: Business Manager - Partner Network & Customer Services

Company: Aforeserve.com Limited

Location: Delhi NCR, Noida, with PAN India travel

Reporting To: Chief Business Officer, CBO

Experience: 12-16 years

Function: Partner Network, After-Sales Service & Customer Operations

About the Role

Aforeserve.com Limited is looking for an experienced business manager to lead and strengthen its PAN India partner service network.

The role is responsible for managing 100+ authorized service partners delivering onsite and carry-in services across laptops, desktops, printers, mobile phones, and home appliances.

The business manager will own partner performance, service quality, customer and OEM SLAs, network expansion, revenue, gross margin, and operational efficiency. The role requires a strong combination of service operations, partner management, customer experience, commercial understanding, and team leadership.

Key Responsibilities 1. Partner Network Development & Governance

- Manage and strengthen a PAN India network of 100+ authorized service partners.
- Map service demand by pincode and district to identify coverage gaps.
- Recruit and onboard new partners based on business and service requirements.
- Evaluate partners on infrastructure, engineer strength, category skills, financial health, and statutory compliance.
- Manage partner agreements, rate cards, SLAs, incentive structures, and penalties.
- Conduct periodic audits and quarterly partner performance reviews.
- Monitor process compliance, ESD, spares handling, data security, and customer handling.
- Maintain partner ratings, improvement plans, and corrective actions for underperforming partners.

1. Service Delivery & Customer Experience

- Ensure service calls are allocated, attended, and closed within agreed SLAs.
- Improve first-time-fix performance and reduce repeat repairs.
- Control long-pending service calls through daily and weekly reviews.
- Manage escalations for end customers, enterprise clients, and OEM partners.
- Conduct root-cause analysis and ensure timely resolution of service issues.
- Monitor CSAT and NPS and implement corrective actions at the partner and engineer level.
- Coordinate spare availability, defective returns, and reverse logistics with the supply chain team.

1. Business, Revenue & P&L; Management

- Deliver revenue and gross-margin targets for the partner-led service business.
- Monitor and control cost per call, partner payouts, logistics, and spares costs.
- Ensure accurate and timely partner payouts.
- Support OEM onboarding, service tenders, RFPs, and business expansion.
- Help extend the partner network into new product categories.
- Track collections and DSO for client billing linked to the partner network.

1. OEM & Client Management

- Act as the service-delivery point of contact for OEM and enterprise clients.
- Conduct monthly and quarterly business reviews.
- Ensure compliance with client SLAs and service commitments.




- Maintain adherence to OEM authorization norms, training certifications, and audit requirements.
- Build strong working relationships with internal teams, service partners, and client stakeholders.

1. Team, Process & Technology

- Lead regional and zonal partner managers, service coordinators, and related operational teams.
- Set goals, review performance, and build team capability.
- Drive adoption of CRM, ticketing systems, engineering applications, and MIS dashboards.
- Standardize SOPs for call handling, onsite visits, carry-in intake, data privacy, and customer communication.
- Organize technical and soft-skill training for partner engineers.
- Improve operational visibility through structured reporting and regular performance reviews.

The role requirements above reflect the service delivery, OEM/client management, technology adoption, SOP, and team-leadership expectations defined in the source JD. Qualifications & Experience
- Graduate in Engineering or Diploma in Electronics/Computer Science.
- MBA preferred.
- 12-16 years of experience in after-sales service with an OEM, multi-brand service provider or service aggregator.
- Minimum 5 years of experience managing a multi-state ASP or franchise network.
- Experience handling a network of 50+ partners.
- Hands-on exposure to at least two of the following categories:
- Laptops, desktops, and printers
- Mobile phones
- Home appliances
- Working knowledge of CRM and ticketing systems.
- Understanding of spares management and reverse logistics.
- Experience with SLA-based contracts and partner payout processes, including GST.
- Strong Excel and MIS skills.
- Experience presenting business reviews to OEM or enterprise clients.

Key Competencies
- Partner and stakeholder management
- Data-driven operations management
- Strong problem-solving ability
- Commercial and financial understanding
- Rate negotiation and cost control
- Margin management
- Customer-focused service delivery
- Calm and structured escalation handling
- Team leadership and capability building
- Willingness to travel extensively across India

Key Performance Indicators Performance will be measured across service delivery, customer experience, partner-network performance, financial outcomes, and process adoption.

Service Delivery

- Onsite SLA achievement: at least 90% of calls
- Metro TAT: approximately 24-48 hours
- Upcountry TAT: approximately 72 hours
- Carry-in repair TAT: at least 85% within 3 working days
- First-time-fix rate: at least 80%
- Repeat repair within 30 days: 5% or below




- Calls pending for more than 7 days: 3% or below of open calls

Customer

- CSAT: approximately 4.3/5 or above
- NPS: approximately 40 or above
- Escalations: 2 or fewer per 1,000 calls
- OEM/client SLA compliance: at least 95%

Partner Network

- Maintain 100+ active partners and required pincode coverage
- New partner onboarding: within approximately 30 days
- Average partner audit score: at least 85%
- Annual partner attrition: 10% or below

Financial

- Revenue achievement: 100% of AOP
- Gross margin and cost per call: as per AOP
- DSO: within approximately 60 days
- Partner payouts: within approximately 30 days

People & Process

- Engineer certification and CRM adoption: 100% across active engineers

These KPI targets are indicative and should be calibrated against current baselines, client SLAs, and category mix. Role Levels & Indicative CTC Level 1: Business Manager - Regional

Experience: 8-12 years

Scope: One zone, approximately 30-50 partners

Indicative Annual CTC: ₹12-18 LPA

Responsible for regional partner operations, service delivery, partner performance, and customer-service outcomes within an assigned geography.

Level 2: Business Manager - PAN India

Experience: 12-16 years

Scope: 100+ partners across multiple categories

Indicative Annual CTC: ₹18-26 LPA

This is the current role and carries national responsibility for partner-network performance, service quality, customer experience, commercial outcomes, and business growth.

Level 3: Senior Business Manager / Head - Partner Network

Experience: 15+ years

Scope: Full partner-network P&L; with responsibility across multiple OEM relationships

Indicative Annual CTC: ₹26-35 LPA

This level carries broader strategic ownership of the partner network, multiple OEM relationships, P&L; performance, and national service-network development.

The three levels and indicative compensation bands are based on the original role document.

Suggested Compensation Structure For the Business Manager - PAN India role:

- Fixed Compensation: Approximately 80-85% of total CTC
- Variable Compensation: Approximately 15-20%, linked to agreed KPIs
- Travel: Reimbursed as per company policy
- Company Assets: Laptop and mobile, as applicable
- Insurance: Group medical and term insurance
- Senior-Level Advantages: Car or conveyance allowance, depending on role level and company policy

CTC bands are indicative and may vary based on experience, current compensation, market conditions, and final role scope. What Success in This Role Looks Like

Success in this role means building a reliable and scalable service-partner network that consistently meets customer and OEM expectations.

The business manager should balance service quality, partner performance, customer experience, and commercial outcomes while continuously improving network coverage, cost efficiency, and operational execution.

📌 Business Manager – Partner Network & Customer Services (Delhi)
🏢 Aforeserve.com
📍 Delhi