Aditya Birla Group
Location
Mumbai | India
Job description
| Goal | Key Result Area | Actions / Deployment |
| Business Growth & Sales | Manage the Services Portfolio to create value for the Business | Develop the Business with respect to Booked Number of Sites & Value from leads and improve Customer Referral Contribution |
| Create and drive awareness of the various services on ground by BTL activations to drive business. | ||
| Analyse Average Site Value , Average Paintable Area, Interior / Exterior Site Ratio to create action plans for improvement | ||
| Liaison with the ASM for sales level initiatives. Ensure local lead generation - 35% | ||
| Service Delivery | Create exceptional Consumer Experience - end to end painting service Painter experience | Site Evaluation Audit of prepainting & WIP sites - 30% of booked sites. Regular Site Audit reporting shall be shared with action plan thereon for team to take it forward and report shared by 5th every month. |
| Track, monitor and enhance the NPS Scores for the geography by creating awareness across all stakeholders. | ||
| Ensure SOPs & policies are adhered by the team across the unit & sites | ||
| Own the end-to-end responsibility of driving the painting services portfolio in the unit. WIP sites audits - 20 no per month per CSO for single unit | ||
| Complaint Management | Manage the Complaints team to ensure customer complaints are investigated and addressed timely. Assist HO & helpline to collate the observations regularly | Daily tracking of all complaints and ensure resolution within defined SLAs |
| Visit the complaint site - Monthly consolidated analysis of Complaints, Action taken report and reporting to ASM | ||
| Asset Management | Tools, Implements & Paint Material Management | Maintain an inventory of all assets - Tools, Implements , Painting Material |
| Cleaning Kit /Plastic rolls : Ensure the Cleaning Solution, Plastic films, are used on all sites | ||
| Safety Gears: Ensure that safety gears purchased by unit are used on all exterior sites and be part of audit & decide re-order level. | ||
| Sanders, Rollers & VC: Ensure all Equipments are regularly in workable condition, monthly reporting of condition | ||
| Mosituremeter, Distance meters: Checking regularly usage as per norms and reporting for deviations | ||
| To ensure Paint Material delivery as per norms at Customer Sites | ||
| Training | Development of Painters & TEAM | Training monitoring for painters/team etc - monthly Database updating and to update Modules wherever relevant, evolve the Training Tracker making it more updated and incorporating audit findings to review training status by 5th every month |
| Imeplement newer modules whenever shared by Training team | ||
| Liaision with Service Provider | Painter Cells & Dealer Management | Recruitment & enrollment of the Painter Cells as per demand |
| Induction training and evaluation of the Painter Cells | ||
| Performance Review on monthly/ quarterly basis of each Painter Cells | ||
| Team Management | Recruitment, Training & Reporting | Recruitment of Team & alignment with the Services roadmap to ensure adherence to business plans |
| Manage and grow the talent within the team by driving people management initiativesalong with performance review on monthly/quarterly basis | ||
| All training agenda needs to be administered to the unit in time and the effectiveness/ implementation, tracked and reported |
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