Assistant Manager - Service Productivity
Location
Bangalore | India
Job description
- The incumbent will report to the VP / AVP - Operations Capability. The incumbent will have to work as part of the team and this involves collaboration with the internal and external stakeholders.
Job Responsibilities:
- Ensuring 100% process compliance in relation to iCABS data management, service planning & delivery
- 100% compliance on iCABs SOPs such as NO ICABs ENTRY : NO SERVICE DELIVERY
- To ensure that the branches are delivering all the NKA services on priority as per the contractual obligations to avoid the penalties & services must be delivered by SCP ONLY
- To ensure that the SDM portal is uploaded timely by the branches
- Ensuring 100% QSRT technicians compliance for NKA customers. All the QSRT services must be delivered through QSRT certified technicians ONLY
- Ensure On time Service Delivery
- 100% service planning in iCABS & delivered with SCP
- Improve the optimum utilisation of resources (technicians) so as to ensure that the branches achieve productivity targets
- Drive Route technicians productivity by smart service planning implementation to enhance number of visits & increased time on site resulting in improved service productivity
- Drive job productivity improvement through periodically monitoring the jobbing services especially BPS, TSPO, TSPR etc
- Drive Site technicians productivity by working closely with the internal team working on the site PDY & also ensuring that the SPs are making daily visit entries religiously
- On time completion of Jobs so as to make them available for additional services
- Drive consistent improvement in SOS ensuring minimum backlog in Residential SOS
- SOS Aged Profile should be in single digit from 1 to 3 & Zero from 4 to 10
- Conducting induction training for the new joinees on time & also the periodical refreshers on quarterly basis
- Troubleshooting & closing the assigned tickets
- Conducting regular reviews of the SPs of the allocated branches
- Create simple & smart training materials (presentation, videos etc)
- Helping branches/HR in conducting interviews or assessment of the new candidats or IJP for service planners
- Monitor & review all the operations KPI periodically so as to ensure 100% is achieved
- Ensure information ticket & lapse letter implementation
- To drive the assigned projects effectively & efficiently, in given stipulated time frame
- Ensuring OTOZ, ATC, Service area maintenance is done periodically on quarterly basis
- Annual year end cleanup activity to be initiated every year in October
- Ensuring timely data housekeeping to monitor : Correction of email IDs,Service Types (NS,FS,FT etc), ATC, XR Tickets, Service verification etc
- Minimise the non productive visits to ensure that the technicians are available for new or renewal services
- Ensure improvement in customer retention by ensuring the all the customers are provided timely services
- Ensure creation of C7 for all issues & complaints related to sales or services. Strict adherence to the call out ticket & visit process
- Monitor XR tickets closely to ensure that they are kept under control
- Continuous Self Improvement :
Upgrade & update continuously on the following :
- Current trends in the industry
- Technological advancements: Company softwares
Soft skills
SHE
- Integrate SHE initiatives into all training sessions
- SRA compliance
- Deliver agreed SHE Plan with LTAR and WDLR Target
Key Result Areas: Improvement in
- SOS: YTD Contracts & Jobs
Productivity
- R/FTE: Route, Jobbing & Site
- ToS
- Visit/FTE (Route)
- Reduction in non productive visits
- Customer retention (CRR)
- XR Tickets
- SDM Portal
- SCP active % & Usage %
- CSAT score
- SRA
- CVC
Competencies (Skills essential to the role):
- Good analytical & data management skills
- Time Management
- Problem Solving
- Adaptability
- Process Improvement
- Customer Focus
- Project management: Planning & execution
- Process building, implementation & enhancement
Educational Qualification / Other Requirement:
- Preferably an IT Graduate or graduate in any discipline with proficiency in computer applications (Google Suite etc) & data analysis
- Certification in dat
Job tags
Salary
