GM - Operations

GM Operations

Organization: Jeeves Consumer Services Private Limited

We are a rapidly growing company in the consumer durables service space. Present in 225 locations across India we have a 400 strong in-house team and 600 executives on contract through our franchisees. We are authorized service vendors for leading retailers and brands. Over a million homes in India have used our services.

India has over 175 million households with some sort of electronic / electrical appliance. But in the event of a problem there is no single organized and reliable entity that one can approach for service. Jeeves aims to be the single window solutions provider to any issues faced with any product, any brand anywhere in India. We have recently received venture funding to expand our operations and consumer offering.

We are looking for GM-Operations who shares our passion for consumer service has experience in managing a service delivery team of 1000 involving 23 offices and 200+ franchisees.

Position: General Manager - Operations

Role

- Responsible for service delivery through a direct and indirect team of around 1000 field technicians.

- Define systems and processes (SOPs) for the entire team to ensure service deliveries based on agreed upon SLAs with brands / customers

- Manpower planning / recruitment and coordination on technical and soft skills training

- Define and monitor response times, resolution times and manpower productivity

- Coordinate with the supply chain team on spares planning and routine requirements

- Franchisee strategy, appointment and management

- Define consumer service experience and build resources and skills to deliver on the same

- Roll out new ERP, CRM and Field Automation systems across all locations

Should have:

- An Engineer with an MBA degree from a top institute

- Worked with a mid to large size manufacturer, retailer or durables marketer / service provider

- Managed a medium to large sized team

- Worked in a highly systems driven environment

- Between 10 to 12 years experience in heading operations of a multiproduct and multi location service entity. Experience in consumer durables / IT / mobile service entities will be welcome

- Some idea / experience of having worked in a start up environment.

Skills:

- Great man management skills

- Good Communication skills-both oral and written

- Good Planning ability

- Systems and process orientation

- Attention to detail

- Good geographical knowledge of India

- Willingness to travel extensively

Reporting to: Chief Operating Officer

Location: Bangalore

Contact Details: email id: shiva.subramaniam@jeeves.co.in

Mobile: 9980624455