Branch Service Manager

7 days ago

Bengaluru, Karnataka, India Whirlpool Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role & responsibilities

  • Team Leadership and Development:

  • Lead, mentor, and manage a team of Area Service Managers (ASMs) to achieve individual and branch service targets.

  • Conduct regular performance reviews, provide feedback, and identify opportunities for professional development.

  • Branch Service Targets:

  • Develop and execute strategies to achieve branch-specific service targets, including Net Promoter Score (NPS), service quality parameters, and customer satisfaction goals.

  • Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions.

  • Service Operations Oversight:

  • Ensure seamless coordination and communication among ASMs to optimize service operations within the branch.

  • Supervise the implementation of service policies, procedures, and standards to maintain a high level of service excellence.

  • Collaboration with Stakeholders:

  • Collaborate with other departments, such as Sales and Marketing, to align service objectives with overall business goals.

  • Build strong relationships with trade partners, addressing concerns and ensuring effective collaboration.

  • Budget Management:

  • Work closely with the finance department to manage the branch service budget effectively.

  • Optimize resource allocation to ensure cost-effectiveness while meeting service targets.

  • Training and Development:

  • Develop and implement training programs for ASMs and service teams to enhance technical skills, customer service, and product knowledge.

  • Foster a culture of continuous learning and improvement within the branch.

  • Reporting and Analysis:

  • Generate regular reports on service performance, analyze data, and present insights to senior management.

  • Provide recommendations for process improvements and efficiency gains.

Preferred candidate profile

  • 8 to 15 Years of Proven Track Record as a Service Manager preferably in a Consumer Durables/Home Appliances industry
  • Karnataka territory exposure is a Must

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