TM-PS Gurgaon

Goal Key Result Area Actions / Deployment

Business Growth & Sales Manage the Services Portfolio to create value for the Business Develop the Business with respect to Booked Number of Sites & Value from leads and improve Customer Referral Contribution

Create and drive awareness of the various services on ground by BTL activations to drive business.

Analyse Average Site Value , Average Paintable Area, Interior / Exterior Site Ratio to create action plans for improvement

Liaison with the ASM for sales level initiatives. Ensure local lead generation - 35%

Service Delivery Create exceptional Consumer Experience - end to end painting service

Painter experience Site Evaluation Audit of prepainting & WIP sites - 30% of booked sites. Regular Site Audit reporting shall be shared with action plan thereon for team to take it forward and report shared by 5th every month.

Track, monitor and enhance the NPS Scores for the geography by creating awareness across all stakeholders.

Ensure SOPs & policies are adhered by the team across the unit & sites

Own the end-to-end responsibility of driving the painting services portfolio in the unit. WIP sites audits - 20 no per month per CSO for single unit

Complaint Management Manage the Complaints team to ensure customer complaints are investigated and addressed timely. Assist HO & helpline to collate the observations regularly Daily tracking of all complaints and ensure resolution within defined SLAs

Visit the complaint site - Monthly consolidated analysis of Complaints, Action taken report and reporting to ASM

Asset Management Tools, Implements & Paint Material Management Maintain an inventory of all assets - Tools, Implements , Painting Material

Cleaning Kit /Plastic rolls : Ensure the Cleaning Solution, Plastic films, are used on all sites

Safety Gears: Ensure that safety gears purchased by unit are used on all exterior sites and be part of audit & decide re-order level.

Sanders, Rollers & VC: Ensure all Equipments are regularly in workable condition, monthly reporting of condition

Mosituremeter, Distance meters: Checking regularly usage as per norms and reporting for deviations

To ensure Paint Material delivery as per norms at Customer Sites

Training Development of Painters & TEAM Training monitoring for painters/team etc - monthly Database updating and to update Modules wherever relevant, evolve the Training Tracker making it more updated and incorporating audit findings to review training status by 5th every month

Imeplement newer modules whenever shared by Training team

Liaision with Service Provider Painter Cells & Dealer Management Recruitment & enrollment of the Painter Cells as per demand

Induction training and evaluation of the Painter Cells

Performance Review on monthly/ quarterly basis of each Painter Cells

Team Management Recruitment, Training & Reporting Recruitment of Team & alignment with the Services roadmap to ensure adherence to business plans

Manage and grow the talent within the team by driving people management initiatives along with performance review on monthly/quarterly basis

All training agenda needs to be administered to the unit in time and the effectiveness/ implementation, tracked and reported