Jeeves - Chief Operating Officer

Organization: Jeeves Consumer Services Private Limited (www.jeeves.co.in)

We are a rapidly growing company in the consumer services space. We are authorized partners for leading retailers like Future Group, Tata Croma, Metro Cash and Carry and brands like Toshiba, Panasonic, Philips, Kenwood, Sanyo and many more for post sales technical support for a range of appliances and electronics. Established in 2007 Jeeves is present in 225 locations across India with a 400 strong in-house team and 600 executives on contract through our franchisees.

India has over 175 million households with some sort of electronic / electrical appliance. To address a widely felt consumer need for a professional and reliable service provider, Jeeves has launched its Home Service initiative recently. This service aims at providing convenient, high quality, reliable, safe and secure service at reasonable and transparent costs in a sustained manner to consumers across the country. Consumers with any product of any brand of any age will now have access to quality service through a single contact number. The home service market is estimated at Rs 8000 crores.

We are looking for Head -Operations who shares our passion for consumer service and has experience in managing a service delivery team of over 1000 on a pan India basis.

Position: COO

Role and Responsibilities

- 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

- Team motivation, incentive system design and implementation, managing churn.

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

- Franchisee strategy, appointment and management. Performance review and network corrections.

- 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

Education and experience:

- An Engineer with an MBA degree from a top institute

- Worked with a mid to large size retailer or durables marketer / service provider in the electronics, telecom or IT space / e-commerce company

- Managed a medium to large sized team

- Worked in a highly systems driven environment

- Between 12 to 20 years’ experience in heading operations of a multiproduct and multi location service entity. Experience in consumer durables / IT / mobile service entities will be welcome

- Comfortable working 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: Managing Director

Location: Bangalore

Contact Details: Anitha Nandagopal , Mobile: 8884415715