Handiman - Commercial Head - Sales & Service Delivery

JOB DESCRIPTION

Date: 01-04-2019

Job Title: Commercial Head

Grade: HM - M5

Department: Sales & Service Delivery

Reporting to: Director

Resource: 10 Direct Reportees

Work Location: Head Office, Bangalore

Purpose of the Position

Commercial Head - position is to be the custodian of core property of the organisation i.e. high quality service delivery which is foundation for strong long term future. This role requires to handle operational responsibility with strategic perspective and on the other side Business development is a combination of strategic thinking, marketing, and sales. The BD department play vital role in the organization in bringing new business and clients. By which expand financial growth to the organization.

This role requires collaborative working and shall coordinate with other functions within and outside the organization to provide strategic direction and ensure delivery in line with organizational objectives as follows:

Key Performance Areas:

1. Business Generation

2. Identification of New Sector

3. Effective, high quality service delivery including processes (SOP) through operational control

4. Strategic role: Strategies, structure and infrastructure to prepare service team for future service excellence

5. Business enhancement through cross selling, Additional business, References, margin improvement and Account mix management (Pruning)

Key Role & Responsibilities

1. Business Generation

- Responsible for identifying and developing new sales opportunities this may be through current customer network or through identifying potential opportunities outside of the current customer base.

- Supports the sales team in creating account plans and executing them

- Ensures the team achieves targets for both lead generation and sales in line with the business plans and targets.

- Define Customer Profile by identifying and understanding your existing customers

- Sector wise allocation

- Create Database of customers

- Establish direction (customer segments, products, and initiatives).

- Develop & Implement self-management System & processes in the department and for new business development efforts.

- Institute performance measurement system, tracking / review processes to ensure progressive efforts.

2. New Sector: Identify new sectors and develop and execute new business

3. Effective, high quality service delivery including processes (SOP) through operational control

- Create a bench mark in service delivery and establish industry differentiator factor, constantly study / survey competitors best practices and take proactive measures to upgrade service standards.

- Process & Methods: Responsible for developing, SOP, process, methods and system which guarantee customer and organisation minimum standards of service delivery at any given point of time.

- Performance Management System: Conduct daily, weekly & monthly reviews with action points & Target date of completion it has to be reviewed in periodical manner. The same should be presented in Weekly, Fortnightly & Monthly review with CEO.

- Collection: Responsible to drive collection strategically and ensure collections above 90% month on Month.

- DSO: Responsible to bring down DSO with in TAT with constant drive collections, and strict review mechanism.

- Bad Debts: Constantly drive Bad Debts and achieve target as per the TAT, Take strategic actions on default client with proper analysis of data month on month

- Control Revenue Loss: Ensure there is no shortage of manpower by providing enough bench strength by doing analysis of client category and put mechanism to capture daily shortage to drive the team.

4. Strategic role: Strategies, structure and infrastructure to prepare service team for future service excellence

- Strategic Plan: The position requires high level of thinking and develops operational strategies and plan to drive and ensure high level of customer satisfaction through excellence

- Define direction for future service delivery in terms of sector needs, service levels.

- Review role of technology in service delivery quality and efficiency

- Review structure from time to time to reorganise resources most aligned to service direction

- Institute pre-deployment and online Training in line with service standard

- Timely renewal of contracts: Ensure all the AMC renewals are done effectively and timely manner by regular review with team. Ensure standard operating procedures (SOP) while renewing the contract.

5. Business enhancement through cross selling, Additional business, References, margin improvement and Account mix management (Pruning)

- Additional Business: Ensure the team visits the client regularly, provide value additional service and maintain relationship. Responsible to bring additional business with excellent service delivery and by cross selling

Academics & Qualification

- Post-Graduation in business management

Work Experience

- Minimum 15-18 years of experience in Senior role handled both Operation & Sales

- Sound knowledge of operation skills with a drive for design and development of documented systems & procedures (SOP)

- People management experience (Team management of atleast 5 years)

Functional Skills

- Effective communication, presentation, negotiation and influencing skills

- Constitutional approach towards driving system, process, methods and review mechanism

- Strong analytical abilities with an eye for detail

- Self-driven, ownership

Personal Skills

- High level of integrity and dependability with a strong sense of urgency and results-orientation.

- Organizing and planning

- Calm under pressure

- Aggressive, follows through on commitments

- Strategic thinking/visioning

- A well-developed circle of influence of interconnected positive relationships (Team Management)

- Good Listener

Age and Gender

Age: Between 35 to 45 Years

Gender: Male candidate preferred