Service Operations Manager

Job Title: Service Operations Manager

Location: JSW Center, Department: Home Painting Service Reports to: Business Head - Services

Job Summary:

We are seeking a highly motivated and experienced professional to oversee the Sales & operations of our Home Painting Service for specific regions. This role will be responsible for managing day-to-day operations, developing and implementing Standard Operating Procedures (SOPs), driving business growth, and ensuring smooth and efficient execution of Painting Projects for individual Home Buyers.

Main Responsibilities:

1. Operations Management:

• Lead and manage day-to-day operations of the Home Painting Service
• Develop, document, and implement SOPs for painting projects, ensuring consistency, quality, and efficiency
• Continuous tracking of SOPs implemented, and reporting by the Field Team
• Monitor Project Timelines, Pricing, and Quality Standards to ensure services are delivered to clients' satisfaction and in line with company expectations
• Oversee /engage with Painters and Contractors, ensuring the process implemented is relevant and adopted by them

• Identify opportunities for business expansion and growth within the home painting services market
• Drive revenue growth by developing and implementing marketing and sales strategies tailored to the home painting services segment
• Build and execute campaigns to drive referrals
• Collaborate with the sales and marketing teams to create promotional materials and campaigns that highlight the value of the services

• Closely Monitor NPS, and ensure right actions are taken towards consistent improvement of NPS
• Implement a quality control process to monitor the quality of painting services provided, including inspections and reviews of ongoing projects
• Resolve any customer complaints or issues swiftly and professionally

• Organize training sessions for Managers and Associates to ensure that the team is well-versed in Internal Practices & SOPs, current industry best practices, new products, and safety standards
• Evaluate the performance of team members and provide constructive feedback to improve service quality

• Oversee budgeting and cost control for the department, ensuring cost-effective solutions while maintaining high-quality service
• Monitor and report on key performance indicators (KPIs) related to sales, service delivery, customer satisfaction, and profitability

• Ensure all painting services are carried out in compliance with health and safety regulations
• Educate and enforce safety protocols for the team, ensuring a safe working environment for all involved

Required Qualifications & Skills:

A Masters degree in Business Administration, Operations Management, or a related field is preferred. The ideal candidate should have a minimum of 5 years of experience in Driving Painting Service Business and operations. They must have proven experience in developing and implementing SOPs for service-based businesses.

The ideal candidate should have strong business acumen with experience driving sales, revenue, and profitability. They must have excellent leadership, communication, and interpersonal skills. Ability to manage and motivate a diverse team is essential.

The ideal candidate should also have strong problem-solving abilities with a customer-centric approach. Solid knowledge of painting techniques, tools, and materials is preferred but not mandatory. Proficiency in Microsoft Excel and Power point is required.

Benefits:

This role provides an exciting opportunity for someone with a background in service operations and business development to make a tangible impact on the company's growth and operational excellence.

A competitive salary and performance-based incentives are offered. Health and wellness benefits, company ESOP, opportunities for professional development and career advancement, and a dynamic and supportive work environment are also included.