.

- Training & Mentorship for the team

JOB & REQUIREMENT

- Diploma In Engineering or Bachelor's degree in Business Administration or Computer Science

- At least 8 years experience, preferably in customer support or support planning role or service delivery roles Previous service management experience

- Ability to drive efficiency in margin improvement within assigned accounts preferred

- Proven experience leading / managing a team in a customer services environment

- Proven experience with the sales contract negotiating process preferred

- Possess a high degree of skill in relationship management, and leadership to get issues resolved for the customer

- Ensure that the customer receives a high level of customer delight with all services and works to maximize services revenue and profitability within assigned accounts