Service Business Manager - Automotive Dealership Operations
Mahindra And Mahindra Limited
Work from Office
Full Time
Min. 3 yearsJob Description
Service Business Manager
Responsibilities & Key Deliverables
The SBM role exists to improve dealer profitability / viability & ensure to customer satisfaction through capability building of delaership manpower, workshop process adherance & adherance to dealership CI norms in their assigned dealership.
- Dealer Manpower availability, training plan for dealership, %age trained, %age certified.
- Adherance to M&M CI norms
- Ensure Customer satisfaction in the state by CAPS improvement / NPS Score, DHC, C8, CCCF/1000, escalations, customer engagement programs etc - Speed & quality of concern closure ( Escalated concerns/ PSFs)
- Workshop Processes & Mgmt Systems - Ensure process parameters in place at workshops, adhering to Business Development Process, DMS, QLIKVIEW, Shop Floor Process, defining Dealer Role Holder Responsibility, Review & Recognition
- Dealership Profitability - Ensure target achievement by adhering to to yearly Business Plan, Customer Retention, Qwik & Mech Bay Productivity, Bodyshop quality & efficiency, allied business.
- Channel reach & Manpower adequacy - Creation of new service points ( MDSCs/ MASCs/ MMTs), % of FTs with Serive reach, Training Plan Development & Adherence, Training Scores, Training Module, CoTEK Inhouse Training.
- Dealership Satisfaction Score
Experience
Core Automotive customer care experience of 3-8 years
Industry Preferred
Automotive
Qualifications
Graduate in Mechanical/ Automobile/ Mechatronics Engg
Experience Level
Mid LevelJob role
Job requirements
About company
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