Opening For MNC General Manager - Operations Pune, Mumbai

Staffing Services; Mumbai Suburban; In loco; INR 2.500.000 - 4.500.000; Tempo pieno

Descrizione del lavoro

Staffing Services in Mumbai seeks General Manager - Operations to lead a team of Operations Leads and ensure timely coordination between design and production for every project. You will align internal stakeholders to meet customer promises while maintaining quality standards.

You will own the customer experience post-booking through handover, act as regional escalation point, and drive cross-functional collaboration to resolve issues quickly and improve CSAT scores.

Mansioni

• Own the customer experience post booking of project till handover.
• Act as the highest point of escalation for your region and resolve customer issues within committed ETAs.
• Coordinate with installer, vendor, category and product teams to enable faster issue resolution.
• Be a people manager to empower the team and hire top talent to strengthen the region.
• Ensure the team adheres to SOPs and standards for a standardized customer experience.
• Responsible for move-in timelines, CSAT score, and quick resolution of escalations.

Descrizione del lavoro

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.