Manager - Operations at Ayvens in Mumbai

Job description

At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. Key Responsibilities 1. End-to-End Process Management · Manage the operational lifecycle of all End of Lease activities, including: o End of Lease notifications and customer communications o Lease extension processing o Vehicle buyback processing o Vehicle surrender management · Monitor process milestones and ensure adherence to defined turnaround times (TATs). · Establish process governance and ensure compliance with operational guidelines. 2. Performance Monitoring & Pendency Management · Maintain complete visibility of all open transactions and process stages. · Conduct daily reviews of pending cases across all workflows. · Identify bottlenecks and implement corrective actions to minimize delays. · Ensure timely closure of cases and adherence to service level commitments. · Develop and maintain operational dashboards and management reports. · Monitor process aging and proactively manage exceptions. 3. Escalation Management · Act as the primary operational escalation point for customer and stakeholder issues. · Ensure escalations are investigated and resolved within defined timelines. · Conduct root cause analysis for recurring issues and implement preventive actions. · Minimize customer complaints through proactive case management. 4. Team Leadership & Resource Management · Manage a team of dedicated process executives responsible for: o Lease extension operations o Buyback operations o Vehicle surrender operations o Back-office administration and tracking · Set clear performance objectives for team members. · Conduct daily operational reviews and weekly performance discussions. · Monitor individual productivity, quality, accuracy, and backlog management. · Provide coaching, guidance, and development support to team members. · Ensure adequate staffing and workload balancing across functions. 5. Outsourced Partner Governance · Manage the performance of outsourced agencies handling customer interaction and fulfillment activities. · Conduct regular operational reviews with vendor partners along with respective process owner. · Monitor key performance indicators including: o Customer response times o Case closure rates o TAT adherence o Service quality o Customer satisfaction · Ensure vendor compliance with agreed service standards and contractual obligations. · Drive accountability and corrective actions for service gaps. 6. Process Improvement & Customer Experience Enhancement · Continuously evaluate operational processes to identify improvement opportunities. · Drive initiatives to: o Reduce turnaround times o Improve customer experience o Enhance process quality and accuracy o Increase operational efficiency o Reduce manual effort and rework · Implement process automation and digitization opportunities where applicable. · Measure and track benefits from improvement initiatives. 7. Reporting & Governance · Prepare and present regular operational performance reports. · Track and report key metrics including: o Open pendencies o Aging analysis o SLA/TAT compliance o Team productivity o Vendor performance · Lead periodic business reviews with internal stakeholders and management. Education: Post Graduate or equivalent degree in Business Administration, Operations Management, Supply Chain, Finance, or related discipline. Relevant certifications in Process Excellence, Lean, Six Sigma, or Project Management would be an advantage. Experience: 7-10 years of experience in Operations Management, Process Management, Fleet Operations, Automotive Finance, Leasing, Customer Operations, or a related field. Experience managing outsourced service providers and operational teams. Proven track record of driving process improvements and operational excellence. Experience managing customer-facing operational processes with defined SLA/TAT commitments. Skills: Team Leadership Escalation