Reporting To: Head of Operations / Senior Operations Leadership
Employment Type: Full time
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.
Key Responsibilities
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.
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 grievance