Regional Service Manager - North

Position: Regional Service Manager.

Location: North (New Delhi/Gurgaon/Noida/Ghaziabad/Faridabad).

- Working Days: MondayFriday.

- Work Timings: 10am -7pm.

Experience Required: 7-10 years.

Client: Leading Insurance Startup.

Salary: Upto 19 LPA.

Looking for candidates with prior experience of working in service based roles.

Position / Grade: Regional Service Manager.

Department/Functio; nService.

Location: North (Gurgaon, Noida, New Delhi, Ghaziabad, Faridabad).

Reports to (Position).

National Service Manager.

Job Summary/ Key Objective:

- The Regional Service Manager (RSM) is responsible for overseeing and managing the service operations within a designated region.

- This includes ensuring high standards of service delivery, maintaining customer satisfaction, managing regional service teams, and achieving operational and financial goals.

- The RSM will work closely with Service Partners, Local Field Representatives (LFRs), and internal stakeholders to optimize service processes and performance.

Responsibilities:

Service Delivery Management:

- Oversee all service activities within the region to ensure timely and quality service delivery.

- Monitor and improve service metrics such as Turnaround Time (TAT), Service Request (SR) resolution, and Slot Adherence.

- Ensure compliance with company standards and policies.

Team Leadership and Development:

- Lead and mentor a team of Area Service Managers (ASMs) and Team Leaders (TLs).

- Provide regular performance feedback, conduct performance appraisals, and identify training needs.

- Foster a positive and collaborative team environment.

Customer Satisfaction and Quality Assurance:

- Ensure customer satisfaction by maintaining high service quality and addressing customer escalations effectively.

- Monitor Net Promoter Score (NPS) and implement strategies to improve customer feedback.

- Implement quality control measures to ensure service excellence.

Operational Efficiency:

- Optimize service processes to enhance operational efficiency and cost-effectiveness.

- Manage and analyze regional service data to identify areas for improvement.

- Implement best practices and continuous improvement initiatives.

Financial Management:

- Manage the regional service budget and ensure cost controls.

- Monitor and report on financial performance, including cost of service and revenue targets.

- Drive initiatives to improve profitability and reduce operational costs.

Relationship Management:

- Build and maintain strong relationships with Service.

- Partners, LFRs, And Other Key Stakeholders.

- Collaborate with Service Partners to ensure alignment with company objectives and service standards.

- Act as the primary point of contact for regional service issues and resolutions.

Compliance and Safety:

- Ensure adherence to all safety, regulatory, and.

- Compliance Requirements.

- Promote a safe working environment and ensure compliance with health and safety policies.

Strategic Planning and Execution:

- Develop and execute regional service strategies aligned with corporate goals.

- Plan and implement new service initiatives and projects.

- Forecast regional service demand and manage resource allocation accordingly.

Reporting and Analysis:

Provide regular reports on regional service performance to senior management.

- Analyze service trends and metrics to inform decision making and strategic planning.

- Use data insights to drive service improvements and operational excellence.

Customer and Market Insights:

- Gather and analyze customer and market feedback to understand service needs and expectations.

- Stay updated on industry trends and competitor activities to remain competitive.

- Provide insights and recommendations for service enhancements and new service offerings.

Experience Required:

- Minimum of 7-10 years of experience in service management, field operations, or a related role.

- Proven track record in managing regional or large-scale service operations.

- Experience in leading and developing teams.

Academia:

- Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field.

- A Master's degree or relevant professional certifications is a plus.

Personal Attributes:

- Strong leadership and people management skills.

- Excellent analytical and problem-solving abilities.

- Effective communication and interpersonal skills.

- Financial acumen and budget management experience.

- Proficiency in using service management software and tools.

- Ability to work under pressure and meet deadlines.

Competencies:

- Customer Focus: Passionate about delivering exceptional customer service and maintaining high customer satisfaction.

- Operational Excellence: Demonstrates a commitment to operational efficiency and continuous improvement.

- Strategic Thinking: Capable of developing and executing strategic plans to achieve business objectives.

- Leadership: Inspires and motivates teams to achieve their best performance.

- Collaboration: Works effectively with cross-functional teams and stakeholders.

- Adaptability: Able to adapt to changing circumstances and handle complex challenges.

Other Requirements:

- Willingness to travel within the region as required.

- Ability to work flexible hours, including weekends and evenings, if necessary.