Job Description

Key Responsibilities

1. Road-Side Assistance Management

Ensure the Roadside Assistance team (Backend and Ground Technicians) consistently meets agreed performance standards, adheres to SOPs, and maintains quality, SLA compliance, and cost effectiveness Onboard and manage Road-side assistance vendors to provide comprehensive PAN INDIA RSA coverage with optimized costs Make critical decisions to ensure high Customer Satisfaction (CSAT) scores Monitor and improve response times and service quality metrics
2. Escalation L1/L2/L3- Team Management

Oversee the Customer Excellence Team including Grievance, Operations Support and Escalation teams to maintain continuously improving performance levels Achieve the highest level of Customer Delight while adhering to defined Standard Operating Procedures Ensure consistent SLA achievement and implement corrective measures when needed Handle complex customer escalations and develop resolution strategies
3. Team Leadership & Development

Demonstrate effective communication skills to clearly convey ideas and expectations in both verbal and written formats Apply emotional intelligence to understand and manage own emotions while empathizing with team members Make informed and timely decisions in high-pressure situations Develop strategic plans for future growth and long-term objectives Identify operational issues and implement effective solutions Manage and resolve conflicts within the team professionally Allocate resources effectively, balancing capacity with demand to meet service commitments Create and manage team rosters to ensure optimal coverage Optimize manpower utilization and implement cost-effective solutions Forecast resource requirements based on business projections and seasonal demands
4. Data Analytics & Insights

Analyze data critically to identify patterns, trends, and improvement opportunities Develop data-driven solutions based on insights and analytics Utilize MS Office tools for reporting and presentation purposes Create comprehensive dashboards and reports for senior management
5. Process Optimization

Identify areas for improvement and implement solutions to increase efficiency and reduce costs Develop optimized processes to address identified inefficiencies Test and validate new implementations to ensure desired outcomes Drive continuous improvement initiatives across all functional areas
6. Cross-Functional Coordination

Collaborate effectively with other departments, teams, and vendors Manage stakeholder expectations and address cross-functional issues Ensure smooth delivery of services through effective coordination Facilitate communication between sales, operations, and customer service teams
7. Performance Monitoring & KRA Management

Track and analyse key metrics including service levels, turnaround times, customer satisfaction, and sales performance Provide regular feedback to team members and ensure implementation during execution Conduct regular coaching, training, and one-on-one sessions with team members Develop performance improvement plans and monitor progress Ensure team compliance with company policies, industry regulations, and quality standards Protect sensitive information by following data privacy laws and company policies Maintain audit trails and documentation for compliance purposes
Required Qualifications

Experience Requirements

Minimum 6-8 years

of overall professional experience

Minimum 2-3 years

of documented experience as an Assistant Manager Experience in customer service and sales preferred Experience in the bike rental industry is a plus
Educational Requirements

Bachelor's degree in Business Administration, Management, or related field
Core Competencies

Strong leadership and organizational skills Excellent problem-solving abilities and analytical thinking Outstanding communication and interpersonal skills Proven track record in sales management and revenue generation Ability to work in rotational shifts and adapt to changing schedules Capability to thrive in fast-paced environments with strict deadlines Advanced knowledge of Microsoft Excel, PowerPoint, and data analysis tools
Job Types: Full-time, Permanent

Pay: ₹52,000.00 - ₹57,000.00 per month

Benefits:

Health insurance Paid sick time Paid time off Provident Fund
Work Location: In person