Assistant Manager Operations

Job Title: Assistant Manager Operations (Customer Insight)

Job Summary:

This role at Retail Scan plays a pivotal role in ensuring the accuracy, quality, and timeliness of intelligence 

data collected from the field. Acting as a critical interface between the field teams and backend Quality Control (QC) operations, this position requires strong leadership, operational efficiency, and a continuous improvement mindset. The incumbent will own project implementation, manage field and QC teams, design processes, ensure compliance to SOPs, and collaborate with cross-functional teams to meet client expectations. 

Key Responsibilities:

1. Team & Process Management

• Lead and mentor a team of Team Leaders (TLs) and Quality Control Executives to ensure high-quality data validation and delivery. 
• Allocate QCE resources to projects based on daily requirements. 
• Oversee manpower planning including hiring, leaves, and team development. 
• Conduct performance evaluations of TLs and QC quarterly. 
• Ensure daily gate meetings are conducted by TLs for planning and updates. 
• Coach team members to resolve operational challenges and maintain process knowledge. 
• Present MIS in weekly Field Review Meetings; highlight key deficiencies and drive resolution with field teams. 

2. Project Ownership & Client Coordination

• Act as the primary liaison between field operations, backend QC, IT support, and client servicing 
• teams. 
• Own end-to-end project lifecycle including project setup, questionnaire creation, outlet/SKU master 
• management, and migration to updated workflows. 
• Address field-related issues such as outlet duplication, address validation, and outlet type 
• confirmation. 
• Lead IT coordination for workflow changes, new feature development, and UAT. Document and submit 
• all development requests with approvals. 
• Prepare QC manuals (PPT) prior to project go-live, including visual aids and guidelines. 

3. Quality Control & Reporting

• Define and implement QC metrics; design training manuals based on these standards. 
• Supervise daily QC operations to ensure targets are met with accuracy and consistency. 
• Validate MIS reports through dashboards and pivots before sharing with clients. 
• Create and validate outlet payout files (monthly), covering both individual and key account dealers. 
• Circulate FBN (Field Brief Note) to relevant teams as required. 

4. Process Design & Documentation

• Translate project briefs into clear SOPs and training documentation. 
• Upload and manage project-specific surveys on the RS automation system (Retail Hub). 
• Maintain accurate documentation for internal and client use. 

5. Cross-functional Collaboration

• Identify opportunities to streamline processes by leveraging synergies between field and QC projects. 
• Collaborate closely with the IT team to address process bottlenecks and improve system workflows. 

Qualifications & Skills:

• Bachelor’s degree required; MBA preferred. 
• 5–8 years of experience in field operations, market intelligence, or QC management. 
• Strong leadership and team management skills. 
• Proficiency in Excel (including Pivot Tables, Dashboards) and exposure to MIS reporting. 
• Experience with workflow systems and processing documentation. 
• Excellent communication and coordination skills. 
• Detail-oriented with a strong quality and process mindset.