Responsible for designing, finalizing, and implementing retail service processes. Develop DMS workflows aligned with defined process. Define retail KPIs, set performance targets, and managed regular monitoring and reporting. Act as a liaison between regional teams and stakeholders to resolve dealer operational issues
Responsibilities
1. Process Owner of DMS Service Module Identify DMS requirements, define process/wok-flows, prepare BRD, align with vendor on solutioning, conduct UAT, dealer training and rollout
Coordination with DICV IT, vendor and business stake holders for resolution of dealer operational issues.
Maintenance of DMS masters, process optimization
2. Information management & Reporting
Identification of various business reports, design report output, taking up with vendor for development, testing and rollout
Creation of DWM dashboards for business review and monitoring
Define retail KPIs, set targets, monitor and reporting for business steering
Analyse retail business performance and prepare necessary documents for various management review forums
3. Service Excellence Project
Define workshop process, create process document and update it in portal
Create business policies/amendment of existing policies based on the requirement and tracking
Identify the gaps in the process and actual status by conducting audits and taking up with the regions for improvement.
Identify soft skill requirement of the retail team and taking up with the stake holders for fulfilling the needs
4. Service Initiatives:
Monitor Service and vehicle retention, identifying the gaps, rollout and monitor various initiatives for improving in association with field team
Drive various CS Transformation projects initiatives for business improvement
Organize Regional-HQ review meetings for business steering
5.Special Vehicle Projects
Ensuring aftersales deliverables in product projects for special vehicle projects
Qualifications
B.E. / B.Tech in Mechanical, Automobile, or equivalent. MBA in Marketing/Analytics or related field is a plus.