Center Lead- Citizen Centric Program (Mumbai) 1

Purpose

This role is accountable for the successful management, execution and performance of a customer program throughout the contract lifecycle. The key objectives of this role are customer satisfaction, financial performance and operational compliance that meets or exceeds contractual service-level agreements

Key Missions

Experience:

• Minimum 5 years of experience and atleast 3 years of experience in Customer Relationship Management/ Aadhar Projects/ Team Lead/ Project Manager/ Public Service Delivery Projects
• Experience of Working on a Government Project will be added advantage. Experience in Aadhaar Project will be preferred.
• The candidate should have experience in Team Handling.
• The candidates should have strong interpersonal skills and ability to work in a multi-disciplinary team.
• Having experience of multi- stakeholder management will be an added advantage.

Skills Set:

• Microsoft Excel, Word, Power point etc.
• Basic Understanding of IT Hardware & Networking
• Proficient writing and spoken skills in English and local language.
• Operations and project execution background

Job Description:

• The candidate will be the overall In-charge of Aadhaar Seva Kendra and working as Center Operations Manager.
• Centre Operation Handling. Ensure Aadhaar related services to the resident in an efficient manner.
• Manage the administrative and operational activities of the respective Aadhaar Seva Kendra.
• The working hours of the Center Lead: 7 days Operational center ( 1 day week off )
• The candidate will be responsible for overall P&L Management of the Center and to generate revenue.
• The candidate will be responsible for Quality & Process Control of the Center.
• Pursue opportunities to promote the Aadhaar Seva Kendra in the city and the state to facilitate the residents and UIDAI.
• Crowd management, Token Management and Queue Management in inside and outside ASK Center.
• Handle grievances with special emphasis on resolving resident issues related to Appointment booking, Aadhaar enrolment/update process and other Aadhaar related services which comes under the domain of ASK (Aadhaar Seva Kendra).
• Ensure all SLA metrics are met as per agreed SLA norms
• Liaison with different Govt. department & Authorities across the city to generate more revenue through Aadhaar Camps.
• Coordination with internal department & stake holders.
• MIS reporting, Cash Management, Expense Management, Stock Management, Grievance Handling, Training to operators
• Time Management and Per Kit (Machine / operator) Productivity Management is one of the key role.
• Monitor attrition and ensure timely replacement of resources at Center.
• Any other related task as may be required from time to time.

Profile & Other Information