Mumbai Manager Service Strategy MUMB

Responsibilities & Key Deliverables

• Functional areas covered: After Sales and Service Processes
• Responsible for driving service excellence by working closely with the field work force to drive customer centric changes and processes.
• Expert in functional analysis and documentation of requirements including logics, designs, visualisations etc. with the functional teams
• Enabling achievement of business objectives through effective management of the After Sales and Service Digitization platform.
• Driving operational excellence for the platform while ensuring highest quality standards.
• Defining the vision for the platform and building the operational roadmap to achieve the vision.
• Understanding & representing dealer needs while demonstrating subject matter expertise in dealer After Sales operations.
• Driving adoption & effective usage of the platform amongst various user groups.
• Ensuring adherence to regulatory & compliance requirements.
• Driving sprint planning & requirement grooming with the dealer team
• Involvement in testing & validating acceptance criteria and signing off for deployment
• Building & implementing go to market strategy for new processes / platforms
• Supporting user trainings & workshops in event of major changes
• Working on advanced analytics and AI-driven use cases

Preferred Industries
Automotive Industry
Education Qualification

Bachelor of Engineering; Bachelor of Engineering in Mechanical Engg.; Bachelor of Engineering in Production Engg.; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile

General Experience

3-7 Years in Automobile Industry

Critical Experience
Experience as both a Field Service professional and a Head Office Service professional (covering service strategy, customer experience, and service digitization) is preferred.
System Generated Core Skills
Consumer Focus
Manpower Management
Dealer Relationship Management
Designing Customer Experience
Financial Management
Identifying Customer Needs
Market Intelligence
Product Knowledge & Application
Project Management
Relationship Management
Service Management
Service Planning
Warranty Management
Market Acumen
Capability Building
Service Quality
System Generated Secondary Skills