Sr. SME Operations

Location: Pune
Experience: 1 Years
CTC: Up to 9 LPA
Working Days: 6 Days a Week
Shift: Day Shift

We are looking for a Sr. SME – Operations with hands-on experience in the luxury automotive sector. The role will be responsible for supporting daily operations driving team performance handling escalations and ensuring key service and business metrics are achieved.

The ideal candidate should have experience as a Certified Diagnostic Expert Certified Maintenance Technician or Certified System Technician preferably with a luxury automotive dealer/retail organization.

• Coordinate with the client team and advisors to ensure smooth day-to-day operations.

• Drive team performance against defined SLA CSAT productivity and adherence targets.

• Manage daily team activities and support effective workforce scheduling.

• Handle customer/client escalations and assist advisors in resolving complex concerns.

• Prepare and analyze reports dashboards and team scorecards to track performance.

• Analyze SLA misses and identify areas for operational improvement.

• Provide feedback coaching and knowledge support to advisors for effective customer resolution.

• Conduct knowledge-sharing sessions and support quality and process adherence.

• Provide regular performance updates and key deliverables to management.

• 1 years of relevant experience as a Certified Diagnostic Expert Certified Maintenance Technician or Certified System Technician.

• Hands-on experience working with luxury automobiles is required.

• Prior experience with a luxury automotive dealer/retail organization will be preferred.

• Experience with Mercedes-Benz India (MBIL) dealers will be an added advantage.

• Strong understanding of SLA/SLO CSAT productivity and operational metrics.

• Good MS Excel reporting dashboard and data-analysis skills.

• Excellent verbal and written communication skills.

• Strong customer handling problem-solving and team coordination abilities.

• Strong learning mindset with a metrics-driven and performance-focused approach.