Center Manager

About the Company

Shield Autoglass Limited, operating as AIS Windshield Experts, is India's pioneering and exclusive network specializing in automotive glass repair and replacement. As a subsidiary of ASAHI INDIA GLASS LIMITED, the country's largest integrated glass manufacturer, AIS Windshield Experts manages over 100 service centers across more than 50 cities in India.

Position Overview

The Center Manager role involves overseeing the comprehensive functioning and performance of a service center. This includes driving sales growth, ensuring profitability, delivering excellent customer experiences, maintaining process compliance, and fostering team development. The incumbent is accountable for achieving set business objectives while upholding high standards of operations and services.

Key Responsibilities

• Drive sales by meeting targets related to automotive glass and ancillary products like wipers, vacuuming, detailing, and batteries, while expanding collaborations with insurance firms, corporate entities, and fleet partners.
• Maintain center and cluster profitability (EBITDA) through cost management and efficient use of resources.
• Oversee receivables and ensure timely collection from insurance companies, individual customers, and corporate or fleet clients.
• Ensure customer satisfaction by maintaining an NPS score above 85 and resolving complaints within stipulated turnaround times.
• Adhere to process compliance including timely insurance documentation, conforming to standard operating procedures, and achieving quality audit scores.
• Conduct local marketing and business development initiatives within the catchment area and perform regular visits to key commercial customers.
• Lead staff development by providing ongoing training focused on soft skills, service excellence, and new company programs.
• Accurately prepare and submit Management Information System (MIS) reports covering sales performance, gap analyses, and operational assessments within deadlines.
• Monitor market trends by analyzing competitors' activities, pricing strategies, and best practices to offer strategic feedback to leadership.
• Effectively manage center staff to ensure smooth daily operations.

Technical Skills

• Competence in Customer Relationship Management (CRM) software and IT systems.
• Knowledge of stock management and supply chain operations.
• Proficiency in Microsoft Excel for data tracking and reporting.
• Ability to prepare and present business reports.

Behavioral Skills

• Excellent communication and interpersonal abilities.
• Strong negotiation and persuasion skills.
• A proactive ownership and results-oriented mindset.
• Capability to multitask in a dynamic work environment.
• Skillful relationship management with candidates and internal stakeholders.

Education Requirements

Applicants should possess a Bachelor's degree or any relevant Master's degree. Diploma holders in any specialization can also apply.