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Operational Excellence Manager

3 weeks ago

Kottayam, Kerala, India beBeePerformance Full time ₹ 15,00,000 - ₹ 25,00,000
Service Operations Lead

The ideal candidate will oversee and manage service operations to ensure timely delivery of electrical and mechanical systems.

This involves portfolio management, subcontractor relationships, spare parts/stock management, and operational excellence in service delivery.

Key responsibilities include:

  • Portfolio Management
    • Overseeing service contracts and projects for efficient delivery
    • Monitoring performance metrics and implementing proactive measures to meet customer expectations
  • Service Operations Leadership
    • Leading day-to-day service operations for electrical and mechanical systems within agreed timelines
    • Minimizing breakdowns and optimizing Turnaround Time (TAT) for service requests and repairs
  • Breakdown Management & TAT Optimization
    • Managing system breakdowns through quick response times and efficient resolution
    • Analyzing performance data and improving TAT for enhanced service quality and customer satisfaction
  • Subcontractor & Vendor Management
    • Establishing and managing relationships with subcontractors and third-party vendors for service level agreements (SLAs)
    • Monitoring subcontractor performance and adherence to required standards/timelines
  • Spare Parts & Stock Management
    • Managing spare parts inventory for sufficient levels to meet service demands
    • Coordinating critical stock replenishment with the procurement team
  • MIS Reporting
    • Providing regular reports on service operations including breakdowns, TAT, inventory levels, subcontractor performance, etc.
    • Offering data-driven insights to senior management for decision-making and continuous improvement initiatives
  • Team Leadership and Communication
    • Leading technicians/engineers/service staff for operational excellence achievement
    • Fostering a culture of collaboration, communication, and continuous learning within the service team
  • Customer Relations
    • Maintaining strong relationships with customers addressing service-related issues/concerns
    • Collaborating with sales/customer service teams for customer satisfaction/retention
  • Compliance & Safety
    • Ensuring service operations comply with company policies, industry standards, and safety regulations
    • Conducting regular safety audits/training sessions for service staff