29 Oct
HRHeadPro Consulting
Delhi
- This leadership role has the responsibility of driving efficiency across the Business, providing outstanding leadership to associates and championing Company's culture of service, respect and integrity.
- This role is responsible for maintaining a performance driven environment, drive operational efficiency, and apply the best practices and processes while providing outstanding customer service and supervising each branch to bring in success of this role.
- Overall in-charge for Operations with regard to network operations, complaint resolution, project execution and customer relationship management.
- Responsible for total performance in accordance with company policy and procedures. Plan, implement,
and manage areas of responsibility to facilitate continuous improvement and personal growth while supporting company goals, missions, and vision. Provide sound leadership for the Business.
Detailed Roles & Responsibilities:-
1. Responsible for monitoring and driving service operations.
2. Drive implementation of operational policies and procedures
3. Monitor performance of branches and ensure high productivity levels
4. Conduct periodic audit and inspection to ensure that all tools & equipment are available and being utilized by the field staff as per laid down norms and procedures
5. Design and implement strategy for expanding operational support services and network in line with sales forecast or approved expansion plans
6. Review recommendations received from branches for implementation of new projects, provide resources required and monitor implementation
7. Monitor and track implementation of various new infra for existing network and customers
8.
Support rollout of new platforms like GPON
9. Provide support to Community Projects in respective Business
10. Provide support to corporate customers in respective Business.
11. Co-own and support all end-to-end customer care processes and procedures with a view to increase customer retention
12. Assume overall responsibility for supporting technical customer care as per laid down norms as well as monitoring of complaint resolutions
13. Analyze training needs of operations staff and co-ordinate with functional training team and HR to ensure design and implementation of training programs
14. Responsible for timely execution of special projects/ up-gradation assignments
15. Establish measure of performance and monitor performance of Operations staff
16.
Design and implement customer Relationship management strategy with a view to increase customer retention.
Education :-
1. MBA from premier institute
2. 12 + years of experience in operations/sales with proven track record of handling large teams.
Key Personal Attributes:-
- A focused driver with a structured process approach and ability to deliver outcomes
- Passionate about people development, strong communicator, highly energetic with ability to influence & persuade
- Excellent interpersonal skills - High level of proficiency in networking & connecting internally and externally
- Excellent team building skills and orientation for developing high quality talent within the organization