About Job

This role calls for an individual who can own all aspects of regional fleet operations for ACKO. The role should have high drive to meet targets and should be able to handle large geographical teams effectively. Will be working closely with the function head and department head towards building a high performance team with respect to operational & customer experience metrics.

1. People Developer - 100% committed to the success of the team, actively involved in the growth of

your team members and development. You will be responsible for a positive work environment, you

will coach, teach and build a team of top talent.

2. Customer Focused - You will actively monitor operational excellence and drive performance to

manage this fragile customer experience.

3. Operational Excellence - As Regional Operations Manager, you need to understand every aspect of

your operational performance. You will be responsible for continuous improvements, aligned with

your and organisational goals.

4. Financial Steward - You are expected to understand the optimisation of resources, know the

numbers and lead overall field operations to achieve specific goals in quality, productivity, output and

costs.

Responsibilities

• Maintain up to date overview of operational progress, outstanding actions, financial workflows, manage overall metrics to monitor cost & performance.

• Build operational strategies to elevate the customer experience.

• Awareness of best practices and opportunities for improvement in field operations.

• Drive understanding and ensure adherence to field ops function and processes.

• Ensuring the availability of required resources in all the working shifts to drive field operations.

• Lead in identifying and implementing opportunities for efficient operations. This includes development, management and expansion of a high class service experience.

• Responsible for correct procedures and processes, training, improvement of resource management and developing KPI's and reporting.

• Drive operational efficiencies to maintain Service levels and expand margins of the region.

• Evaluate customer feedback and engage in customer interaction to solve root causes and increase the overall customer experience.

• Collaborate closely with stakeholders like Finance, Contact Center, and Business to ensure the expectations are properly met by the Regional field operations team.

• Drive change management to ensure efficient implementations of any new strategic change.

KPIs:

• Internal Quality metrics (SLAs %)

• Customer Experience metrics (CES, Escalations & Service Error)

• Internal team productivity metrics (Cost & Utilisation)

Skills & Qualification

• Bachelor's degree in any stream. MBA would be a plus.

• 4-8 years of frontline Operations Management.

• Strong leadership qualities to lead a large geographically spread team.

• Ability to manage conflicts and good stakeholder management skills.

• Multi-tasking capabilities and inter departmental coordination.

• A strong team sport background is a plus (showcasing the long term commitment and rigour).

• KPIs Handled: Tasks delivery Fulfilment/ Service levels, cost related KPIs, Revenue growth and Margin KPIs, project management, Process or change management

• Demonstrated ability to bring structure and rigour into organisational decision-making in a fast-paced environment.

• Strong communicator who can communicate both effectively and professionally on all levels.

• Ability to communicate in a way that encourages team members to go the extra mile and in a way that a good team environment is guaranteed.

• Experience with advanced excel skills.

• Experience in customer-focused positions, having a strong customer oriented mindset.

• Strong sense of team mentality and reliability.

• Excellent interpersonal and resource management skills.

• Strong analytic skills to review reporting from disparate data sources across a variety of operational functions to determine and resolve potential issues.

• Strong project management and organisational skills.