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Key Responsibilities

• End-to-End Process Management
• Manage the operational lifecycle of all End of Lease activities, including:
• End of Lease notifications and customer communications
• Lease extension processing
• Vehicle buyback processing
• Vehicle surrender management
• Monitor process milestones and ensure adherence to defined turnaround times (TATs).
• Establish process governance and ensure compliance with operational guidelines.
• 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.




• 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.
• Team Leadership & Resource Management
• Manage a team of dedicated process executives responsible for:
• Lease extension operations
• Buyback operations
• Vehicle surrender operations
• 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.
• Outsourced

📌 Manager - Operations (Mumbai)
🏢 Ayvens
📍 Mumbai