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Key Responsibilities
1. End-to-End Process Management
· Manage the operational lifecycle of all End of Lease activities, including:
o End of Lease notifications and customer communications
o Lease extension processing
o Vehicle buyback processing
o Vehicle surrender management
· Monitor process milestones and ensure adherence to defined turnaround times (TATs).
· Establish process governance and ensure compliance with operational guidelines.
2. Performance Monitoring & Pendency Management
· Maintain complete visibility of all open transactions and process stages.
· Conduct daily reviews of pending cases across all workflows.
· Identify bottlenecks and implement corrective actions to minimize delays.
· Ensure timely closure of cases and adherence to service level commitments.
· Develop and maintain operational dashboards and management reports.
· Monitor process aging and proactively manage exceptions.
3.



Escalation Management
· Act as the primary operational escalation point for customer and stakeholder issues.
· Ensure escalations are investigated and resolved within defined timelines.
· Conduct root cause analysis for recurring issues and implement preventive actions.
· Minimize customer complaints through proactive case management.
4. Team Leadership & Resource Management
· Manage a team of dedicated process executives responsible for:
o Lease extension operations
o Buyback operations
o Vehicle surrender operations
o Back-office administration and tracking
· Set transparent performance objectives for team members.
· Conduct daily operational reviews and weekly performance discussions.
· Monitor individual productivity, quality, accuracy, and backlog management.
· Provide coaching, guidance, and development support to team members.
· Ensure adequate staffing and workload balancing across functions.
5. Outsou

📌 Manager - Operations (Mumbai)
🏢 Ayvens
📍 Mumbai