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Job Description
- Strategize and formulate blue print execution, identification of locations for opening LAVA maintenance channels across the country with the coordination of sales & distribution team
- Setting up service benchmarking in line with competition
- Ensure partners appointment & onboarding as per blue print timelines
- Ensure bringing quality channel partners onboard and setting up of Lava Maintenance partners service network expansion efficiency
- Service partner documentation and procedural requirements
- Explain, clarify and update the field queries related to service partner network appointment from blueprint
- Ensure partners infrastructure deployment as per requirement
- Maintenance partners performance management
- Develop Performance Measurement system for maintenance field team and maintenance partners.
- Quantitative & Qualitative performance measurement
- Develop and implement automated process performance measurement system
- Implementation of statistical tools to reduce measurement errors and drive performance variation reduction
- Develop national contest for maintenance partners and team members to drive improvement in customer service experience
- Inspire sense of competition among team members by creating innovative performance measurement parameters and quarterly performance contest
- Set up regular Performance review of regional service team and follow up action plan during the review session
- Ensure smother exit of partners
- Capture VOC of partners separating (voluntary or involuntary) and take necessary action as per defined processes
- Ensure F&F must happen in time & with utmost satisfaction
Job Requirements
- Good command in data reporting and analysis
- Ability to coordinate with other departments and functions
- Ability to see process gaps and recommend changes in existing processes
- Good verbal and written communication skills
- Ability to work in team
Ideal Candidate
- Has the ability to take initiatives for field team and roll out projects
- Post Graduate from a premier business school
- Preferably working at corporate offices