Operations Manager
Current• Defining service standards and guidelines, a governance structure that serves as a benchmark for excellent service delivery for multiple global clients by leading teams of Delivery Managers• Performing post-service activities like follow-up with the customers and conducting service reminders; improving customer satisfaction matrices through on-time delivery of spare parts & monitoring customer complaints & warranty issues• Developing and effectuating competitive selling programs to improve product awareness and enhance growth; rendering sustained services for high ROI, increasing retention level by achieving quality norms and resolving their issues to attain high customer satisfaction.• Ensuring the successful accomplishment of preset business targets in the face of growing competition; identifying prospective clients, generating business from new accounts, and developing them to achieve profitability; directing service operations including KPIs, SLA Management, Volumes Management, Headcount & Forecasting• Establishing standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality customer experience; engaging & coordinating with vendors for critical issues, and escalations to resolve customer concerns.• Implementing promotional programs like events, customer meets free service camps, CSTS up-gradation, local mechanics training and upgradation, and driver training.• Improvising products at R&D & production line on technical reports submitted; taking new products feedback & submitting trial reports based on customer interaction; providing After-sales Support where Solutions, Technical Support & Troubleshooting trail required; interacting with OEMs for field support.• Settling the warranty claims and maintaining warranty systems at the dealer’s workshop end; monitoring the credit notes and debit notes against each warranty settlement;
