Job Description

Job Title: Regional Head - Acko Drive Service Centre Location: Mumbai About the Business & Role: Acko is creating an end to end car ownership and management platform under the brand Acko Drive - from purchasing a new car to maintaining an existing one - paying challans, getting car serviced and repaired, or selling an existing car. We are building a world class network of multibrand service centres across the country and aim to provide the best in class vehicle care option to car owners. The business operates on a franchisee based model, where Automobile dealers run Acko Drive franchise and operate based on highly standardized SOPs to deliver superlative customer experience. As we scale, we are looking for a Regional Head to own and drive our operations, manage franchisee relationships, deliver high levels of customer experience and drive profitability for all service centres in the region . This role requires a combination of highly analytical and data-driven approach, ability to deal with ambiguity and a positive, problem-solving mindset and the ability to handle operations at scale. RH will engage with the franchisee owners to align them with the organization goals, convince them to make required investments to ensure experience delivery & process adherence. They will work closely with multiple central teams to achieve growth, profitability and establish the ACKO brand in the region. Key Responsibilities: 1. Run Best in class Franchisee operations Create and implement efficient, tech-enabled, trackable & scalable processes & SOPs: Understand the key drivers of customer experience, and the gaps in various stages of experience delivery to design processes Use & integrate technology into operations to track every single stage and element of operations - running successful franchising business requires ability to track every element of every process Set cadences and mechanisms to ensure process adherence and standardized operations Deliver best in class NPS, TAT and productivity for units in region: Identify and address key gaps and challenges impacting improvement in key customer metrics of NPS and TAT across all units in the region Develop deep understanding of operations across units to identify and unblock bottlenecks in overall throughput and productivity across every use case Drive profitability for units by implementing initiatives across demand, supply chain and cost optimization Work with Franchisee owners to ensure execution of demand initiatives across target catchments and drive demand generation Manage the supply chain network of each city in region to ensure parts availability and margin improvement across the network Identify opportunities for cost optimization across various units and implement solutions to ensure standardized, lean & efficient operations 2. Effectively manage Franchisee owners and business partners: Build and manage business relationship with Franchisee owners/partners by striking the right balance of holding the brand standards, ensuring compliance to all processes while managing softer aspects of an amicable business relationship Convince the Franchisee owners/partners to make required investments on an ongoing basis to deliver quality experience What qualities are we looking for First principles thinker and analytical mindset Detail oriented, problem solving approach Obsession to run best in class business & operations Effective communication skills to identify & present insights and findings MBA or equivalent qualification from a Tier-1 Institution is good to have Min Work Ex of 1 year is preferred but not mandatory