Area Manager

About Us
ACKO is India’s first and only fully-digital Insurtech (product) company to have taken insurance by storm. You might have seen our cool ads or are already a customer and we hope you have noticed how we are rewriting the rules of the insurance game constantly and persistently.
Based out of Bangalore, we are solving for the Indian market. But we are a part of a global wave of insurtech startups such as ZhongAn in China , Oscar, Lemonade, Metromile in the US, that are known to succeed owing to their business models and technology.
We are a unicorn backed by a slate of marquee investors like Binny Bansal, Amazon, Ascent capital, Accel, SAIF, Catamaran, General Atlantic and Multiples. In only four years since our inception and operations, our products have reached ~75M unique users. We have partnered with some of the biggest names of the digital ecosystem such as Amazon, Ola, RedBus, Oyo, Lendingkart, ZestMoney, GOMMT group etc.
At ACKO, job roles are focused at impact and we’re here to transform the way the industry operates. Innovation drives us and our products, and we are poised to disrupt insurance, powered by our pioneering products. We have changed the landscape of this age old sector in a growing economy like India and have miles to go from here.
After having crossed the $1B valuation mark, our eyes set on even bigger milestones. If you think we’re just about growth and numbers, employee wellbeing lies at the core of all our programs and policies. We are a regular ‘Great Place to Work’ winner and consistently feature on Linkedin’s list of top startups. Currently 1000 strong, we are hiring across all functions.

AArea Manager would be responsible for driving Franchisee success by driving profitability & productivity in operations of service centers, enforcing all key aspects of business right from setting up of the unit to ensuring SOP adherence, training adherence, process audits etc. The incumbent would also be responsible for explaining process gaps, business improvement opportunities to Franchisee owners by having regular in-depth conversations with them
Key Responsibilities:

• Execute strategy and roadmap for After Sales / Service operations.
• Responsible for building strategy for increasing the service market share for the business.
• Responsible for developing roadmap for workshop loading, achieving defined targets by number of job orders and service volumes.
  
• Ensure that COCO/Franchise partners are prompt, polite and efficient connect with potential and existing customers
• Obtains market information on competitive dealer service, and current market conditions including service promotions etc.
• Develop innovative customer retention initiatives to achieve high customer satisfaction
• Develop roadmap for Skill upgradation and capability building for manpower (including technicians) to keep their skills up to date through periodic technical training on new systems and components offered by the automotive manufacturers
• Drive customer satisfaction by ensuring resolution of product issues and reduction of service / repair time.
• Improve service market share by driving more traffic into the workshop through various initiatives while continuing with the existing good practices.
• Meet/exceed customer satisfaction and Net Promoter Score goals. Analyse and report on customer satisfaction levels and NPS results as well as other key metrics/business drivers.
• Ensure infra standardization while a new unit is being set up by working closely with central teams and franchisee partner
• Ensure timely launch of new units and highlight risks and delay
• Ensure proper training and readiness for all franchisee staff

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  Drive SOP adherence across all units in span
• Conduct regular process audits at the service centres to ensure retail and repair experience is up to the mark
• Understand key metrics where a centre is lacking and drive improvement by working closely with centre’s General Manager and Franchisee owner
  

• Bachelors of Technology (Full Time) Mechanical / Automobile - Engineering College among Top 100 in NIRF Ranking
• 3-5 Year After Sales (Service & Parts) Experience in Four-Wheeler Industry, handled >3 Dealer Workshop in a State for automobile OEMs
• Driving Execution - Translating strategy into action and execution
• Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer’s (stakeholders) needs or expectations
• Strong work ethic, hunger to learn, grow and excel
• Position requires a candidate with the ability to drive process improvements while motivating others to meet the challenges of an extremely customer focused, and metrics driven organization