Company: Aliste Technology
Department: Operations
Designation: Operations Manager
Level: Middle Management
Reporting To: Head of Operations / Senior Operations Leadership
Employment Type: Full-Time
1. Role Purpose
The Operations Manager will be responsible for managing the end-to-end installation and grievance operations at Aliste Technology.
The role will act as a bridge between senior management and the field execution teams, ensuring that installation targets, service grievances, technician productivity, quality standards and customer commitments are achieved within defined TATs.
The Operations Manager will be expected to manage multiple teams, identify operational bottlenecks, take ownership of escalations and drive corrective actions rather than only monitoring day-to-day activities.
2. Key Responsibilities
A. Installation Operations
- Own the complete installation process from installation planning to successful commissioning of Aliste meters.
- Ensure daily and monthly installation targets are achieved.
- Plan technician allocation based on installation demand, location and priority.
- Monitor installation pendency and ageing on a daily basis.
- Ensure all scheduled installations are completed within committed TAT.
- Identify reasons for installation failures, cancellations and reschedules.
- Ensure proper coordination between Sales, CSM, Operations, Technicians and Clients.
- Ensure technicians have the required material, tools and information before visiting the site.
- Monitor installation productivity and first-time-right installation percentage.
- Ensure installation documentation and required forms are completed correctly.
- Ensure final checking is completed and properly documented wherever applicable.
B.
Grievance & Escalation Management
- Own the operational side of customer/property grievances.
- Ensure grievances are assigned to the right technician/team within defined TAT.
- Monitor all Open, Under Review, Rescheduled and Pending grievances.
- Ensure no grievance remains unnecessarily under review.
- Review ageing grievances daily and take corrective action.
- Personally intervene in critical/high-priority grievances.
- Coordinate with technicians to understand the technical issue before committing a resolution to the client.
- Ensure customers/clients receive clear updates regarding delays and resolutions.
- Track recurring complaints and identify their root causes.
- Create preventive actions for repetitive issues.
- Escalate unresolved issues to senior management with a clear RCA and proposed solution.
C. Technician & Field Team Management
- Manage and guide Team Leaders, Supervisors, Coordinators and Technicians.
- Monitor technician productivity and attendance.
- Review technician-wise installation and grievance performance.
- Identify underperforming technicians and implement corrective action plans.
- Ensure technicians follow defined SOPs and safety procedures.
- Conduct regular operational reviews with Team Leaders/Supervisors.
- Ensure technicians are properly trained on meter installation, troubleshooting and customer handling.
- Ensure technicians carry required tools and equipment before visiting the site.
- Maintain accountability for field-level execution.
D. Quality Control
- Ensure installation quality meets Aliste's defined standards.
- Monitor First-Time-Right (FTR) performance.
- Conduct regular audits of installations and grievance closures.
- Identify incorrect installations, loose connections, phase-related issues, communication issues and other recurring technical problems.
- Ensure rework and repeat visits are minimized.
- Work with the technical/product team to identify recurring meter-related issues.
- Ensure proper closure evidence is uploaded after field visits.
E. Client & Stakeholder Coordination
- Act as the operational escalation point for assigned clients/properties.
- Coordinate with CSMs regarding installation and grievance requirements.
- Participate in client calls/meetings for critical operational matters.
- Provide realistic TATs to CSMs and clients based on field capacity.
- Ensure operational commitments made to clients are tracked and fulfilled.
- Maintain solid coordination between Client, CSM, Operations and Technician teams.
F. Daily Operations Monitoring
The Operations Manager will be responsible for reviewing the following on a daily basis: