Zonal Head

Job description

Job Description Zonal Head – Operations About the Role: We are looking for an experienced and result-oriented **Zonal Head – Operations** to lead and manage operations across the assigned zone. The role will be responsible for driving operational excellence, revenue growth, customer satisfaction, workshop performance, and overall business profitability across multiple locations. The ideal candidate should have strong experience in **automotive after-sales/service operations**, team leadership, network management, and performance monitoring. Key Responsibilities - Lead and manage end-to-end operations across the assigned zone. - Drive **revenue, profitability, productivity, and operational efficiency** across workshops. - Manage and mentor **Regional/Area Managers, Service Managers, and workshop teams**. - Monitor key operational metrics such as **TAT, productivity, capacity utilization, CSAT, repeat percentage, conversion, and workshop profitability**. - Ensure smooth coordination between workshops, customers, central teams, and other stakeholders. - Identify operational gaps and implement corrective and preventive action plans. - Drive workshop performance through regular reviews, performance tracking, and data-driven decision-making. - Ensure adherence to **SOPs, quality standards, compliance, and process guidelines** across all locations. - Optimize manpower, workshop capacity, resources, and inventory to improve operational efficiency. - Handle critical customer escalations and ensure timely resolution. - Work closely with **Sales, Network, Customer Experience, Finance, HR, and Supply Chain** teams to achieve business objectives. - Identify opportunities for business expansion and improve the performance of underperforming locations. - Conduct regular field visits and operational audits to ensure process compliance and service quality. - Prepare and present **weekly/monthly business performance reports** to senior leadership. - Build a high-performance culture and ensure effective training, coaching, and development of teams. Key Performance Indicators (KPIs) - Zone Revenue & Profitability - Workshop Productivity & Capacity Utilization - Customer Satisfaction (CSAT) - Turnaround Time (TAT) - Repeat Customer Percentage - Conversion Rate - Workshop Quality & Compliance - Manpower Productivity - Cost Optimization - Customer Escalation Resolution - Network Performance & Growth Candidate Profile - **4–8 years of experience** in operations, preferably in the **automotive aftermarket, automobile service, dealership, or multi-location service industry**. - Strong experience in managing **large teams and multiple locations**. - Excellent understanding of automotive service/workshop operations. - Strong analytical and problem-solving skills. - Demonstrated experience in achieving **revenue and operational targets**. - Excellent leadership, communication, and stakeholder-management skills. - Willingness to travel extensively across the assigned zone. - Strong proficiency in **MS Excel, MIS, and performance dashboards**. Why Join Us? - Opportunity to lead operations across a large and growing network. - High ownership and visibility with senior leadership. - Opportunity to build and scale multi-location automotive operations. - Fast-paced and growth-oriented work environment.