Opening For MNC General Manager - Operations Pune, Mumbai

Staffing Services; Mumbai; Hybrid; INR 1,800,000 - 2,400,000; Full time

Job summary

Staffing Services in India seeks a General Manager - Operations to lead a team of Operations Leads and ensure customer delight. You will coordinate with design and production teams to align with timelines, manage internal stakeholders, and uphold quality standards to meet customer promises across your cohort.

The role emphasizes ownership of customer experience, escalation management, cross-functional collaboration, and people leadership to build a strong regional operations function.

Qualifications

• Own the customer experience post booking until handover.
• Escalation management for your region within committed ETAs.
• Coordinate with installer, vendor, category, and product teams for faster issue resolution.

Responsibilities

• Own the customer experience completely post booking of project till the time of handover.
• Act as highest point of escalation for your region and ensure issues are resolved within ETAs.
• Continuously coordinate with cross functional teams to enable faster issue resolution.
• Be a people manager to empower the team and hire talent to strengthen the region.
• Ensure everyone adheres to SOPs for standardized customer experience.
• Responsible for Customer Move In Timeline Adherence, CSAT Score, and quicker resolution of escalations.

Skills

Customer experience management

Team leadership

Cross-functional coordination

Job description

As a General Manager - Operations, you will be responsible for leading a team of Operations Leads and ensuring customer delight. You will coordinate with design and the production team to keep them in alignment with the committed timelines for your cohort/ city. You will manage internal stakeholders such as Finance, Vendor teams, Installer teams etc to ensure they get the required support to meet the customer promised timelines and quality standards.

Roles and Responsibilities

• Own the customer experience completely post booking of project till the time of handover.
• Act as a highest point of escalation for your region and ensure any of the issues highlighted by the customers are resolved within the committed ETAs and the projects are completed on a good note.
• Continuously coordinate with the cross functional teams such as installer teams , vendor teams, category teams, product teams etc to enable faster issues resolution for your team members to solve problems on ground.
• Be a people manager to empower the existing team and also hire the best of the talents in the country to strengthen the team of your region.
• Ensure everyone in the team is adhering to the defined process SOPs and standards to provide a standardized customer experience.
• Responsible for Customer Move In Timeline Adherence, Customer Overall CSAT Score, Quicker resolution of customer escalations.