Job Title:
Senior Manager - Operations
Location:
Gurugram
Job Type:
Full-Time
Job Description:
We are seeking a highly skilled and experienced Senior Manager - Operations to oversee and manage service and repair operations while ensuring exceptional customer handling and data management. The ideal candidate will have a strong background in managing pre-maintenance schedules, customer relations, and operational workflows, combined with proficiency in MS Office and data management.
Key Responsibilities:
- Service and Repair Operations:
- Manage and oversee daily service and repair operations to ensure timely and efficient completion.
- Monitor the performance of the service teams, ensuring compliance with company policies and customer satisfaction.
- Develop strategies to improve the efficiency of repair processes and reduce turnaround times.
- Customer Handling:
- Serve as the primary point of contact for customer inquiries related to service and repair.
- Proactively reach out to customers to schedule monthly pre-maintenance services and address any concerns.
- Ensure high levels of customer satisfaction by resolving issues promptly and maintaining a professional relationship with clients.
- Pre-Maintenance Scheduling:
- Coordinate with customers to schedule and organize regular pre-maintenance services.
- Ensure that all scheduled pre-maintenance tasks are completed on time and communicated effectively to customers.
- MS Office Expertise:
- Utilize MS Office tools (Excel, Word, PowerPoint) to manage data, create reports, and develop presentations.
- Maintain and update spreadsheets for tracking operational performance, customer schedules, and service outcomes.
- Data Management:
- Collect, organize, and analyze operational data to monitor service performance and identify areas for improvement.
- Ensure accurate data entry and maintenance of customer databases and service logs.
- Generate and review reports to present insights to senior leadership for decision-making purposes.
Requirements:
- Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred).
- Proven experience in service and repair operations, with a focus on customer handling and scheduling.
- Strong knowledge of MS Office Suite (Excel, Word, PowerPoint) and the ability to manage and analyze data.
- Excellent communication and interpersonal skills to effectively engage with customers and team members.
- Ability to prioritize tasks, meet deadlines, and manage multiple responsibilities in a fast-paced environment.
- Problem-solving mindset with attention to detail and a proactive approach to customer service.
Preferred Skills:
- Experience in scheduling pre-maintenance services and managing customer interactions.
- Strong analytical skills to handle data and generate reports that contribute to operational efficiency.
- Ability to lead and motivate teams to achieve performance targets.
- Knowledge of CRM systems or service management software is an added advantage.