Head of Operations

Job Summary:

The Head of Operations will be responsible for overseeing all aspects of operations, ensuring seamless delivery of services, managing operational teams, and driving continuous improvements. This role requires a strategic leader with a strong background in operations management, exceptional problem-solving skills, and a deep understanding of both B2B and B2C environments. The ideal candidate will leverage technology, process optimization, and customer-centric strategies to drive operational excellence and growth. Additionally, this role will oversee the management of the workshops, ensuring efficient and safe operations.

Key Responsibilities:

Operational Strategy & Leadership:

• Develop and execute the operational strategy to support the growth of both B2B and B2C customer segments.
• Lead cross-functional teams to ensure alignment with business goals, customer satisfaction, and overall performance.
• Create and implement operational processes, policies, and systems to streamline operations and improve efficiency.

Team Management & Development:

• Build, lead, and mentor a high-performing operations team across multiple functions (field service, customer service, logistics, inventory, etc.).
• Foster a culture of continuous improvement, accountability, and innovation within the operations team.
• Implement performance metrics and KPIs to track progress and ensure operational excellence.

Customer Experience & Service Delivery:

• Oversee the end-to-end customer journey for both B2B and B2C clients, ensuring exceptional service delivery and satisfaction.
• Identify opportunities for enhancing service offerings through technology, automation, and customer-centric solutions.
• Implement feedback loops to continuously improve customer service and resolve operational issues promptly.

Process Improvement & Efficiency:

• Identify areas for operational improvement, cost reduction, and process optimization across all areas of the business.
• Collaborate with IT and product development teams to implement technology solutions that increase efficiency (e.g., scheduling, inventory management, data analysis).
• Monitor and manage operational budgets, ensuring resources are allocated efficiently and effectively.

Vendor & Partner Relations (B2B):

• Build and maintain strong relationships with key business partners, suppliers, and vendors.
• Negotiate contracts and manage vendor performance to ensure high standards of service and quality.

Performance & Reporting:

• Oversee operational reporting and analytics to track key performance indicators (KPIs) and provide actionable insights to senior leadership.
• Prepare and present regular reports on operational performance, including efficiency metrics, service delivery outcomes, and resource allocation.

Compliance & Safety:

• Ensure all operational activities comply with industry regulations, health and safety standards, and environmental policies.
• Oversee the training and development of staff on compliance matters to mitigate operational risks.

Workshop Management:

• Oversee the day-to-day operations of the workshop, ensuring that it runs efficiently, safely, and in compliance with all regulations.
• Manage workshop staff, including technicians and support personnel, ensuring they are properly trained, motivated, and equipped to deliver high-quality service.
• Implement and maintain preventive maintenance programs for equipment, tools, and workshop facilities.
• Ensure efficient workflow in the workshop, minimizing downtime and optimizing resource utilization.
• Monitor the quality of repairs and services delivered in the workshop, ensuring they meet or exceed company standards.
• Implement strategies for reducing repair turnaround time without compromising quality or safety.
• Ensure proper inventory management of tools, parts, and materials, minimizing waste and ensuring timely availability.
• Coordinate with the customer service and logistics teams to ensure smooth scheduling and on-time delivery of services.
• Conduct regular performance reviews and identify areas for improvement in workshop operations.

Qualifications:

• Master's in Business Administration, Operations Management, or a related field (MBA preferred from Tier 1 institute.
• Bachelor's of technology from tier 1 institute.
• Minimum of 10+ years of experience in operations management, with at least 4+ years in a leadership role, ideally in the automotive, service, or tech-driven industries.
• Proven experience managing both B2B and B2C operations, with a strong understanding of the unique challenges and needs of both segments.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and make data-driven decisions.
• Excellent leadership, communication, and interpersonal skills, with the ability to motivate teams and foster collaboration.
• In-depth knowledge of process optimization, project management, and change management.
• Proficiency in using technology and software platforms related to operations management (e.g., scheduling tools, CRM systems, ERP systems).
• Strong understanding of customer service best practices and the ability to improve service delivery.
• Ability to adapt quickly in a fast-paced, constantly evolving environment.
• Hands-on experience in managing automotive workshops or technical service operations is a plus.