Manager - Field Force Transformation

Responsibilities & Key Deliverables

Build Customer Satisfaction by focusing on Process Adherence: 

-    Review the Pre – Sales, Post Sales Reports, Composite Sales Satisfaction Scores and Mystery Audit reports to identify the gaps in Process Adherence 
-    Review the adherence to Sales Story and Test Drives. 
-    Review the adherence of Process Circulars and Guidelines - Conduct Root Cause Analysis/ANALYSE CUSTOMER VOICE to identify the factors impacting Customer Satisfaction
-    Validate the Composite Action Plan for Dealerships to ensure Process Adherence in partnership with ASM
-    Update the Dealerships and ASMs on changes in the Process and address doubts
-    Digitization - With the beginning of Digitization, several processes will get impacted. The MFFT will play a key role in integrating these changes in the Dealership.
-    Share any key insights from reports such as TB, Presales, and Composite Sales Satisfaction Scores with the respective Dealership and ASM - Coach the SSI Champion, Delivery In - charge & Home Installation Executive on the various Sales Related Process Parameters. 
-    Concern Management/monitor & control in reducing concerns SSI events
-    Review of low performing dealers in terms of composite scores, proprietary scores, JDP syndicate scores & crusade R&R competition benchmarking for continuous process improvement activities CSAT improvement – commercial vehicles.

2.    Develop Dealer Manpower: 

-    Identification of Training & Development Needs for the Dealership Manpower (Both Functional and Leadership
-    Create the Training Calendar for the month by evaluating needs from the MILE Portal, Dealership Requirements and Area Office Inputs.
-    Create the plan for the Retainer Trainer to cover the Trainings as per the Calendar. 
-    Review the coverage on a monthly basis. The plan should adhere to the Accepted Budgets - Guide the Retainer Trainer on the Training Calendar for the month. Review Utilization of Retainer Trainer on a regular basis.
-    Evaluate the Retainer trainer based on the feedback from stakeholders (trainees, Drona, Dealer HR, Dealer Leadership)
-    Certify Manpower as per the Criteria to determine Manpower Quality.  Evaluate Manpower on the Job to determine Manpower Quality 
-    Review the Retainer on the Various Performance Parameters 
-    Accountable for enhancing the productivity of the Key Manpower and Dealer HR.

3.    Engage and Retain Dealer Manpower: 

-    Manpower Adequacy:  Review the Dealership HR on Manpower Adequacy and Quality and the HR practices at the Dealership.
-    Engage Dealer Manpower:  Review the Dealership on the quality of HR Practices. Coach the Dealer HR on effective HR activities, employee engagement initiatives, Reward & Recognition practices and building a Culture of Agility & Responsiveness, Vibrancy and Passion. 
-    Rollout of the Employee Satisfaction Survey at the Dealership and identification of root causes impacting the Dealership. Accountable for the Action Plan for the Dealership. 
-    Discuss any key employee issues with the Dealership Leadership and provide ideas on possible solutions. Create Manpower Dashboards and share with the Respective Regional Manager and Dealer Principals.

Experience

Education: Any Graduate + MBA [BE + MBA), Preferred

Experience: Must have more than 4 years of experience in Training/Sales/Customer Care/ HR

Industry Preferred

Automobile sector