Manager - Operations

Overview

Manage the end-to-end operations of End of Lease activities, lead an operations team and outsourced partners, and drive process improvement for customer-facing vehicle lease operations.

What you'll do

• Manage the operational lifecycle of End of Lease activities, including end of lease notifications and customer communications, lease extension processing, vehicle buyback processing and vehicle surrender management.
• Monitor process milestones and ensure adherence to defined turnaround times (TATs).
• Establish process governance and ensure compliance with operational guidelines.
• Maintain visibility of all open transactions and process stages, and conduct daily reviews of pending cases across all workflows.
• Identify bottlenecks, implement corrective actions to minimize delays, and ensure timely case closure and adherence to service level commitments.
• Develop and maintain operational dashboards and management reports, and monitor process aging and proactively manage exceptions.
• Act as the primary operational escalation point for customer and stakeholder issues, ensuring escalations are resolved within defined timelines.
• Conduct root cause analysis for recurring issues, implement preventive actions and minimize customer complaints through proactive case management.
• Manage a team of process executives across lease extension, buyback, vehicle surrender and back-office administration and tracking operations.
• Set clear performance objectives for team members, conduct daily operational reviews and weekly performance discussions, and provide coaching and development support.
• Ensure adequate staffing and workload balancing across functions.
• Manage the performance of outsourced agencies handling customer interaction and fulfillment, including regular operational reviews with vendor partners along with the respective process owner.
• Monitor vendor KPIs including customer response times, case closure rates, TAT adherence, service quality and customer satisfaction, and drive accountability and corrective actions for service gaps.
• Evaluate operational processes continuously to reduce turnaround times, improve customer experience, enhance process quality and accuracy, increase operational efficiency and reduce manual effort and rework.
• Implement process automation and digitization opportunities where applicable, and measure and track benefits from improvement initiatives.
• Prepare and present regular operational performance reports covering open pendencies, aging analysis, SLA/TAT compliance, team productivity and vendor performance, and lead periodic business reviews with internal stakeholders and management.

What you'll need

• Post Graduate or equivalent degree in Business Administration, Operations Management, Supply Chain, Finance, or a related discipline.
• 7-10 years of experience in Operations Management, Process Management, Fleet Operations, Automotive Finance, Leasing, Customer Operations, or a related field.
• Experience managing outsourced service providers and operational teams.
• Proven track record of driving process improvements and operational excellence.
• Experience managing customer-facing operational processes with defined SLA/TAT commitments.
• Skills in team leadership, escalation management, vendor management, data analysis and reporting, customer experience management, and communication and influencing.

Nice to have

• Relevant certifications in Process Excellence, Lean, Six Sigma, or Project Management.

Details

• Location: Mumbai.