01Key Responsibilities
Regional Operations & P&L Ownership Own the operational and financial performance of all service centres in the region
Set regional targets for throughput, revenue, and cost efficiency, and drive execution against them
Review centre and Area Manager performance regularly, and intervene where needed to close gaps
Team Leadership & Franchisee Governance Lead, coach, and hold accountable a team of Area Managers across the region
Own franchise partner relationships at a senior level, resolving escalations that Area Managers cannot close
Ensure consistent SOP adherence and operational discipline across all centres, franchise and company-operated alike
Customer Experience Ownership Own regional NPS, TAT, and quality outcomes as core performance metrics
Identify systemic drivers of customer dissatisfaction across centres and drive root-cause fixes, not just local patches
Set the standard for escalation handling and ensure timely, empathetic resolution across the region
Central Project Leadership Represent the region in central strategic initiatives (e.g. new technology rollouts, process redesigns, vendor or parts procurement programs)
Partner with product, technology, supply chain, and CX teams to translate central initiatives into on-ground execution plans
Provide regional insight and field data to shape central decisions, and act as the feedback loop .
