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Manager – Operations

Job Description
1. Designation/ Position Name : Manager – Operations
2. Total Years of Experience : 01 year to 02 years in SaaS &/or ERP Sales & Operations with SaaS / App Sales Industry
3. Job Location : Pune & PCMC

Role Overview

Duties & Responsibilities :

  • Manage a team of talented individuals from field operations
  • Drive process Improvement by working closely with internal & external stakeholders. (Internal Team for efficient Operations and Client handling for better Customer Service)
  • Help implement new tools and technology to bring efficiency and Customer experience
  • Build a team of right set of individuals to match expected level of Customer satisfaction
  • Streamline automated and Customer communications by putting the right audit mechanisms in place
  • Keep a check on productivity and quality by putting the KPIs in place
  • Create right team structure, handover criteria and performance improvement processes
  • Put right training, induction and people development program for the team
  • Have a framework for Client Servicing and take measures to improve in all necessary domains
  • Drive a Customer centric culture in the organization in daily operations
  • Build process driven operations to streamline Customer Satisfaction and efficient utilization of resources
  • Build Training Time-tables and Training Modules for Security Guards and Security Personnel at Site for efficient use of the “Society Now” Application
  • Work on expanding Client base with existing customers by References etc.
  • Client Interaction & Client Management
  • Devise & implement concrete measures for relationship building with the existing & potential Customers, and enhancing & maintaining the Customers Satisfaction & Customers Delight by Customer Experience
  • Periodical visits & regular calls to the existing, old & potential Customers to understand their pulse & experience
  • Be a spokesperson with the new & existing Customers / Clients for their grievances, remedial measures & expectations
  • Timely co-ordination with Sales & internal Operations team for Customer’s requirement & ensuring its timely fulfilment
  • Ensure adherence of Operation process (SOP), SSI (Std. service Index); inventory level
  • Actively organize & participate in communities / societies meetings, product promotions campaigns, Business Group Meets, & Trade Exhibitions. Conduct periodical product demonstration to multiple decision makers / stakeholders of the Communities & Societies Management
  • To ensure the workload for the team is evenly distributed and all open actions items are tracked to completion on a daily basis.
  • Develop, implement & track performance metrics for his/her operations team to ensure targets are hit
  • Tracking team attendance, associated Training/Coaching & Mentoring, Resource allocation for tasks/ projects
  • To report on the operational performance of the team on a fortnightly and quarterly basis to the Regional Head – Operations
  • To manage the recruitment process, ongoing training of the team, performance and development discussions
  • Handle all assigned Escalations/Complaints
  • Identify potential areas for process improvements and highlight them to the Regional Head – Operations
Skills Required
Relevant Experience:
Worked or working in the capacity of Manager or Assistant Manager in SaaS &/or ERP Sales & Operations for 06 months to 02 years, with the ‘Community Management/Gated Society Premises Management SaaS / Apps & ERPs’ Industry.
Functional / Technical Skills:

  • Hands-on experience with Community Management / Gated Society Premises Management SaaS & ERPs is desirable & preferable
  • Experience of working in a Start-up culture is desirable but not mandatory
  • Proven experience in managing the full operation & field services cycle including deal closing & demonstrated sales success
  • Hands-on exposure in formulation of Training Time-tables and Training Modules for Security Guards and Security Personnel at Site for efficient use of the SaaS /App
  • Capable of meticulously managing process driven operations and improve with the help of technology and system tools.
  • Experience in full sales cycle including deal closing & demonstrated sales success
  • Product Knowledge – Should be well versed with the entire product suit to conduct a face to face presentation & demo sessions
  • Excellent working knowledge on any CRM system
  • Very apt in report generation & database creation
  • Thorough knowledge about the ‘market within the industry vertical’ in & outside Pune
  • Ability to identify opportunity points and potential Clients for enhancing business operations efficiency
  • Good exposure in team creation, team-building, team management, resource allocation, performance management and handling all kinds of escalations
  • Hands-on exposure to QMS & ISO Quality Standards is desirable but not mandatory

Soft / Other Skills

  • Excellent Verbal & Written Communication Skills in English, Hindi & Marathi
  • Great passion towards working in a fast-paced Start-up culture
  • Excellent leadership quality with ability to build, grow cohesive & motivated teams through results and oriented accountability and clarity.
  • Excellent Interpersonal Skills
  • Excellent Telephony Skills
  • Excellent Presentation Skills
  • Excellent Networking Skills
  • Excellent Persuasion & Convincing Skills
  • Sound Listening Skills
  • Ability to use good judgment and logical reasoning
  • Ability to make sound decisions
  • Sound proficiency in MS office (Word, Excel & Power Point)
  • Mobile App and Computer savvy with flair for digital platforms
  • Adaptability to work in a matrix / cross-functional work culture
  • Exhibiting Tenacity, Resilience & Go-getter Attitude
  • Driven by business ethics & integrity
  • Adaptability for Changes regarding nature of tasks, work schedule, work location, work model & team alignment
  • Good flair for travelling, & quite comfortable in meeting & speaking to new acquaintances everyday
  • Demonstrating great deal of Self-confidence & Assertiveness
  • Good Problem-Solver & Trouble-shooter
  • Ability to work independently, & delegate the team members
Other Information:
1. Nature of assignment requires travelling within the City (Up-to 60% of the daily working hours) for discharging roles & responsibilities
2. Weekly-Off slated on Wednesdays only for the Business Development & Sales teams
3. Nature of assignments shall call for exercising one’s flexibility for stretching beyond the normal working hours as and when required
4. Six days working per week with 9:30 am – 6:30 pm format.
5. No provision for WFH or Remote Working Mode.
6. Candidates currently residing in Pune / PCMC shall be preferred
7. Male candidates shall be preferred
8. Joining Period: Max. up-to 21 Days from the Date of Offer
9. Remuneration & Other Benefits: Salary shall commensurate with quality & length of experience. Paid Leaves, Sales & Performance Incentives, Monthly Reimbursements for Two-Wheeler Fuel Expenses, Mobile Phone Expenses, Paid Sick Leaves, Retiral Benefits, Annual Performance Appraisal for Confirmed Employees etc.
MBA or PGDBM in Marketing / Sales & Operations Management from Accredited College or Institution

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