Service Delivery Coordinator
5 days ago
you’ll be our : Service Delivery Coordinator
you’ll be based at : IBC Knowledge Park, Bangalore
you’ll be Aligned with : Lead - Vehicle Service Strategy
you’ll be A member of: Vehicle Service Strategy, Ownership Management
What will you be doing at Ather?
You keep a keen eye on Service Delivery operations with the ability to zoom in & out of how certain processes / offerings are impacting customer experience & quality of service delivered. By defining, tracking & analyzing operational performance metrics, you set optimum targets, identify improvement areas and design incentive programs to improve performance on ground.
- Create, track & analyze lead and lag metrics to measure performance.
- Deep dive into data to gather insights
- Engage with field teams to plan action basis data-driven insights
- Establish and support a sustainable review mechanism, Support preparation for reviews.
- Set up cadence for sharing of reports, analyses & insights at a national and regional level
- Prepare Newsletters & Business Bulletins for internal/external saliency of Service function, sharing of best practices and recognising achievements
- Partner Schemes & Incentive Programs - Create, drive and own incentive schemes end to end. Sustain competitiveness, excitement & freshness in incentive programs
- Drive Retail Partner satisfaction - regularly engage with RPs to understand pain points in service operations
What kind of experience & skills do you need for this role?
- Setting up performance metrics
- Data analysis, solid quantitative aptitude
- Understanding of vehicle service function
- Designing and gamifying incentive programs
Some attributes that you bring to this role?
- Ability to adopt practical approaches in designing & implementing programs
- Embrace change and show agility in adapting to dynamic business needs
- Team working - Understand perspectives, challenges and goals of different teams to work collaboratively
What should you have graduated in?
Education : BBA or B.Tech + at least 2 years industry-experience in a similar role, Automobile Service Industry experience preferred.
Work Experience : 0-2 years
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