Cluster Manager

Job Description – Area Manager

Job Title

Area Manager – Operations

Department

Operations

Reporting To

Regional Manager / Head – Operations

Job Location

Assigned Region

Job Summary

The Area Manager is responsible for overseeing the operational performance, profitability, customer satisfaction, and people management of multiple service centers within the assigned region. The role focuses on achieving business targets, ensuring operational excellence, maintaining service quality, and developing high-performing teams while ensuring compliance with company policies and standards.

Key Responsibilities

Operations Management

• Manage the day-to-day operations of all assigned service centers.

• Ensure smooth workshop operations and adherence to company SOPs.

• Monitor productivity, efficiency, and service quality across all branches.

• Conduct regular branch visits to review operational performance.

• Implement best practices to improve operational efficiency and customer experience.

Business Performance

• Achieve monthly and annual revenue, profitability, and sales targets.

• Monitor workshop sales, labour revenue, spare parts revenue, and profitability.

• Analyze branch performance and implement corrective action plans.

• Drive growth through increased customer retention and new customer acquisition.

• Ensure optimum utilization of manpower and workshop capacity.

Customer Experience

• Ensure high customer satisfaction (CSAT) and Net Promoter Score (NPS).

• Resolve escalated customer complaints promptly.

• Monitor customer feedback and implement continuous improvement initiatives.

• Ensure timely vehicle delivery and quality service standards.

Team Leadership

• Lead and mentor Leadmen, and support staff.

• Conduct regular performance reviews and coaching sessions.

• Identify talent and recommend promotions and succession planning.

• Support recruitment, onboarding, and employee development initiatives.

• Maintain employee engagement and discipline across all branches.

Financial Management

• Monitor branch P&L and cost control measures.

• Ensure achievement of budgeted revenue and EBITDA targets.

• Control operational expenses without compromising service quality.

• Review inventory, consumables, and parts utilization to minimize wastage.

Quality & Compliance

• Ensure compliance with company policies, SOPs, and statutory requirements.

• Conduct periodic operational, safety, and quality audits.

• Ensure implementation of 5S standards and workplace safety practices.

• Monitor warranty claim processes and quality performance.

• Ensure adherence to environmental, health, and safety guidelines.

Business Development

• Identify opportunities for market expansion and business growth.

• Develop relationships with fleet customers, insurance companies, and corporate clients.

• Support marketing campaigns and local business development activities.

• Monitor competitor activities and recommend strategies to improve market share.

Reporting & MIS

• Prepare daily, weekly, and monthly operational reports.

• Review branch KPIs and present performance reports to senior management.

• Monitor manpower utilization, revenue trends, productivity, and customer satisfaction metrics.

• Recommend operational improvements based on data analysis.

Qualifications

• Bachelor's Degree or Diploma in Automobile Engineering, Mechanical Engineering, or Business Management.

• MBA is an added advantage.

Experience

• 8–12 years of experience in automobile service operations.

• Minimum 3–5 years in a managerial role overseeing multiple workshops or service centers.

• Experience in multi-brand passenger vehicle service operations is preferred.

Required Skills

• Strong leadership and people management skills.

• Excellent operational and business management capabilities.

• Financial planning and P&L management.

• Customer relationship management.

• Team development and coaching.

• Decision-making and problem-solving skills.

• Excellent communication and negotiation skills.

• Proficiency in MS Office and workshop management systems.

Key Performance Indicators (KPIs)

• Revenue Achievement

• Gross Profit & EBITDA

• Branch Profitability

• Workshop Productivity (%)

• Technician Efficiency (%)

• Labour & Parts Revenue

• Customer Satisfaction (CSAT)

• Net Promoter Score (NPS)

• First-Time Fix Rate

• Vehicle Delivery Timeliness

• Employee Attrition

• Training Completion

• Safety & Compliance Audit Score

• Inventory Accuracy

• Cost Control & Budget Adherence

Working Conditions

• Extensive travel across assigned branches.

• Six-day work week with flexibility to support business requirements.

• Ability to respond to operational issues beyond normal working hours when required.

• It is a Full Time Mechanic job for candidates with 6+ years of experience.