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Branch Manager

ConfidentialBengaluru / Bangalore

30+ days ago

Job description

About Atria Convergence Technologies Ltd

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in-home entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Delhi, Jaipur, Lucknow and Ahmedabad. We are one of the countrys most renowned cable and broadband company, bringing state-of the art services to nearly 2.5 million happy homes ( Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber-To-The-Home technology can carry vast amount of information at speeds up to 1 Gbps. We are currently the 3rd largest ISP In the wired broadband category, and the largest non-telco ISP in the country.

Role Name : Manager - Branch Operations

Location : Bangalore

Purpose of the Role :

Overall in-charge for a branch with regard to network operation, deployment, complaint resolution, and customer relationship management. Responsible for branch performance in accordance with company policy and procedures. Manage and develop branch personnel. Plan, implement, and manage all the required areas of responsibility to facilitate continuous improvement and personnel growth while supporting company goals, missions, and vision.

Key Responsibilities :

Build Operational Efficiency :

Complete Responsibility of monitoring and driving Operations for the branch
Design and implement strategy for expanding operational support services and network in line with sales forecast or approved expansion plans
Drive implementation of operational policies and procedures.
Monitor performance of branches and ensure high productivity levels to drive specified customer uptime
Conduct periodic audit and inspection to ensure that testing and measurement equipment are available and being utilized by the field staff as per laid down norms and procedures
Provide support to corporate customers in respective Business
Design and implement customer Relationship management strategy with a view to increase customer retention
To liaise with corporate contacts, build and develop relationships

Drive Business Results :

Responsible for timely execution of special projects / up-gradation assignments

Assume overall responsibility for supporting technical customer care as per laid down norms as well as monitoring of complaint resolutions

Monitor and track implementation of various new infra for existing network and customers

Support rollout of new platforms like GIS,FWMP,CRM, GPON etc

Review recommendations received from Branches for implementation of new projects, provide resources required and monitor implementation

Support end-to-end customer care processes and procedures with a view to increase customer retention

People Management & Development :

Own & drive organizational people processes

Successful assimilation of new hires in to the roles

Analyse training needs of operations staff and co-ordinate with Functional Training Team and HR to ensure design and implementation of training programs

Drive & adhere to employee certification norms

Upskilling the team for new projects & drive change management initiatives

Establish & monitor measures of performance of the team

Attrition management review, analyse, plan & execute control mechanisms

Man power planning, exigency planning

Overall Custodian of Organizational Culture & Values :

Compliance to safety norms & SOPs

Responsible for process compliance in the branch

Creating & upholding an engaged workforce

Responsible for driving organizational values & ways of working

Key Result Areas

This role has the responsibility of driving efficiency across the Business, providing outstanding leadership to associates and championing ACTs culture of service, respect and integrity. This role is responsible for maintaining a performance driven environment, drive operational efficiency, and apply the best practices and processes while providing outstanding customer service and supervising each branch to bring in success of this role

Desired Skills for the Role :

Should possess strong market Intelligence / Industry knowledge or experience / commercial acumen

Should demonstrate execution excellence / do it right approach

Results driven approach, high level of urgency, ability to prioritize as per business requirement

Possess Strong interpersonal abilities

Strong negotiation, communication & presentation skills

Strong situation handling & takes pride in customer service

Ability to manage the governance mechanism, focus on CSAT results

Ability to drive change, probable improvement areas in existing processes, problem solving approach

Values people development, values transparency & open communication within the team

Educational & Experience requirements :

MBA with 8 10 years of experience in operations

Should have experience of handling a team

Preference will be given to the candidates with operations background

Key Personal Attributes :

Good communication skills, reasoning and analytical ability

Must be collaborative in approach and a team player

Very good at networking, negotiations and influencing

Capability to understand the customer needs and strong business acumen

Ability to handle large teams and handle multifunctional project

Skills Required

Operations Management, Process Management, Branch Operations

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Branch Manager • Bengaluru / Bangalore