Vice President - Service Delivery

Job Purpose:

You will be responsible to drive service delivery of At Home and digital division operations for home appliances and digital devices ensuring WOW experience to our customers. Improvising the processes and resolving the issues to make sure that service is delivered efficiently and on time.

Roles and Responsibilities:

Service Delivery

• Creating and continuously evolving the Home appliances and digital devices (Laptop/mobile/tablets) repair strategy to maximize customer delight and value add to the organization
• Screening, selection and appointment of Service partners across India for home appliances and digital devices.
• Monitoring and driving the performance of Service centres as per agreed SLAs.
• Drive cost optimization in repair operations to industry best in class levels
• Drive Service KPIs :

-NPS

-Repair TAT

-SDR (Same day repair )

-Parts per repair

-Repair quality

-Reconciliation of defective spare parts

• Drive continuous improvement initiatives to improve service, reduce costs and streamline processes to overcome challenges and reduce customer escalations.
• Stay abreast with technological advancements, and best practices in after-sales service management.
• Planning and managing budgets to ensure the assigned resources are utilized effectively and costs are kept within budget
• Delivering WOW customer service by overseeing repair operations and coordinating the efforts of different teams to ensure that services are delivered efficiently and timely manner
• Building and maintaining high performing team by fostering positive work environment

Desired candidate profile:

• 15+ years of experience in Service operations
• Should have handled home appliances and digital devices service operations
• Strong analytical and interpersonal skills
• Excellent written and oral communication skills
• Should be able to identify root cause of problems, think laterally and offer solutions
• Should have good decision making skills