Field Operations Manager - Customer Care

Manager Field Ops., Customer Care

Responsibilities & Key Deliverables

Monitor & Improve Customer Experience parameters across the region - VoC, CSI, NPS. 

Drive business across markets to improve Vehicle Retention, Spares & Accessories business Sale, Lubricants and other value added services / products.

Mentor the team in the allocated region for their continuous self development and coach them on IO Processes and Systems.

Keep the Distributor leadership team motivated and updated through timely communications.Coordinate with the distributor to implement processes across touchpoints.

Coordinate with markets on Quarterly NOCs and reconciliation of claimsMonitor and drive Service Actions & Reto-fitments

Ensure availability of tools, equipment and spare parts in the market

Capability Building of distributor and dealer personnel

Capture & share market insights 

Preferred Industries

Automobile

Education Qualification

Bachelor of Engineering; Bachelor of Engineering in Automobile; Bachelor of Engineering in Mechanical

General Experience

12-15 years of Customer Care management

Critical Experience

System Generated Core Skills

Project DevelopmentCustomer SatisfactionService OrientationCustomer SensitivityRelationship ManagementDealer ManagementManpower ManagementService StrategyTerritory Coverage OptimizationChannel DevelopmentProject Planning & ExecutionRisk AnalysisBusiness Process Improvement (BPI)Contract ManagementPerformance ManagementIncentive SchemesSalesCustomer ManagementFraud ManagementTrial ManagementTool ManagementTalent AcquisitionAuditingQuality ImprovementReportingManpower PlanningTraining & DevelopmentReview Mechanism

System Generated Secondary Skills

Capability BuildingProject ManagementSales SupportWarranty Management

Experience Level

Mid Level