TM-PS Gurgaon

2 weeks ago

Gurugram, India Aditya Birla Management Corporation Private Limited Full time

Job Description Goal Key Result Areas Actions / Deployment Business Growth & Sales - Manage the Services Portfolio to create value for the Business - Develop the Business with respect to Booked Number of Sites & Value from leads and improve Customer Referral Contribution - Create and drive awareness of the various services on ground by BTL activations to drive business - Analyse Average Site Value, Average Paintable Area, Interior / Exterior Site Ratio to create action plans for improvement - Liaison with the ASM for sales level initiatives - Ensure local lead generation - 35% Service Delivery - Create exceptional Consumer Experience - end to end painting service - Painter experience Site Evaluation Audit of prepainting & WIP sites - 30% of booked sites - Regular Site Audit reporting shall be shared with action plan thereon for team to take it forward and report shared by 5th every month - Track, monitor and enhance the NPS Scores for the geography by creating awareness across all stakeholders - Ensure SOPs & policies are adhered by the team across the unit & sites - Own the end-to-end responsibility of driving the painting services portfolio in the unit - WIP sites audits - 20 no per month per CSO for single unit Complaint Management - Manage the Complaints team to ensure customer complaints are investigated and addressed timely - Assist HO & helpline to collate the observations regularly - Daily tracking of all complaints and ensure resolution within defined SLAs - Visit the complaint site - Monthly consolidated analysis of Complaints, Action taken report and reporting to ASM Asset Management Tools, Implements & Paint Material Management - Maintain an inventory of all assets - Tools, Implements, Painting Material - Cleaning Kit /Plastic rolls: Ensure the Cleaning Solution, Plastic films, are used on all sites - Safety Gears: Ensure that safety gears purchased by unit are used on all exterior sites and be part of audit & decide re-order level - Sanders, Rollers & VC: Ensure all Equipments are regularly in workable condition, monthly reporting of condition - Mosituremeter, Distance meters: Checking regularly usage as per norms and reporting for deviations - Ensure Paint Material delivery as per norms at Customer Sites Training Development of Painters & TEAM - Training monitoring for painters/team etc - monthly Database updating and to update Modules wherever relevant - Evolve the Training Tracker making it more updated and incorporating audit findings to review training status by 5th every month - Implement newer modules whenever shared by Training team Liaison with Service Provider Painter Cells & Dealer Management - Recruitment & enrollment of the Painter Cells as per demand - Induction training and evaluation of the Painter Cells - Performance Review on monthly/quarterly basis of each Painter Cells Team Management - Recruitment of Team & alignment with the Services roadmap to ensure adherence to business plans - Manage and grow the talent within the team by driving people management initiatives along with performance review on monthly/quarterly basis - All training agenda needs to be administered to the unit in time and the effectiveness/ implementation, tracked and reported

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