Service Operations · After-Sales Leadership

Aditya Vaibhav Singh

Service Operations Leader · After-Sales Head · National Service Network Management

Customer Experience Excellence · Dealer Development · Field Service Transformation

adityavaibhav@gmail.com +91 82874 32164 Delhi / NCR, India
Aditya Vaibhav Singh
17+
Years Experience
2,000+
FSEs Managed
1.2L
Monthly Requests
85%
NPS Achieved
95%+
Dealer Satisfaction
₹2.3 Cr+
Revenue Growth
About

Career Summary

Service Operations leader with 17+ years of end-to-end after-sales and field service accountability across Consumer Durables and FinTech. Proven track record in building national service networks from the ground up, managing multi-state ASC and dealer ecosystems, driving SLA and TAT compliance, and transforming underperforming territories into top-ranked operations.

Extensive experience leading large field technician forces (2,000+ FSEs), managing warranty governance and spare parts pipelines, institutionalising CX frameworks adopted as Pan-India best practices, and consistently achieving above-target NPS, RTAT, and revenue outcomes. Delivered ₹2.3 Cr+ service revenue growth initiatives and ₹50L+ institutional business development through after-sales operations.

Experience managing large-scale field service operations with strong applicability to fleet, mobility and technology-driven service environments. MBA from IIT Delhi.

Key Leadership Achievements

  • Built and scaled multi-state service networks from zero to ranked, revenue-generating operations
  • Led 2,000+ field workforce across a 3-tier hierarchy (5 RMs · 32 ASMs · 200+ TLs)
  • NPS improvement 65% → 85% within 18 months at Panasonic
  • Turned around territories — Surat: 26th → No. 1 in 6 months; Ahmedabad: last → Top 10 in 3 months
  • Generated new B2B service revenue — ₹50L+ at Panasonic Gujarat; ₹1.82 Cr at Paytm
Career

Professional Experience

AVP — Service Operations & Customer Experience

One97 Communications (Paytm)
Feb 2023 — Present
Largest field operations cluster · Full CX ownership · 4 multi-state regions
  • Commanded a 2,000+ FSE field force across a 3-tier hierarchy (5 RMs / 32 ASMs / 200+ TLs) with real-time SLA dashboards, zero-gap accountability, and fleet-style deployment planning.
  • Doubled regional after-sales revenue within two years through territory-level monetisation and structured P&L cadences — generating ₹1.82 Cr in after-sales revenue.
  • Managed 1.2 lakh monthly complaint resolutions alongside 1 lakh proactive outreach calls.
  • Accelerated customer retention from 20% to 45% via a lifecycle management framework.
  • Reduced FSE attrition by 10% through structured onboarding and field-level incentive frameworks.
2X Revenue Growth₹1.82 Cr RevenueRetention 20% → 45%1.2L Monthly ResolutionsAttrition –10%

Service Manager — Haryana

Panasonic India Pvt. Ltd.
Sep 2021 — Feb 2023
Complete service network rebuild · NPS uplift · Top-ranked state operation
  • Rebuilt Haryana's ASC and dealer service network from the ground up — turning a structurally weak operation into the highest-ranked state in the region.
  • Managed warranty governance, spare parts planning and inventory availability to improve turnaround and first-time resolution.
  • Drove 120% revenue target achievement and 100% YoY service revenue growth.
  • Elevated NPS from 65% to 85% and RTAT from 75% to 90% within 18 months.
  • Achieved 95%+ dealer satisfaction by resolving long-standing escalation pain points.
120% Revenue Target100% YoY GrowthNPS 65% → 85%RTAT 75% → 90%Dealer Sat. 95%+

Service Manager — ROM, Goa & Delhi

Havells India Ltd.
Jan 2019 — Sep 2021
No. 1 national ranking · Zero escalations · Below 5% complaint rate
  • Ranked No. 1 nationally across service regions — 20% YoY revenue growth, zero dealer escalations, and below 5% customer complaint rates; model adopted as a Pan-India CX benchmark.
  • Drove ASC expansion at high-demand locations and deployed dealer engagement programmes — reducing RTAT and improving first-time resolution.
20% YoY GrowthZero Dealer Escalations<5% Complaint RateNo. 1 National Ranking

Service Manager — Gujarat

Panasonic India Pvt. Ltd.
Sep 2016 — Jan 2019
Most dramatic state turnaround · ₹50L+ B2B institutional revenue
  • Catapulted Surat from rank 26 to No. 1 in 6 months and Ahmedabad from last place to Top 10 in 3 months.
  • Managed warranty claims processing, spare parts inventory planning and vendor coordination to reduce service TAT.
  • Unlocked ₹50L+ in institutional B2B service revenue through corporate and government service outreach.
Surat 26th → No. 1 (6 mo)Ahmedabad Last → Top 10 (3 mo)₹50L+ B2B Revenue

Area Service Manager — Ghaziabad & Delhi

Godrej & Boyce Mfg. Co. Ltd.
Nov 2009 — Jul 2016
7 consecutive years · Pan-India CSN best practice · 100% revenue achievement
  • Delivered 100% revenue targets across all SKUs for 7 uninterrupted years while expanding the SPD dealer network into untapped territories.
  • Designed and launched the Customer Satisfaction Index (CSN) framework — adopted Pan-India as an organisational best practice, sustaining CSN above 90%.
  • Expanded dealer coverage across multiple territories while improving service responsiveness and customer satisfaction.
CSN >90% — Pan-India Best Practice100% Revenue — 7 Years

Area Service Manager — Ghaziabad

IFB Industries Ltd.
Jun 2008 — Oct 2009
Early career role in consumer appliance after-sales service and dealer network management.
Capabilities

Technical & Functional Skills

Service Operations

ASC Network Setup & ScalingDealership DevelopmentField Service ManagementWarranty GovernanceSpare Parts OperationsInventory PlanningSLA / TAT / RTAT GovernanceService P&L ManagementFleet & Mobility Service

CX & Analytics

NPS / CSAT / RTAT / FTRKPI DashboardsCRM PlatformsAI-Powered Operations AnalyticsCustomer Lifecycle ManagementEscalation & Complaint Resolution

Leadership

Field Force Leadership (2,000+ FSEs)Multi-Region OperationsTechnical Training & CertificationB2B Fleet ServiceService Revenue GrowthTeam Realignment & Turnaround

Productivity

MS Excel (Advanced)MS WordPowerPoint
Background

Education & Recognition

Education

MBA — Operations & Strategy
IIT Delhi · CGPA 6.95 / 10
2013 — 2016
B.Tech — Electronics, Instrumentation & Control
UPTU, Lucknow · 78%
2004 — 2008

Key Awards & Recognition

★
Region Ranked No. 1Havells India
★
Haryana Top Ranked Service StatePanasonic India
★
CSN Framework Adopted Pan-IndiaGodrej & Boyce
★
Largest Operations ClusterPaytm (One97 Communications)

Let's connect

Open to leadership conversations in service operations, after-sales, field service transformation and customer experience.

Email Me +91 82874 32164