Genaral Manager
Ex- TTK Prestige Limited, Currently open to work
Total years of experience :28 years, 6 Months
Heading the Pan India Service, Product Management, Call Center, Repair Center, Parts Warehouse, Spares sales
- Customer Experience: Design, Deploy processes and Infrastructure for customer delight enhancement.
- Process Control: Setting KPIs & KRAs, Service network expansion & evaluation through audits.
- Managing P/L, budget planning, allocation and overall cost control for all service processes.
- People Management: Manage team, identify & nurture talent through continuous training & coaching.
- Competence Management: Design and deploy processes for manpower skills enhancement, effective Logistics system, efficient parts Inventory, reliable Quality reports & Repair performance.
- Operational Strategy: Be in line with market dynamics to develop & enhance service strategies.
- Customer Satisfaction: Continuously monitor end customer and Trader NPS with Kaizen approach.
- Parts & WH Management: Ensure top parts availability at Warehouse & Service Channel through effective vendor management and efficient Inventory management methods at Master & Branch warehouses.
- Parts PSR: Parts prompt supply & hit rate achievement across product categories.
- Customer Touch Points: Enable effective center, Service Centers & Digital Interfaces for delightful customer experience to achieve enhanced sales.
- RMA Process: Implement an effective spare parts reverse logistics & refurbishment process.
- Repairs Quality: Drive first time fix, Repairs Quality, Defect rates reduction with reduced repeat repairs.
- Product Life Cycle: Work with Product Development for pre-launch Product proto testing, Go Live readiness, Early Failure detection and continuous feedback to ensure product reliability and customer satisfaction.
- Drive cost efficiency: Re invent methods and implement new process to achieve OPEX & CAPEX targets.
Heading the Pan India Service, Product Management & Process Improvement for India & SEAP region.
- Service Operations: Service Delivery management through direct and indirect channels.
- Process management: End to end process improvement of all verticals including Sales, Logistics, New Product Introduction by re-defining SOPs.
- Operational Strategy: Study Market demand and expansion service touch points including call center.
- Customer Satisfaction: Continuously track the end customer and Trader Satisfaction levels.
- Parts Management: Ensure top parts availability at Warehouse, Service Channel to achieve effective service delivery with cost efficient Inventory management.
- Call center & Helpdesk management for effective customer support and customer retention.
- Drive cost efficiency: Monitor, review and control OPEX & CAPEX for the service operation.
Heading the Pan India Service Operations & Product Management for Karbonn & Panasonic Mobile phones.
- Service Operations: Service Delivery management through direct and indirect touchpoints.
-Customer Satisfaction: Continuously monitor the end customer Satisfaction levels.
-People Management: Motivate team members through Training, coaching.
-Process management: Skill enhancement of manpower, Parts Management system, Quality reports, Repair performance monitoring, reverse logistics and advanced L4 repairs.
-Parts Management: Ensure top parts availability at Warehouse & Service Channel.
-Repairs Quality: Drive first time fix, Repairs Quality, Defect rates reduction and reduced bounce rates.
-Call center & Helpdesk management for effective customer support.
Service Operations
-Service Delivery management through direct & indirect channel for an efficient and improved network.
-Innovating & implementing systems to achieve service KPIs of response time, Repair TAT, NPS, Trader CSAT, Open job days & prevention of repeat defects.
-Driving service business as a profit center through AMC Sales, System Integration, Infra structure Facility management services by adding new accounts.
-Monitoring, review and control OPEX & CAPEX to keep overall service cost under set business plan.
-Deploy advanced refurbishment process to optimize warranty cost and enhance repair speed.
-Working with local Management and coordinating with Global Service HQ on new strategies, policies and practices.
-Expanding Service channel as per sales plan & execute process to ensure services rendered conform to company policy and standards.
-Resolving customer escalations, reviewing root cause & taking corrective action through PDCA approach.
-Proactively monitor & maintain optimum inventory level and distribution of spare parts.
-Enhance CRM system for efficient uptime and functional upgrade as per market needs.
-Improve service channel staff’s technical & customer handling skills through continuous education.
Product and Project Management
-Product lifecycle management member for product development & delivery.
-Market research for competitor USP, customer preferences, innovation to develop futuristic products.
-Product road map/ line up preparation.
-Monthly category profit and loss analysis.
-Business planning for next year.
-Part development through vendors.
-Quality Improvement.
- Design changes and negotiations with vendors for cost reduction & Field failure reduction.
-Production support for Quality Control and Quality Assurance.
Heading the Service operations for the mobile phone trading division with major responsibilities of
-Direct Service Operation: Developing guidelines and strengthening existing service network.
-OEM Management: Develop synergies with OEM to improve first time fix and service delivery.
-Revenue Generation: Roll out customer retention plans through extended warranty schemes.
-Process management: Developing new IT solutions for effective extended warranty billing & customer database management.
Heading the Customer Support for HTC smart phones for Pan India with major responsibilities of
-Service Franchise Operation: Redefining process & developing policies & guidelines for service network improvement.
-Customer lifecycle management: Managing all legal and normal escalations and improved retention. Conduct customer audit checks for service process improvement and interacting with call center for better service delivery.
-Strategy implementation & Improvement: Drive first time fix and Quality of repairs. Analyze fault rates and take corrective actions to reduce faults.
-Pre & Post sales readiness: Service readiness in line with sales plan.
-Service Vendor Management: Driving the service vendors to meet service guidelines and improve Customer experience.
Heading the Customer Support vertical of Service Lifecycle management & competence development with major responsibilities of
-Service Capability Readiness: Defining service process, policies and ensuring capability readiness for front end and back end service operations.
-Service Projects: Deploy service specific projects to reduce field failure rates and improve customer retention.
-Competence Improvement: Understand needs and deploy process & programs to improve the field repairs and advance back end repairs.
-Strategy implementation & Improvement: Analyze fault rates and provide timely information to local and global product teams through the quality feedback process.
-IT based solutions improvement: Develop IT solutions for an efficient Service CRM system for improved service delivery.
Heading the Customer Support vertical of Training & Technical Support delivery with major responsibilities of
-Competence Development: Provide Training and Technical support for Consumer Electronic products.
-Service Capability Readiness: Defining service process, policies and ensuring capability readiness for front end service operations.
-Product Service costs: Budgeting and service cost control.
-Advance Repair system: To set up master advance repair facility for reduce warranty cost and improve repair delivery.
-Product Quality Improvement: Analyze fault rates and provide timely information to global development teams through the quality feedback process.
-IT solutions improvement: Develop IT solutions for an efficient Service CRM system for improved service delivery.
Responsible for the Product Support of the Consumer Electronics and Mobile Phone service vertical with major responsibilities of
-Service Capability Readiness: Defining service process, policies and ensuring capability readiness for front end service operations and back end parts readiness.
-Advance Repair system: To set up master advance repair facility for all products.
-Repair Analysis & Corrective action: Analyze repair information and provide Quality feedback to development teams through the quality feedback process.
-Product Creation cross functional member: Liaise with local & global product managers for product improvement.
-Competence Development: GSM mobile competence development from start.
Responsible for the Service operation and for the Karnataka and Tamilnadu states with major responsibilities of
-Service Operations Management: Manage & deliver service operations through company authorized service franchisee.
-Revenue Generation: Enhance sales of product Extended & Annual maintenance contracts.
-Improve Service KPIs: Improve repair TAT, parts MSL, reduce repeat rates.
-CSAT scores: Deliver processes and adhere to service norms to improve CSAT scores of end customers and Trade partners.
-Competence Development: Conduct Technical training to build competence of service staff.
Responsible for the Quality Assurance of the production line and finished products with major responsibilities of
-Controlling rejections: To achieve 100ppm level of rejection on production floor.
-Pre delivery & Post sales Quality assurance: Deploy test methods & tools to achieve better inward and outward Quality control.
-Fast feedback member: Timely information to R&D team on product quality and design flaws.