Assistant Operations Manager-Customer Insight

Job Description

Job Title: Assistant Manager Operations (Customer Insight) Location: Mumbai 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. About Retail Scan: Headquartered in Mumbai, Retail Scan (www.retail-scan.com) is India’s largest home grown, full service, customized retail solution company. It specializes in extracting significant value from the point of sale that has a direct impact on the sales and profitability of its clients. Retail Scan’s business portfolio includes a wide array of service offerings. Customized Retail Audit on both physical and offshore model, Retail Loyalty Program management of large FMCG companies through direct incentive payout, Customized Price Tracking Studies for all leading product categories, Actionable Competition Intelligence gathering, Tailored tertiary offtake studies for new market entrants or for new product launches by existing players, Guided distribution studies for companies wanting to scale up retail reach, are some of the flagship offerings of the company. Having a footprint across 900 plus towns across India, Retail Scan today, has a direct connect with top 2 lakh retail stores across India. The company is planning to introduce a few products on the market within the next 2 years, that may well redefine the way FMCG companies engage with their traditional trade and SAMT retail environment in future. The company is aggressively getting ready for transition into the next phase of growth and is looking for experienced and dynamic professionals, who are excited at the opportunity of being part of an open and empowered work culture where new and creative ideas are not only encouraged but well rewarded as well. Show more Show less