Lead - Operations Excellence

Responsibilities & Key Deliverables

Role Name: Lead - Operations Excellence

Location: Mumbai

Purpose of the Role: The Lead of Operations Excellence will take a pivotal role in ensuring a superior customer experience at our state-of-the-art public charging stations, with a primary focus on achieving industry-leading uptime and reliability.

Key Responsibilities & Deliverables:

• Operational Excellence:
• Ensure that all M&M EV charging stations across India maintain industry-leading uptime standards.
• Develop and implement real-time monitoring dashboards to facilitate quick troubleshooting and minimize downtime.
• Design and establish a call center operation to effectively manage customer queries and grievances, adhering to strict service level agreements (SLAs).
• Oversee preventive and corrective maintenance protocols to ensure timely resolutions.
• Drive process optimization initiatives aimed at enhancing safety, quality, cost-efficiency, and productivity in station management.
• Analytics & Innovation:
• Analyse charger performance metrics, such as uptime and utilisation, aiming for continuous improvement and early problem detection.
• Introduce innovative strategies and technologies, including IoT-based monitoring systems to enhance maintenance and operational procedures.
• Prepare and deliver periodic reports showcasing operational analytics and management information systems (MIS).
• Safety & Governance:
• Establish and enforce industry-leading safety standards across all charging stations.
• Ensure 100% compliance with all relevant statutory regulations and laws.
• Develop procedures to ensure that fire incidents at EV charging sites are non-existent.
• Create and implement standard operating procedures (SOPs) to guide internal teams and external partners.
• Conduct regular compliance and Environment, Safety, and Health (ESH) audits to maintain operational standards.
• Internal Processes & Cross-Functional Team Management:
• Establish internal processes for efficient invoice collection, tax compliance, and timely bill payments.
• Collaboration with finance, Charge_IN business development, and compliance teams to ensure alignment with business objectives.
• Carry out comprehensive risk assessments for operational processes in conjunction with team members.
• Update Safety Operating Procedures (SOPs) regularly to reflect best practices.
• Vendor Development:
• Identify and partner with suitable vendors for operations and maintenance.
• Provide necessary training to vendors to align operations with M&M standards.
• Team Management & Culture:
• Foster a high-performance team culture, reflecting M&M values.
• Encourage a customer-centric operating philosophy among all team members.

Experience

Experience: Candidates should possess 8-10 years of experience in operations or management roles, with a strong preference for backgrounds within the energy sector.

Preferred Industry: A focus on the energy sector is crucial, especially in positions that involve operational excellence and customer service management.

Educational Qualifications: A Bachelor’s degree in Engineering (BE/B.Tech) is required. An MBA with a focus on operations would be an advantageous addition, demonstrating a blend of technical and management skills.

Personality Traits: The ideal candidate should exhibit strong communication and leadership abilities, fostering a culture of safety and efficiency. Proficient analytical skills for data interpretation and actionable insight generation are essential. A strategic mindset, coupled with a proactive, detail-oriented approach, will be key to success in this role. The ability to collaborate effectively within teams and across departments is vital.

Industry Preferred

Industry Preferred: Candidates with experience in the Energy sector, particularly in areas relating to customer operations and service level management, are encouraged to apply. Familiarity with Electric Vehicle (EV) infrastructure is highly desirable and will enhance the candidate’s fit for this role.

Qualifications

Qualifications: A robust educational background, particularly in engineering or technology, is required, complemented by a Master’s in Business Administration (MBA) as a preferable qualification. Candidates should also possess a demonstrated history of managing operational processes, ensuring compliance with industry regulations, and fostering a culture of excellence within their teams.

General Requirements

General Requirements:

• Clear focus on results and operational success.
• Ability to work effectively in teams and across various departments.
• Strong collaboration skills for intra- and inter-departmental coordination.
• Demonstrated capability in managing cross-functional teams.
• Deep understanding of industry standards and practices.