Job Title: Regional Head – ACKO Drive Service Centre

Location: Bangalore

About Us

ACKO is the protection destination for over 200 million tech-savvy families across India, protecting their families, assets and money. Launched in 2016, ACKO started by reimagining insurance, making it simple, hassle-free and customer-first. Today, our mission goes beyond that: we aim to touch the lives of 1 million users, building products that solve real-world problems with technology at the core.

We are not just another insurance company, our DNA is product-tech, and our approach is bold, innovative, and digital-first. From zero commission, zero paperwork, and instant renewals to same-day claims settlements and app-based tracking, ACKO is a Welcome Change from traditional insurers.

But what truly sets us apart? Our people. At ACKO, every Acker’s voice and ideas matter. We’re a vibrant, inclusive team of creators, thinkers, and doers, building products that redefine protection while ensuring each Acker grows, thrives and does meaningful work.

Join us at ACKO, where bold ideas, real impact and tech-driven innovation redefine protection and peace of mind - and where YOU can make a real difference in people's lives. ACKO is a product-tech company, launched in 2016, solving real-world problems for customers, starting with insurance. And as a customer-first organization serving the digitally-savvy, ACKO’s value proposition of ‘Welcome Change’ focuses on offerings that make insurance simple and hassle-free! With features such as zero commission, zero paperwork, instant renewal, same-day claim settlements, and app-based updates on claims, ACKO is a 'Welcome Change' from traditional insurers.

Having said that, we are not just another conventional insurance firm, or the people consulted solely for "claims”! Anchored in a tech-centric philosophy, ACKO’s approach fuels innovation, empowering us to develop comprehensive products that cater to every aspect of our customers' insurance requirements. And while we are at it, we put our Ackers at the heart of everything we do. We're not your typical 9-to-5 workplace; we're a vibrant and inclusive bunch of innovators and creators making sure every Acker’s idea matters, their voice is heard, and their growth is part of our mission.

About the Business & Role

ACKO is building a seamless car ownership and management platform under the brand Acko Drive – covering everything from purchasing a new car to maintaining, repairing, and selling an existing one.

We are developing a world-class network of multi-brand service centres across the country, offering car owners best-in-class vehicle care through a franchisee-led model driven by highly standardized SOPs.

As Regional Head, you will own the full P&L and operational performance of ACKO Drive Service Centres across your region, spanning multiple cities and franchise as well as company-operated locations. You will lead a team of Area Managers, act as the senior point of accountability for franchise partners and central leadership, and drive the region's contribution to ACKO Drive's national goals. Beyond regional operations, you will represent the region in central strategic initiatives — partnering with product, technology, supply chain, and CX teams to shape and roll out programs that improve the network end-to-end. This is a leadership role requiring sound business judgment, the ability to operate at both strategic and ground levels, and comfort driving change across a fast-scaling, multi-stakeholder environment.

Key Responsibilities:

Regional Operations & P&L Ownership

• Own the operational and financial performance of all service centres in the region

• Set regional targets for throughput, revenue, and cost efficiency, and drive execution against them

• Review centre and Area Manager performance regularly, and intervene where needed to close gaps

Team Leadership & Franchisee Governance

• Lead, coach, and hold accountable a team of Area Managers across the region

• Own franchise partner relationships at a senior level, resolving escalations that Area Managers cannot close

• Ensure consistent SOP adherence and operational discipline across all centres, franchise and company-operated alike

Customer Experience Ownership

• Own regional NPS, TAT, and quality outcomes as core performance metrics

• Identify systemic drivers of customer dissatisfaction across centres and drive root-cause fixes, not just local patches

• Set the standard for escalation handling and ensure timely, empathetic resolution across the region

Central Project Leadership

• Represent the region in central strategic initiatives (e.g. new technology rollouts, process redesigns, vendor or parts procurement programs)

• Partner with product, technology, supply chain, and CX teams to translate central initiatives into on-ground execution plans

• Provide regional insight and field data to shape central decisions, and act as the feedback loop between ground reality and central strategy

Performance Monitoring, Reporting & Strategic Input

• Track and report regional operational and customer metrics to central leadership on a regular cadence

• Surface performance trends, root causes, and recommendations proactively, not just in response to escalations

• Contribute to network-wide strategic planning, including expansion, resourcing, and governance decisions

Problem Solving & Cross-Functional Coordination

• Proactively identify operational and structural challenges across the region

• Drive cross-functional resolution with central teams, ensuring minimal disruption to customers and franchisees

• Balance regional autonomy with alignment to national ACKO Drive standards and priorities

What qualities are we looking for?

• Strong ownership mindset with a bias for action, at both strategic and ground level

• Sound business and P&L judgment, with comfort operating amid ambiguity

• Ability to manage senior stakeholders across on-ground, franchise, and central teams

• High focus on customer experience and operational excellence

• Ability to thrive in a fast-paced, high-growth, multi-city environment

Key Qualifications & Experience

• 1+ years of experience in operations, field leadership, franchisee and/or vendor management

• Prior experience managing teams and owning P&L across multiple locations is good, not mandatory

• Experience in automotive, service operations, or large-scale multi-unit operations preferred

• Strong communication, stakeholder management, and cross-functional collaboration skills

• Bachelor’s degree required; MBA preferred

Please note: this role follows a 6-day work week schedule.