Service Business Manager (Consumer Durables / Large Appliances / HVAC)

Job Title - Service Business Manager (Consumer Durables / Large Appliances / HVAC Products)

Work Location: U.S Complex, Adjacent to Jasola Apollo Metro Station, Mathura Road New Delhi-110076

We, Infinity AssuranceSolutions specialize in Warranty Service Administration, Extended Warranty, Accidental Damage Protection and a wide range of service products under our own brand InfyShield.

Our offerings cover Mobile Phones, Home Appliances, Consumer Electronics, Kitchen Appliances, IT Equipment, Office Automation, AV Solutions, Classroom and Conference Room Technologies, and more.

We are embarking on an additional focus on after-sales-service of Large Appliances (with HVAC as a focus product line).To drive, we are hiring a Service Business Manager for this Business Unit.

Background of the Role:

The Service Business Manager will be responsible for building the overall business including strategy, structure, systems, processes, service partner network etc. ensuring it delivers consistent, scalable and measurable service quality. The Service Business Manager is a networker, operations leader, number driver and a strategist who can design, create and execute a nationwide service ecosystem.

Initial service delivery will include Extended Warranty Claims, Warranty and Installation Services.

Detailed Role Description

The role will involve client acquisition, partner development, and service delivery management, ensuring that every customer interaction reflects reliability and excellence.

The suitable candidate must be a go-getter and seasoned professional with proven success in building large-scale partner networks, managing operations, and delivering measurable business outcomes in the Consumer Durables / Large Appliances with a focus on AC industry.

This is an entrepreneurship driven role containing end to end business unit with clear topline, bottom-line, operational efficiency and control.

To summarize - the core functions will include

1.Strategy, Process Development and Resource Optimization

• Develop and execute the overall strategy for the HVAC service business.
• Build scalable systems, processes, policies, and performance frameworks.
• Drive topline and bottom-line performance with clear KPIs and operational controls.
• Implement frameworks for Extended Warranty, AMCs and Service Assurance programs.

2.Partner Network Management

• Build, onboard, and manage a strongPanIndia service partner network.
• Create performance standards, commercial structures, and partner scorecards.
• Strengthen partner capabilities

3.Service Delivery & SLA

• Define, communicate, enforce and deliver SoPs and SLA standards with continual improvement.
• Ensure superior customer experience at every service touchpoint.
• Leverage data and analytics for realtime monitoring, controls, and corrective actions.
• Develop fraudcontrol mechanisms and riskmitigation processes.

4.Revenue & Business Development

• Develop new service products and commercial opportunities.
• Expand the HVAC service business through partnerships, OEM alliances, and channel expansion.
• Drive profitability through efficient operations, cost optimization, and scalable processes.

Requirements

• 710 years of professional experience in service operations, partner management, field operations, service network management in the HVAC/AC sector.
• Bachelor's degree in business administration, Engineering or related field
• Must have Good experience in managing Extended Warranty / insurance claims, Warranty services, Service Contracts etc.
• Must be apt at fraudulent controls
• Would have ideally worked in multiple regions and with multiple brands with Proven track record of building and scaling service partner ecosystems across multiple cities or regions.
• Strong academic foundation in operations, supply chain, or service management.
• Ability to design and implement extended warranty and AMC frameworks.
• Proficiency in using CRM tools, partner management platforms, excel / Power BI, Charts, and data analytics for performance tracking, business controls
• Excellent communication skills

About us:

We, Infinity Assurance Solutions, Private Limited, a New Delhi-based portfolio company of Indian Angel Network, Aegis Centre for Entrepreneurship, Artha Venture Fund, eVista Venture and other marquee industry veterans; specialize in Warranty Service Administration, Extended Warranty, Accidental Damage Protection and various other service products for wide range of Mobile Phones, Home Appliances, Consumer Electronics, AV Solutions, Classroom / Conference-room Solutions, Kitchen Appliances, IT, Office automation, Personal Gadgets etc.

Incorporated in January 2014; as a debt-free, operationally profitable with positive net retained earnings, we have grown rapidly. Going forward, we are looking to grow multi-fold with newer areas of business expansion.

Our success is attributed to a very agile and technologically driven unique service delivery model, loyal long-term clients, in-house application, and lean organization structure.

More about us:

https://www.infinityassurance.com,

https://www.infyshield.com;

https://www.infyvault.com