The Manager - CC AMC Operations is responsible for overseeing both AMC Sales and AMC Delivery to drive revenue generation in the AMC and Spares business. This role ensures the achievement of Gross Margin from AMC and SOS (Sale of Spares) business, effective cash flow management, and customer satisfaction metrics. The Manager is also accountable for AMC retention, and ensuring operational excellence across all customer service activities.
Key Responsibilities
Drive revenue generation from AMC (Annual Maintenance Contracts) and Spares (SOS) business, focusing on achieving the set Gross Margin and cash flow objectives.
Ensure achievement of Net Promoter Score (NPS) and Response Time (RT) goals, maintaining high levels of customer satisfaction.
Oversee CRM Resolution Time (TAT) and ensure timely resolution of all customer calls and issues, aiming for zero delays.
Drive AMC retention, growth in AMC Total Revenue (TR), and conversion from Guarantee to AMC.
Ensure operational excellence by aligning resources and processes to meet or exceed service level agreements (SLAs).
Manage cash flow by ensuring timely payment collections, maintaining outstanding balances within the specified limits.
Collaborate with cross-functional teams to optimize AMC execution and imp
brove service delivery efficiency.
Identify opportunities for business growth in AMC and Spares, developing strategies to capture recent markets and customers.
Implement initiatives to retain and grow the customer base through improved service quality and customer engagement.
Regularly track and report on key performance indicators (KPIs) related to AMC operations, providing insights and recommendations to senior management.
Mentor and guide the AMC team to enhance skills, knowledge, and performance, ensuring alignment with