Role Summary:
Responsible for overall operational leadership, system development, client governance, escalation management, revenue enablement, and vendor ecosystem expansion. Drives execution efficiency by building structured systems and supervising operational and financial workflows handled by the team.
Core Key Responsibility Areas (KRAs):
· Design, implement, and optimize operational systems and workflows used by the team to improve execution efficiency.
· Provide leadership oversight and supervision to Madhu and Anjali, ensuring role clarity, accountability, and performance alignment.
· Act as the primary escalation owner for client concerns, ensuring timely resolution and stakeholder satisfaction.
· Serve as the senior Point of Contact (POC) for urgent client matters where resolution or direction is required.
· Manage end-to-end client communication related to payments, purchase orders, and commercial follow-ups.
· Drive revenue growth by identifying additional opportunities such as R&M activities and new project launches.
· Develop and align regional vendors across states for Fire Alarm Systems and Public Address Systems support.
· Strengthen vendor relationships and ensure operational readiness for multi-location execution.
· Provide decisive operational support and strategic guidance to internal team members when complex scenarios arise.
· Ensure process governance, documentation discipline, and scalable operational structure across the department.
Key Performance Indicators (KPIs):
· Reduction in client escalations through proactive governance and structured systems.
· Team performance improvement and reduction in operational dependency risks.
· Turnaround time for escalation resolution and urgent client responses.
· Payment follow-up effectiveness and PO closure cycle time.
· Revenue growth through additional business opportunities (R&M or new deployments).
· Vendor network expansion and readiness across multiple regions.
· Operational process efficiency and reduction in manual errors.
· Client satisfaction through consistent communication and resolution ownership.
· System adoption and workflow efficiency across team operations.
Pay: ₹30,000.00 - ₹45,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
