Assistant Manager Customer Operations

Responsibilities (List all)

1. Project Planning & Implementation

Monitor all ongoing, pending, and outstanding implementation/rollout projects across the Northeast region.

Maintain project-wise trackers covering status, BOM, material availability, contractor readiness, installation, commissioning, invoicing, and payment status.

Prepare and validate Bill of Materials (BOMs) in coordination with internal teams.

Coordinate with Stores, Logistics, and Delivery teams to ensure timely availability and movement of project materials.

Follow up with contractors to ensure civil, electrical, and site readiness before deployment of FSEs.

Validate site readiness and identify gaps that may impact installation or commissioning timelines.

Prepare installation schedules and coordinate deployment of FSEs for installation, commissioning, and power-on activities.

Ensure effective coordination among contractors, FSEs, and customers during project implementation.

Monitor project progress against committed timelines and escalate delays or critical issues proactively.

Coordinate with relevant stakeholders to resolve technical, material, manpower, and site-readiness issues.

2. Commissioning & Project Closure

Follow up with FSEs and project teams to ensure timely completion of installation and commissioning activities.

Collect and verify commissioning reports, completion reports, installation reports, and other required project documents.

Ensure all mandatory documentation is complete and accurate before initiating billing.

Maintain project closure records and track projects pending closure due to documentation or execution gaps.

Coordinate with customers and internal teams for project acceptance and closure confirmation.

3. Billing & Invoice Management

Prepare and coordinate project invoices based on completed work and customer requirements.

Verify supporting documents required for invoice submission.

Upload and track invoices through customer portals such as VIM Portal, HPCL, BPCL, Nayara, and other customer-specific platforms.

Monitor invoice status from submission to acceptance and payment.

Coordinate with Commercial, Finance, and project teams to resolve invoice discrepancies, rejections, and documentation issues.

Maintain an updated invoice tracker covering submitted, accepted, rejected, pending, and paid invoices.

Ensure timely submission of invoices to support revenue recognition and cash realization.

4. Outstanding Payment & Collection

Review outstanding payments related to completed projects on a regular basis.

Identify invoices pending due to missing documents, customer approval, portal issues, discrepancies, or other reasons.

Coordinate with internal teams and customers to close documentation gaps.

Follow up with customers for invoice acceptance and payment release.

Escalate long-pending invoices and critical collection issues to the State Head/Management.

Drive focused follow-up on aged receivables to improve regional cash flow.

Prepare project-wise and customer-wise outstanding reports with ageing and action points.

Maintain clear ownership and follow-up records until payment is realized.

5. Contractor & Stakeholder Management

Coordinate and maintain effective working relationships with project contractors.

Monitor contractor performance, site readiness, and adherence to agreed timelines.

Ensure contractors comply with company SOPs, safety requirements, and project processes.

Coordinate with multiple stakeholders to ensure smooth project execution.

Resolve day-to-day coordination issues among contractors, FSEs, customers, and internal teams.

Escalate performance, compliance, or execution-related concerns to the State Head/concerned management.

6. SOP, Process & Team Coordination

Ensure adherence to defined SOPs, processes, and project execution guidelines.

Support implementation of new processes, systems, and operational improvements.

Coordinate and guide FSEs and supporting teams for effective project execution.

Support workload planning and manpower deployment based on project priorities.

Maintain accurate records related to project execution, installation, billing, and collections.

Generate regular MIS and management reports highlighting progress, risks, ageing, and pending actions.

Identify process gaps and recommend corrective actions to improve execution and closure.

7. ERP, Excel & MIS

Ensure timely and accurate updates of project-related information in ERP/IFS systems.

Maintain comprehensive Excel trackers for implementation, BOM, material movement, commissioning, invoicing, and collections.

Prepare dashboards, ageing reports, MIS, and management summaries using advanced Excel skills.

Analyse project data to identify bottlenecks, ageing, pending actions, and revenue risks.

Ensure data accuracy and consistency across Excel, ERP, and customer portals.

8. Compliance, Safety & Escalation

Ensure compliance with company procedures, SOPs, and Health & Safety requirements.

Report critical project delays, customer concerns, contractor issues, and abnormal activities to the State Head.

Ensure all project activities align with company and customer requirements.

Maintain proper documentation and audit trails for project execution, billing, and collection activities.

Required Skills / Qualifications / Certifications / Tech Stack (List all)

Essential

* Graduate / Diploma / Degree in Engineering, Business Administration, Operations or a related discipline.

* Relevant experience in project implementation, rollout, service operations, project coordination or commercial operations.

* Strong experience in contractor handling and coordination.

* Experience in coordinating multiple stakeholders including customers, contractors, field engineers, logistics, commercial and finance teams.

* Strong knowledge of MS Excel, including advanced formulas, Pivot Tables, lookups, data analysis and MIS preparation.

* Good working knowledge of ERP / IFS or similar business systems.

* Strong understanding of project documentation, invoicing and payment follow-up.

* Good communication, coordination and negotiation skills.

* Ability to independently monitor multiple projects and drive closure.

* Strong analytical and problem-solving capability.

Preferable

* Experience in Oil & Gas / Retail Automation / Forecourt / Engineering Services / Project Implementation.

* Experience handling HPCL, BPCL, IOCL, Nayara or similar customer portals.

* Experience in VIM or customer-specific invoice submission portals.

* Experience in SOP implementation and process compliance.

* Prior experience in team handling / coordination of Field Service Engineers.

* Experience in project billing, receivables and collection follow-up.

* Strong ERP and MIS reporting experience.