Paytm - Senior Manager - Hardware Operation - Service Centre Operations

Role Summary
The Service Centre Operations Lead is accountable for the end-to-end performance of India's hub network - spanning
quality refurbishment of Soundboxes & EDCs, optimised distribution of devices and merchandise to the field team, and disciplined reverse logistics back to the warehouse. The ideal candidate is someone who has previously managed a large network of service centers in an after-sales, consumer electronics, or fintech devices context, with stronginstincts around SLA management, cost control.

Key Responsibilities
- Service Quality & Refurbishment Standards: Define and enforce SOPs and quality benchmarks for Soundbox & EDC refurbishment across all service centres; drive TAT reduction and first-pass yield improvement.
- Multi-Centre Operations Management
- Distribution Optimisation: Ensure timely and accurate dispatch of devices and merchandise to field teams; minimise stockouts and excess inventory at hub level.
- Inventory Planning & Indent Management: Forecast device intake and refurb material requirements; raise timely indents and track consumption vs wastage to maintain optimal stock levels.
- Reverse Logistics: Ensure prompt dispatch of reverse / condemned material from service centres to the central warehouse; maintain traceability and documentation.
- Loss & Shrinkage Control: Implement controls to reduce pilferage, damage, and inventory shrinkage across the hub network; conduct periodic audits and enforce accountability.
- MIS, Reporting & Escalation Management: Own hub-level dashboards; provide weekly/monthly performance reviews to senior leadership with root cause analysis and corrective action plans.
- Hub Standardisation & Compliance: Drive uniform processes, 5S discipline, and safety compliance across all locations; lead periodic center audits.