Associate Divisional Manager
Daimler India Commercial Vehicles Private Limited
Total years of experience :27 years, 10 Months
• Leading the Strategy & Business Excellence vertical of Customer Service, managing all CS-related digitalization projects and PMO
• Collaborating with cross-functional teams to identify and implement process improvements and cost-saving initiatives in Customer Service operations
• Developing a super app for customers, integrating smaller apps for enhanced convenience, and creating a digital roadmap to support sub-functions in increasing productivity and efficiency through digital tools and applications
• Exploring new service business opportunities to generate additional revenue and responsible for budget forecasting, planning, execution, and monitoring
• Leading the Strategy & Business Excellence vertical of Customer Service, managing all CS-related digitalization projects and PMO
• Collaborating with cross-functional teams to identify and implement process improvements and cost-saving initiatives in Customer Service operations
• Developing a super app for customers, integrating smaller apps for enhanced convenience, and creating a digital roadmap to support sub-functions in increasing productivity and efficiency through digital tools and applications
• Exploring new service business opportunities to generate additional revenue and responsible for budget forecasting, planning, execution, and monitoring
• Designed & rolled out the Retail Service Excellence (SE) program to improve customer satisfaction, defined organizational structure, manpower requirements, and KPIs at role and dealership levels
• Implemented industry best practices to enhance customer satisfaction and launched SE portal for wholesale and retail customers
• Led Pan India and export warranty administration, managing a team of five members, identified business requirements, and collaborated with IT for system enhancements
• Monitored & analyzed warranty claim data to identify trends and areas for improvement, provided insights to the management team for decision-making
• Enhanced Dealer Management System (Siebel) and Oracle BI applications, developed customized dashboards in OBIEE for effective monitoring of team and dealer performance, conducting dealer audits to identify process gaps and implement improvements, and ensured timely settlement of claims and monitoring team KPIs for performance improvement
• Provided business analytics and failure trends to field quality teams
• Led Pan India and export warranty administration, managing a team of five members, identified business requirements, and collaborated with IT for system enhancements
• Monitored & analyzed warranty claim data to identify trends and areas for improvement, provided insights to the management team for decision-making
• Enhanced Dealer Management System (Siebel) and Oracle BI applications, developed customized dashboards in OBIEE for effective monitoring of team and dealer performance, conducting dealer audits to identify process gaps and implement improvements, and ensured timely settlement of claims and monitoring team KPIs for performance improvement
• Provided business analytics and failure trends to field quality teams
• Established service business for King Long Buses in Qatar, obtaining workshop license from government authorities, promoting tailor-made AMC packages for new customers, ensuring high CSI and repeat sales, and managing parts planning, ordering, and import clearance
• Successfully established service business for King Long Buses in Qatar, achieving revenue generation targets and ensuring high customer satisfaction
• Led the Customer Support Center (CSC) with a team of 15 members, providing 24x7 support, monitoring and improving the effectiveness of the CSC, ensuring timely service reach and resolution for customer concerns, addressing customer inquiries, and monitoring new product performance
• Reduced TAT of accident vehicles through monitoring from the CSC, improving customer satisfaction and service efficiency
OMAN TRADING ESTABLISHMNET, OMAN Jan 2010 - Jan 2012
Asst. Manager, Service
• Service In-charge, Responsible for Mechanical & Body shop repairs for leading international brands Viz. Cadillac, GM, Hummer, Hyundai, Subaru, Ssanyong, Isuzu & Cherry vehicles.
• Handling day to day activities, administration, Co-ordination with technical team for resolving concerns.
• Ensure targets are met & surpassed; develop employees in handling multi franchise vehicle, providing a scope for on the job training.
• Ensure Customer concerns are rectified, timely delivery and drive for customer satisfaction.
• Oversee CSI activities. Ensure Service business plan achievement by closely monitoring service performance, spares off take & upstream business performance.
• Attend specific Customer concerns. Ensure quantity & quality manpower at Dealership while improving dealer's profitability.
• Carried out regular process audits such as Warranty & MTIS. Initiate steps to improve the process
• Strategically plan, implement and execute profitable procedures to develop the profits of the dealership. & conducting service campaigns.
• Provide technical guidance to the subordinates in stimulated contingency plans to achieve high operational efficiency through developmental trainings to the team of professionals.
• Strictly maintaining Service Level Adherence and complaint management with good and timely coordination. Thus ensuring rich customer experience in each and every interaction and transaction.
• Interact with the customers to understand their needs/ requirements while assisting them for the required services and maintaining customer relationships to build the future perceptiveness.
• Responsible for ensuring proper implementation of competent activations with processes, policies and quality norms as defined by the company. Highlight issues related to process & system of the company while taking corrective measures to ensure proper and effective process management.
• Had been deputed to PDD (Engines) on behalf of service for Fuel Efficiency Enhancement project.
• Analyzed factors affecting fuel efficiency in plant and field level and suggesting counter measures. Released a booklet on "Secrets of Fuel Economy" as team.
• Ensure product quality and service standards as per the specified quality standards.
• Conducted Free Service Campaigns. Provided technical guidance to the Dealer Technicians to increase efficiency and thus, profitability.
• Responsible for Service Support in Eastern Region, handling warranty complaints.
• Supporting OEM's in service campaigns & obtain product feedback
• Assisted OEM dealers in identifying and rectifying the problems.
• ASC Network expansion
• Business development through ASC
• Conducted training programs for Dealer Team to create knowledge & awareness
Responsible for Shop Floor productivity
Job allocation to technicians & quality monitoring
• Responsible for service support for Northern Region
• Conducted lube trails in OEM's & Industries, In-service monitoring, Attending customer concerns, Technical support to Marketing team & R&D Education Languages
• Identified customer requirements, Supported R&D for developing new products and brought new orders
Taken care of Service Operations Responsible for - Business development - Resolving customer complaints - Spare parts inventory management
• Taken care of Service reception, Shop floor & Quick Service activities.
• Fault diagnosis & rectification, Ensuring quality job & Handling team of technicians.
Post Graduate Diploma in Management with Marketing Specialization
D.M.E. (Mechanical) 1995 Annai Velankanni Polytechnic, Panruti: 84% with Distinction