Assistant Manager - Operations & Maintenance
Purpose/Objective
This role entails supporting operations and maintenance activities at ATEL, ensuring seamless customer service, efficient asset utilization, and compliance with regulatory standards.
Responsibilities include addressing customer concerns, facilitating vendor payments, and contributing to the optimization of operational processes.
Key Responsibilities of Role
ATEL Operations & Maintenance Team Member - O3 Operations Management: - Address customer care concerns and escalate issues to Original Equipment Manufacturers (OEMs) as necessary.
- Optimize asset utilization to ensure efficient deployment of company resources.
- Assist in customer acquisition efforts and maintain robust customer relationships.
- Conduct site verification and facilitate timely vendor payments.
- Manage payables and receivables to support overall financial operations.
- Support estate management activities to maintain operational continuity.
Maintenance Operations: - Execute the handover-takeover (HOTO) process accurately and efficiently.
- Ensure compliance with Service Level Agreements (SLAs) with OEMs to maintain high service standards.
- Uphold site hygiene and regulatory compliance standards.
- Participate in governance meetings with vendors to oversee contractual obligations and service delivery.
- Process Discom payments in a timely manner to ensure uninterrupted electricity supply.
- Address and resolve customer complaints promptly to maintain high levels of customer satisfaction.
- Implement preventive maintenance protocols to minimize asset downtime and extend asset life cycles.
Digital Platform Management: - Manage devices and technology to ensure seamless operational functionality.
- Implement promotional schemes to attract and retain customers via the digital platform.
- Maintain and update dashboards and Management Information Systems (MIS) for operational transparency and insight.
- Support social media management initiatives to enhance customer engagement and brand visibility.
- Conduct performance analytics to optimize operational efficiency and account management.
Planning and Budgeting: - Provide operational inputs for planning and budgeting processes to align with organizational goals.
- Maintain and utilize document trackers to ensure organized and accurate record-keeping.
Customer Experience and Call Center Support: - Support the efficient operation of call centers to deliver exceptional customer service.
- Assist in developing and implementing training programs for call center staff to ensure high-quality customer interactions.
Team and Collaboration: - Collaborate effectively with the Operations Manager, Zonal Manager, and Digital Platform Manager to achieve departmental objectives.
- Contribute to fostering a culture of growth, development, and high performance within the team.
KEY STAKEHOLDERS Internal Stakeholders: - Projects Team - TechnoCommercial Team - BD Team - Technical Services Team - Finance Team - IT Team External Stakeholders: - DISCOMS - Regional partners - Channel partners - Vendors
Technical Competencies
Customer Acquisition Management - ATGL,Customer Complaint Resolution - ATGL,Financial Control - ATGL,Handover-Takeover Process Management - ATGL,Maintenance and Preventive Maintenance Coordination - ATGL,Operations Management - ATGL,Regulatory Compliance - ATGL,Resource Utilization - ATGL,Service Level Agreement (SLA) Management - ATGL
Qualifications and Experience
Educational Qualification: Bachelor's degree in Business, Finance, Engineering, or a related field; advanced degree (MBA or equivalent) preferred.
Work Experience: 3+ years of experience in strategic planning, procurement, and commercial management, demonstrating leadership capabilities.
Preferred Industry: Experience in Charge Point Operator (CPO) industry, Utilities, Petroleum, technology, or related sectors, with a focus on procurement and commercial strategy.
