Voltas Limited, a Tata Group company established in 1954 and headquartered in Mumbai, is India's market leader in room air conditioners and a premier engineering solutions provider. The company offers a wide range of cooling products, including ACs, air coolers, and commercial refrigeration, alongside, project-based engineering services.
KEY PURPOSE
The Zonal Head – CC (AMC) is responsible for driving sustained revenue and profitability growth of AMC Business Segment within North Zone, by ensuring top-tier service delivery, optimizing cash flow and enhancing customer satisfaction. This role is critical in expanding the AMC & Spare-Sales Businesses, simultaneously elevating Customer Satisfaction and maintaining a strong focus on statutory compliances and site safety. Additionally, the Zonal Head plays a key role in identifying and mentoring high-potential employees, preparing them for future leadership positions and contributing strategically to the development of the Commercial Air Conditioning Business in the Zone. In short, Zonal Heads are responsible for the P&L Account of CC-AMC Business, encompassing both the Business segments of AMC & Spare-parts Sales of the Zone.
Key Responsibilities
- Ensure overall growth of both the AMC Business, aligning efforts to meet long-term strategic objectives.
- Oversee the execution of Maintenance Contracts, ensuring adherence to Service Level Agreements (SLAs of customers) and achieving high standards of operational efficiency
- Drive sustained growth for the Zone, by optimizing service operations, reducing costs and maximizing profitability.
- Lead efforts in converting warranties into long-term maintenance service contracts, thereby increasing the revenue base from Guarantee Conversions and Acquisitions of Commercial AC Equipment.
- Identify and capitalize on opportunities to build and expand the AMC (Annual Maintenance & O&M Contracts) Business within their Zone
- Coordinate with internal teams and external vendors to ensure seamless maintenance contracts execution and customer satisfaction
- Develop strategies for peripheral business growth, focusing on new market segments, service offerings and geographical expansion
- Improve the overall Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) of the Zone, through enhanced service quality, timely resolution of issues and proactive customer engagement
- Implement initiatives to increase customer loyalty and retention of customers within the Zone
- Build and maintain strong relationships with key stakeholders, including customers, vendors and internal teams.
- Monitor and restrict net outstanding levels, ensuring timely collection of payments to maintain a healthy cash flow (receivables management)
- Collaborate with the Finance Team to implement effective credit control measures and minimize overdue receivables
- Represent their Zone in regional and national forums, contributing to the development of company-wide customer service strategies
- Ensure the implementation of best safety practices across all service sites, complying with regulatory requirements and company policies
- Mentor and develop high-potential employees within their Zone, preparing them for higher roles and responsibilities within the organization
- Foster a culture of continuous learning and professional development among team members
- Regularly review and analyze Key Performance Indicators (KPIs) of both financial and non-financial parameters, providing actionable insights to the senior management
- Prepare and present comprehensive reports on the Zone's performance, highlighting areas of success and opportunities for improvement during Review Meetings
