Parag Sharma

Head of Operations

About

As a Country Operations Manager at Eros Group since March 2022, I leverage over Four years of experience to lead and optimizer Home appliances and Hvac Amc service operations. My focus includes channel strategy, workforce management, and account planning to ensure seamless service delivery and customer satisfaction. By implementing training programs, monitoring performance metrics, and managing procurement processes, I contribute to the efficiency and success of service operations. Collaborating across departments, I strive to enhance operational excellence, ensure compliance with industry standards, and strengthen vendor and client relationships.

Country

United Arab Emirates

City

Dubai

Industry

Consumer Electronics

Skill

Home Appliances, Identifying New Revenue Streams, Appliances, Managing Project Budgets, Process Transitioning, Procurement Contracts, Microsoft PowerPoint, Electrical and Instrumentation Engineering (EIE), CRM Databases, Inventory Planning, Transformations, Productivity Analysis, Programme Governance, Dehumidification, Oversight, Preventive Maintenance, Technology Platforms, Operational Optimization, Mission Critical Environments, Maintenance Improvement

Experience

Head of Operations

EROS Group (EROS Electricals LLC)

2022-3 - Present · 4 yrs 7 mos

Own end-to-end service operations for a 19-brand portfolio incl. Daikin, Hitachi (CE/HA), Lennox, Samsung (HHP), Carrier, TCL, Midea, Ariston, Nothing Mobile; manage Saudi online (Amazon) and Bahrain appliance service center. Lead regional operational execution: P&L oversight, budgeting/forecasting, profitability analysis, equipment planning, and make-vs-buy (subcontract vs capex) decisions. Build and scale service network aligned to sales growth; establish call management (in-home/onsite), call center, and social channels for customer engagement. Drive CX and KPI outcomes: improve CSAT/NPS, TAT, first-contact resolution through SOPs, skills matrix, and digital service models (chatbots, AI-assisted support, self-service, CRM). Govern commercial and contractual: review/administer client/supplier contracts; manage SLAs, risks, claims/variations; ensure legal and compliance adherence. Lead vendor/subcontractor strategy: frame agreements, performance KPIs, cost/quality/OTIF, and renegotiations for savings and service consistency. Implement operational controls: quality audits, process reviews, corrective actions, and dashboarding for real-time financials and service KPIs. Team leadership: recruit, mentor, and scale a lean, data-driven operations team; embed safety/EHS and accountability.

Country Operations Manager

Eros Group

2022-3 - 2026-1 · 3 yrs 11 mos

Dubai, United Arab Emirates

Branch Service Manager

Voltas Limited - A TATA Enterprise

2019-8 - 2022-3 · 2 yrs 8 mos

mumbai

Branch Service Manager

VOLTAS LTD (TATA ENTERPRISE)

2019-8 - 2022-3 · 2 yrs 8 mos

Managed HVAC service operations and maintenance programs. Improved uptime and reliability through structured maintenance. Handled troubleshooting and escalation management. Ensured SLA compliance and customer satisfaction.