 Maintain high performing service support functions including and IT Service Desk and Desktop Support Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required  As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review  Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed  Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed  Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems  Drive internal and third party service review meetings covering performance, service improvements, quality and processes. Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner  Working with internal and third party teams to ensure actions are taken and completed to protect and improve services Provide regular and accurate management reporting on IT Service performance Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment Working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

 Interface with customers and sales representatives to handle both pre-sales and post-sales service functions. Handle and resolve customer complaints/inquiries via mail or phone in a timely and accurate manner Monitor product order shipment to ensure on-time delivery to customers. Provide price and cost proposals in response to customer’s requests. Contact customers regarding contract cancellations to determine cause and possible corrective measures. Coordinate, analyse and improve customer service functions to meet company goals. Maintain database of customer sales order and invoicing records. Provide price and cost proposals in response to customer’s requests. Coordinating the sales team by managing schedules, filing important documents and communicating relevant information Handle the processing of all orders with accuracy and timeliness Store and sort financial and non-financial data in electronic form and present reports liaise between other departments and the client to provide the service most suitable to the client’s needs, cost and time restraints. Develop MIS system for customer management and internal communication. Provide recommendations to update current MIS to improve reporting efficiency and consistency. Provide support and maintenance to existing management information systems (MIS).

 Organizing meetings & prepare minutes of meeting with action plans & follow-ups. Inter-office documentation. Arranging weekly, biweekly and Monthly meetings with Senior Management & Chairman. Remind all the attendees on a timely manner. Coordinating with other departments & preparing a reports & Reporting to Management. Prepare & Maintains MIS, Statistical reports, Tables and Charts, Reports formats & other sources of information To monitor and manage the Managing Director / Executive Director expenditure budgets including updating, forecasting, monitoring and processing invoices, payments and expenses. Maintains customer confidence and protects operations by keeping information confidential. Updating Director’s Calendar as per his day to day schedule and according to his advice / instruction. Maintenance of confidential documents and relevant records. Handling incoming and outgoing mails, faxes & couriers of the Director Handling visa applications and formalities. Co coordinating international and domestic travel arrangements Flight, train and car & hotel bookings as required from time-to-time.

 Report on leads that are generated by sales executive branch wise / area wise / zone wise. Monitoring the conversion percentage v/s the leads generated by the above Reports on sales with reference to target v/s achievement from the sales executive to GM level to make them aware of the deficit v/s the committed figures. Preparing the weekly average sales report. Filling up the tenders for various banks & other organisation. Verifying contract form: - 1) Discounting guidelines & tariffs are adhered to. 2) Signed by relevant authorities (GM/RM & sales person). 3) Verifying the company’s seal / stamp, customer’s signature, address & contact details are properly filled in the contract form. SRS is applicable is completed in full, approved and copy is attached along with the contract form. Client code generated within TAT if all documentation are in place. & sending to respective branches, operations dept. & CS dept. Coordination with the branches for compiling the monthly sales targets for Sales Review with MD. Coordination with the clients, sales executive & billing & accounts department for collections. Monitoring rate hike due to increase in fuel costs Coordination for pickups for pan India accounts. Monitoring the salesforce.com :- 1) Generating daily report on people who haven’t logged into salesforce.com.2) Updating it with respect to new joinees, creating their salesforce.com ids & deletion of ids of people who have left Elbee.3) Mapping & remapping of clients in case of new joinees & collating data zone wise & pan India basis.

 Preparing daily missing report of advt.  Preparing daily comparison advt. report. (Including local, govt. & commercial advt.) Daily advt. page wise ratio report. MIS & outstanding. Coordination with the marketing team for documentation, client database, daily business report. Monitoring the advt. daily, if they have publish on agreed date & size.  Aid in designing of marketing and presentation plans

 Preparing and sending Proposals to clients after working out the rates & rentals based on individual client requirements. The products covered are – Finance Lease, Operating Lease, Hire Purchase, Car Rentals & Daily Hire. Preparing a MIS Report on weekly & monthly basis. Interacting with the client for their specific vehicle requirements & accordingly prepare disbursement request. This is prepared after taking into account the specific sanctioned limits & utilized amounts for the particular client. Responsible for ensuring that all documentation necessary for smooth running of the business are in place. It essentially involves keeping & continuous update of the documentation status. In change of capitalisation all the assets which are leased / hired to the clients. The billing process on the basis of the term & conditions agreed upon mutually. Monitoring the entire maintenance status as well as the outstanding status of the clients. Sending service reminders, outstanding reminders and other marketing direct mailers to the clients from time to time. In-charge of the entire maintenance marketing database management system, ORIX Care Club members database management system. Updating the Autodeal maintenance package, which controls the entire maintenance of the fleet of various corporate as well as the individual clients. To be at the customer support desk during the skeleton staff, participating in the outdoor marketing events such as Car Check up camps, exhibitions etc. Co-ordinating between the Telemarketing Executives, Sales executives & the clients. Also generating weekly performance report for the same exercise. Co-ordinating between franchisees & ORIX Service Centre in terms of clients.