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