Manager - Process Excellence

Responsibilities & Key Deliverables

• Enhance customer experience and delight by continuously refining the current sales process and implementing innovative processes. 
• Introducing new or modified processes through competitive benchmarking, creating SOP and Process Circulars to ensure field team alignment and adoption.
• Ensuring the effective implementation and monitoring of Sales Process Input KPIs across all PAN India locations, driving sales excellence and business growth.
• Collaborating with the process trainer to create effective training content and guarantee that the dealership workforce adheres to the set processes.
• Conduct Root Cause Analysis and analyse customer feedback to identify factors affecting customer satisfaction, then create and implement a process improvement plan to enhance customer delight.
• Supporting dealerships and RO teams to improve process adherence. Reviewing critical KPIs and identifying gaps at dealerships/ROs with low adherence.
• Collaborate with ADC, the field team, and other internal stakeholders to design digital tools. This role will be responsible for conceptualizing, developing with ADC, testing, and overseeing the go-live process.
• Adequate understanding of Enquiry Management Systems, Dealer Management Systems, and Connected Car Operations.

Preferred Industries

Education Qualification

MBA; Bachelors of Technology; Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Agriculture

General Experience

10-15 Years of relevant experience of Channel Development

Critical Experience

10-15 years of relevant experience handling team of 5-8 Channel Managers.Knowledge of Digitization of Systems and on boarding of Dealership.Good financial and commercial acumen and understanding of Dealership life cycle

System Generated Secondary Skills