Executive Operations Capability - Mumbai

About the Role:

• The Senior Executive - Operations Capability is responsible for driving usage of myR Portal and SCP along with myR Lite Activation. The incumbent shall also be responsible for related training and deployments.
• The person will report to the Sr. Manager - Operations Capability. The incumbent will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders. 

Job Responsibilities:

• Plan and deliver Branch Training, Customer Trainings and Demos related to myR.
• myR activation - Lite: Activation of commercial customers under myR Lite
• Conduct SPOC Refresher training periodically
• Manage the On Site Deployment and Customer Support
• Branch & NKA Support: Portal usage, Trend analysis etc
• Backend work - updating the QR codes for myR HD customers
• Trend report training and support to Branch Operations Team
• Technician training on myR & SCP updation
• Customer training to customers on myR Portal 
• Portal - Troubleshooting ,  follow up with global IT
• SOP Documentation Support - HD Client
• Portal  & Tracker Review: Helping branches to understand portal & increase portal usage
• Liasioning with NKA & Branches in order for timely completion of activities & support
• CSAT - Customer satisfaction score to be published on monthly basis
• Dashboard Maintenance: SCP active devices & usage, Portal usage
• SCP Refresher for SPOCs
• Ensuring SCP Usage & Active Devices
• Smoother launch of all new versions of SCP & SRA
• Regular refreshers for the service planners of the region & induction for the newly joined service planners
• Regular reviews with the SPs on the operations KPIs of the region
• Monitoring regional CSAT scores of rating below 3 & escalating it to BMs ensuring the proper closure of tickets at the branch level

Key Result Areas:

• myR Portal usage 
• myR Lite Activation 
• SCP USage 
• SCP Active Device 

• CSAT Score 

• Operations KPIs for the respective region
• myR Pro & HD deployments
• Open recommendations
• XR Tickets - Bounced EMail
• SRA