Manager- Process Excellence

Purpose of the Role

The Process Excellence Manager will drive process adherence, continuous improvement, and root cause analysis across the dealership network to ensure consistent delivery of defined customer journeys and improve overall customer experience outcomes. The role will work closely with field teams, dealers, training teams, and CX analytics to identify process gaps, diagnose systemic issues, and drive corrective actions.

Key Responsibilities

1. Process Adherence & Governance

• Monitor adherence to defined customer journey processes across dealerships.
• Conduct process audits and field validations to ensure correct implementation.
• Identify deviations from standard operating procedures and recommend corrective actions.
• Partner with field teams to ensure consistent execution of CX processes.

2. Root Cause Analysis (RCA)

• Analyse customer complaints, VOC insights, and operational data to identify systemic process gaps.
• Conduct structured root cause analysis for recurring customer issues.
• Identify linkages between customer complaints and process breakdowns in the field.

3. Process Improvement & Transformation

• Work with journey design and CX teams to redesign or improve processes impacting customer experience.
• Simplify dealership processes to improve adoption and efficiency.
• Ensure improvements are translated into clear SOPs and operational guidelines.

4. CX Data & Insight Generation

• Track key CX metrics such as:
• Customer complaints per 1000 vehicles (CC/1000)
• Repeat complaints
• Test drive experience adherence
• Process compliance scores
• Generate insights to help leadership understand systemic process challenges impacting CX.

5. Field Implementation Support

• Work with regional teams to drive implementation of process improvements across dealerships.
• Support dealers in understanding and adopting new CX processes.
• Conduct periodic reviews with field teams to ensure sustained adoption.

6. Cross Functional Collaboration

• Work closely with:
• CX Transformation team
• Dealer Capability & Training teams
• Contact Center
• Field operations
• Digital / CRM teams

to ensure CX processes are aligned and effectively executed across all touchpoints.

Key KPIs

• Reduction in repeat customer complaints
• Improvement in process adherence score across dealerships
• Reduction in CX process related complaints
• Implementation of process improvements across key journeys
• Improvement in key identified journeys such as test drive, new vehicle delivery and showroom journey adherence