Sunil Kumar, General Manager Operations

Sunil Kumar

General Manager Operations

Auto Rent Car Service (a Suhail Bahwan Group)

Lieu
Émirats Arabes Unis - Dubaï
Éducation
Master, MBA - Marketing
Expérience
24 years, 10 Mois

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Expériences professionnelles

Total des années d'expérience :24 years, 10 Mois

General Manager Operations à Auto Rent Car Service (a Suhail Bahwan Group)
  • Émirats Arabes Unis - Dubaï
  • décembre 2019 à juin 2020

Auto Rent Car Service (ARCS) - Multi-Brand Car Service & Repair Network from the Suhail Bahwan Group Oman, the leader in the automotive industry renowned for delivering excellence in customer’s service.
ARCS across a one-stop facility for Quick & Quality car services and repairs with highly skilled and trained professionals using the latest technology and advanced equipment.
ARCS is the result of insights based on years of automotive experience coupled with in-depth research based on consumer expectations.

Roles:
 Managing a team of 128 people with multiple workshop PMGR/Body & Paint, and PDI center.
 General Manager cum Country Head: UAE, Automotive service business at ARCS (Suhail Bahwan Group) - UAE’s largest Multi-Brand service network.
 Profit Center Head - Responsible for operations, Business development, Network expansion etc.

Head Of Operations à K E Kanoo Group
  • Bahreïn - Manama
  • juin 2019 à décembre 2019

 Overall responsible of managing Service Operations while achieving top line profitability.
 Played a key role in streamlining the SOPs thus enhanced operational effectiveness.
 Involved in conducting monthly analysis of key performance indicators like Productivity, Efficiency, Labour utilization, Labour & Service Parts Sales, Labour & Service parts Gross Profit, Labour & Service Parts Sales per Repair Order, Labour & Service Parts Sales per bay per day, Appointment Rate and Warranty Handling, etc.
 Managed a team of 105 people with multiple workshop PMGR/Body & Paint, and PDI center.

Dy General Manager - After Sales à T&T Motors Pvt Ltd
  • Inde - Delhi
  • mars 2016 à mai 2019

Managed a team of 125 people.

As a Deputy General Manager (DGM - Customer services) my role includes:

 Full responsibility of P&L for 3 locations (Handled 48 bays includes PMGR/BP/PDI).
 Develop the After-Sales business strategy and monitor regularly the performance of the branch against the budget.
 Reviewing trends and Define the market segment and develop marketing plan.
 Set and monitor business targets related to CSI scores
 Develop and maintain a system to continuously improve customer satisfaction
 Implement improvement measures and develop customer-care programs on the basis of the CSI report
 Monitor performance of workshop, parts department, reception office and provide guidance whenever is needed.
 Review the reports on quality control
 Develop and maintain relationship with customers (e.g. government bodies, fleet owners, insurance companies etc)
 Analyse the present market shares and customer vehicle retention
 Evaluate the activities from the major competitors and also implement market specific-strategies and measures with the support of Marketing and CRM department for the exploitation of business potential
 Manage the performance of subordinates by setting targets and monitoring results.
 Determine training needs and secure suitable training.
 Ensure full participation and certification as per DRS requirements.
 Provide continuous guidance, support and feedback to subordinates.
 Facilitate a working environment for good employee satisfaction.
 Budget the manpower and Involve in recruitment.

After Sales Manager à Al Futtaim Motors
  • Émirats Arabes Unis - Dubaï
  • avril 2014 à janvier 2016

Planning, organizing & controlling of retail service.
• Ensuring creation of Monthly Service Management report.
• Development of service revenues, control of costs & profitability.
• Ensuring high standards of Quality & customer care in the service area.
• Controlling staffing issues (vacation planning, establishing responsibilities, discipline, leadership & motivation & training.
• Establishing service organization & work procedures.
• Ensure flow of information & communication with other departments.
• Handling of customer complaints & management level enquiries.
• Ensure safety in the workshop.

Senior Service Manager à Al Futtaim Motors
  • Émirats Arabes Unis - Dubaï
  • septembre 2012 à mars 2014

Responsible for the delivery of budgeted After sales, net profits, growth, operational excellence and employee performance of branch.
• Responsible for the planning, development and implementation of aggressive and innovative After sales and marketing policies/programs with a view to ensure adequate penetration.
• Direction and administration of all business, After sales and marketing operations and administrative functions to achieve outstanding results for all the division.
• Staff appraisals and Training.
• Responsible for implementing Toyota After Sales Dealer Operations Standards within the Branches ..
• Responsible for maintaining optimum inventory levels.

Service Manager à Saud Bahwan Group
  • Oman - Muscat
  • novembre 1998 à août 2012

Responsible for the delivery of budgeted After sales, net profits, growth, operational excellence and employee performance of branch.
• Responsible for the planning, development and implementation of aggressive and innovative After sales and marketing policies/programs with a view to ensure adequate penetration.
• Direction and administration of all business, After sales and marketing operations and administrative functions to achieve outstanding results for all the division.
• Staff appraisals and Training.
• Responsible for implementing Toyota After Sales Dealer Operations Standards within the Branches ..
• Responsible for maintaining optimum inventory levels.

Asst. Service Manager à Sikand & Co
  • Inde - Delhi
  • décembre 1996 à novembre 1998

Head a team of qualified professional and technicians constantly working to achieve the target set by management Labour earnings, shop floor productivity, trouble shooting, warranty handling and customer satisfaction.
 Liaison with the principals on technical issues, product feedback, manpower training and implementation of system devised by the principal and management.
 Liaison with the government and non government organization to ensure smooth operation of workshop.

Service Engineer à Mithila Motors Ltd
  • Inde - Patna
  • août 1995 à décembre 1996

Responsible for overall trouble shooting, imparting training to technician, warranty handling and labour revenue while maintaining the customer satisfaction at all level.

Éducation

Master, MBA - Marketing
  • à Bharthidassan University
  • octobre 2013
Baccalauréat, B.E. Automobile
  • à Gulbarga University
  • mars 1995

Specialties & Skills

Business Development
Dealer Management
Customer Service
Service Operations
Branch Management
Spare Parts Operations
Strategic Planning
Training/ Skill Development
Business Development
Service and Body Paint Operations
Technical Support

Langues

Anglais
Expert
Arabe
Moyen
Hindi
Langue Maternelle

Formation et Diplômes

Conflict Management (Formation)
Institut de formation:
Automotive training Academy Al Futtaim Motors, UAE
Date de la formation:
February 2013
Durée:
24 heures
Zodiac Finance (Formation)
Institut de formation:
Al Futtaim Motors, UAE
Date de la formation:
June 2013
Durée:
32 heures
Hi-Tech/ Diag. Course from Chassis Diagnosis IT-II (Formation)
Institut de formation:
Toyota Motor Corporation,Bahrain
Date de la formation:
September 2004
Durée:
56 heures
General Orientation course at AOTS Japan (Formation)
Institut de formation:
AOTS Japan
Date de la formation:
September 2003
Durée:
56 heures
Advance training on Electronically Controlled Transmission (Formation)
Institut de formation:
Saud Bahwan Group, Oman
Date de la formation:
March 2001
Durée:
40 heures
Toyota Industrial Equipment Technical Service Training (advance course) (Formation)
Institut de formation:
Toyota Motor Corporation,Japan
Date de la formation:
September 2003
Durée:
176 heures