Manager - Service Excellence & Projects

Role & 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