DGM - Service Network Management - Durables

DGM - Service Operations (Subject Matter Expert) (12-15 yrs)

Position: Service Operations

Grade - DGM

Preferred Qualification - BE + MBA

Reporting Structure: Position reports to National Head Service - Operations

Base Location: Mumbai HQs

Service Operations - Network Management.

Monitoring & follow up with ZSHs in maintaining the set SLAs linked to complete service delivery standards and execution. SAP will be the primary source of information to extract & work upon.

Purpose: Evolve new systems and procedures to maximize productivity and deliver quality and timely service effectively through consumer-focused service activities. Bring about customer satisfaction and become a solution rather than a service provider.

Principle Accountabilities - KRAs:

Work closely with the National Head - Service Operations to augment consumer sales to achieve service leadership & increase customer satisfaction. Set measurable, time-bound business objectives and review progress.

Service Operations:

Network Management

- Continuously look at ways to build up the service infrastructure of the service function to ensure proactive customer service leading to enhanced customer satisfaction.

- Formulate training plans and be the central resource for coordinating training to service personnel.

- Ensure and keep field personnel updated on new product and other information to help them in being equipped to answer customer queries.

- Tracking control of "free of cost" replacements by monitoring ongoing consumption patterns. Develop system of Service Audits and ensure that audits are carried out periodically.

Competitive Analysis:

- Explore comprehensive analysis of competitor's core competencies, activities and current and potential positions in the marketplace with reference to Service/CRM and communicate the same appropriately. Leveraging Best Service & CRM Practices:

- Conduct development talent in the region by providing opportunities for growth, exposure, and coaching for shouldering responsibilities in the future.

Courtesy / Audit calls.

- The position needs to monitor & report on deviations occurred by exercising specific calls to customers. Objective is to ensure timely correction initiated by the RSH & apply governing rules on erring partners.

Technician Hiring

- Work very closely with the leaders & HR to keep adding STs as per the norms to manage service levels.

- Need to visit institutes along with HR to optimize resources

Roll out of D 365

- Be the SPOC for collaborating between field & CRM team for successful implementation of all CRM initiates

Inspirational Support

Discuss & arrive at logical incentives structure for OPNs - Leaders & Network based on trend plus incremental changes as needed.

Administrative Proceeds

Will support & work on analysing BPST payments, analysis monthly.

Collaborate with HR to analyse the employee incentives to increase the effectiveness.

Analysis :

- Need to hold the MIS for Direct & Consumer SPOC to identify & guide the zones in direction depending on the data.

- Collaborate with marketing to ensure the right support, coaching, handholding is done for spots where the NPS is low, business 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)

- Digitization (key stake holder)

- MS dynamics implementation (key member)