TM-PS Gurgaon

GoalKey Result AreaActions / DeploymentBusiness Growth & SalesManage the Services Portfolio to create value for the BusinessDevelop the Business with respect to Booked Number of Sites & Value from leads and improve Customer Referral ContributionCreate and drive awareness of the various services on ground by BTL activations to drive business.Analyse Average Site Value Average Paintable Area Interior / Exterior Site Ratio to create action plans for improvementLiaison with the ASM for sales level initiatives. Ensure local lead generation 35%Service DeliveryCreate exceptional Consumer Experience end to end painting service
Painter experienceSite Evaluation Audit of prepainting & WIP sites 30% of booked sites. Regular Site Audit reporting shall be shared with action plan thereon for team to take it forward and report shared by 5th every month.Track monitor and enhance the NPS Scores for the geography by creating awareness across all stakeholders.Ensure SOPs & policies are adhered by the team across the unit & sitesOwn the endtoend responsibility of driving the painting services portfolio in the unit. WIP sites audits 20 no per month per CSO for single unitComplaint ManagementManage the Complaints team to ensure customer complaints are investigated and addressed timely. Assist HO & helpline to collate the observations regularlyDaily tracking of all complaints and ensure resolution within defined SLAsVisit the complaint site Monthly consolidated analysis of Complaints Action taken report and reporting to ASMAsset ManagementTools Implements & Paint Material ManagementMaintain an inventory of all assets Tools Implements Painting MaterialCleaning Kit /Plastic rolls : Ensure the Cleaning Solution Plastic films are used on all sitesSafety Gears: Ensure that safety gears purchased by unit are used on all exterior sites and be part of audit & decide reorder level.Sanders Rollers & VC: Ensure all Equipments are regularly in workable condition monthly reporting of conditionMosituremeter Distance meters: Checking regularly usage as per norms and reporting for deviationsTo ensure Paint Material delivery as per norms at Customer SitesTrainingDevelopment of Painters & TEAMTraining monitoring for painters/team etc monthly Database updating and to update Modules wherever relevant evolve the Training Tracker making it more updated and incorporating audit findings to review training status by 5th every monthImeplement newer modules whenever shared by Training teamLiaision with Service ProviderPainter Cells & Dealer ManagementRecruitment & enrollment of the Painter Cells as per demandInduction training and evaluation of the Painter CellsPerformance Review on monthly/ quarterly basis of each Painter CellsTeam ManagementRecruitment Training & ReportingRecruitment of Team & alignment with the Services roadmap to ensure adherence to business plansManage and grow the talent within the team by driving people management initiativesalong with performance review on monthly/quarterly basisAll training agenda needs to be administered to the unit in time and the effectiveness/ implementation tracked and reported

Required Experience:

Manager