Opening For MNC General Manager - Operations Pune, Mumbai

Staffing Services; Pune District; On-site; INR 3,000,000 - 4,600,000; Full time

Job summary

Staffing Services in India seeks a General Manager - Operations to lead a team of Operations Leads, align with design and production to meet timelines, and support internal stakeholders to deliver promised quality.

You will drive customer delight from post-booking to handover, escalate regional issues, coordinate with installers, vendors, and product teams, and empower the country’s talent while enforcing SOPs and standardized service.

Qualifications

• Leadership and people management skills.
• Strong operations oversight and process discipline.
• Ability to coordinate multiple internal teams.
• Customer-centric mindset and service excellence.

Responsibilities

• Own the customer experience completely post booking of project till handover.
• Act as highest escalation point for your region and resolve issues within ETAs for successful project completion.
• Coordinate with installer, vendor, category, and product teams to speed up issue resolution on ground.
• Be a people manager, empower the team, and hire top talent across the country.
• Ensure adherence to SOPs and standards to provide a standardized customer experience.
• Drive customer move-in timelines, CSAT scores, and quick resolution of escalations.

Skills

Leadership

Operations management

Customer experience

Stakeholder management

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.