Cluster Business Manager - Service

Responsibilities & Key Deliverables

Deliverables

Lead a team of Customer Care Managers, Share and implement best practices to achieve a high level of customer service, Drive faster closure on corrective advice for field vehicles (service actions), Dealer Management (Dealer Satisfaction), Monitor customer complaints and warranty issues, Strive to exceed the CSI, Escalate any surge in any field issues to PVT, Ensure all business aspects in place, Ensure quick closure of customer concerns, Ensure implementation of service processes at channel partners, Customer Retention, Channel Development & Expansion (Primary, Secondary and Tertiary), Driving Turn Around Time, Feedback on company as well as competitors' products, Capability Building of Dealer Manpower, Fleet Management, Ensure execution of spare parts order by all channel partners for sufficient inventory, Guide channel partners for manpower/facilities/equipment optimization, Ensure profitability of workshops of channel partners, Service campaigns, Creating systems to ensure first time right service, Train the team on the aspects mentioned above

Work Experience

• 10+ Years

Functional Areas of Expertise:

Dealer Management, Familiar with managing customer relationships and quality services, Efficiency in ensuring proper implementation of services framework, Proficiency in planning and organizing work to meet expected outcomes, MS Office proficiency, Service Planning, Ability to stay abreast with the latest technological advancements

Ideal candidate should have:

Analytical mindset, Good communication skills, Sense of time management, Result-orientation, Good Team handling, Interpersonal skills, Agility with discipline, Accountability for results, Exponential synergy, Proactiveness, Strategic Foresight

Preferable industries

• Automobile Aftermarket

Preferred Industries

Education Qualification

General Experience

Critical Experience

Mahindra Leadership Competencies

Strategic Business Orientation_Business Perspective

Strategic Business Orientation_Anticipating and Leveraging Business Opportunities

Strategic Business Orientation_Strategic Foresight

Strategic Business Orientation_Global mind-set

Leadership through Sustainability_Strategize around,Sustainability Drivers

Leadership through Sustainability_Frugal mind set

Leadership through Sustainability_Stakeholder focus

Leadership through Sustainability_Triple Bottom Line Sensitivity

Customer Focus_Customer Sensitivity

Customer Focus_Customer Delight

Customer Focus_Service Orientation

Innovation Led Transformation _Idea Orientation

Innovation Led Transformation _Change catalyst

Innovation Led Transformation _Risk Taking with Responsibility

Result Orientation with Execution Excellence_Effective Project Management

Result Orientation with Execution Excellence_Passion for Quality

Result Orientation with Execution Excellence_Accountability for results

Result Orientation with Execution Excellence_Agility with discipline

Leveraging Human Capital_Exponential synergy

Leveraging Human Capital_Team development

Leveraging Human Capital_Entrepreneurial engagement

Leveraging Human Capital_Appreciating diversity

Weaving Passion and Energy at Work_Being Passionate about work

Weaving Passion and Energy at Work_Working without Barriers

Weaving Passion and Energy at Work_Blending Fun with work

Weaving Passion and Energy at Work_Learning from Failures

System Generated Core Skills

Product Management

Relationship Management

Influencing Skills

Conflict Management

System Development

Six Sigma

Process Management

Production Planning

Product Planning

Service Initiatives & Campaigns

Talent Acquisition

System Generated Secondary Skills