Manager - Service Excellence & Projects

Daimler India Commercial Vehicles Pvt. Ltd.; Chennai District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Daimler India Commercial Vehicles Pvt. Ltd. is seeking a process-driven professional to own the DMS Service Module, define workflows, and coordinate with IT, vendor and business stakeholders for rollout and issue resolution.

You will drive information management, reporting, and dashboards (DWM) for business reviews, and define retail KPIs with ongoing monitoring and audits to improve dealer operations. The role also covers service initiatives, policy updates, and special vehicle project

Responsibilities

• Identify DMS requirements, define process/work-flows, prepare BRD, align with vendor on solutioning, conduct UAT, dealer training and rollout
• Coordination with DICV IT, vendor and business stake holders for resolution of dealer operational issues
• Maintenance of DMS masters, process optimization
• Identification of various business reports, design report output, taking up with vendor for development, testing and rollout
• Creation of DWM dashboards for business review and monitoring
• Define retail KPIs, set targets, monitor and reporting for business steering
• Analyse retail business performance and prepare necessary documents for various management review forums
• Define workshop process, create process document and update it in portal
• Create business policies/amendment of existing policies based on the requirement and tracking
• Identify the gaps in the process and actual status by conducting audits and taking up with the regions for improvement
• Identify soft skill requirement of the retail team and taking up with the stake holders for fulfilling the needs
• Monitor Service and vehicle retention, identifying the gaps, rollout and monitor various initiatives for improving in association with field team
• Drive various CS Transformation projects initiatives for business improvement
• Organize Regional-HQ review meetings for business steering
• Ensuring aftersales deliverables in product projects for special vehicle projects

Job description

Role & responsibilities

1. Process Owner of DMS Service Module

Identify DMS requirements, define process/wok-flows, prepare BRD, align with vendor on solutioning, conduct UAT, dealer training and rollout

Coordination with DICV IT, vendor and business stake holders for resolution of dealer operational issues.

Maintenance of DMS masters, process optimization

2. Information management & Reporting

Identification of various business reports, design report output, taking up with vendor for development, testing and rollout

Creation of DWM dashboards for business review and monitoring

Define retail KPIs, set targets, monitor and reporting for business steering

Analyse retail business performance and prepare necessary documents for various management review forums

3. Service Excellence Project

Define workshop process, create process document and update it in portal

Create business policies/amendment of existing policies based on the requirement and tracking

Identify the gaps in the process and actual status by conducting audits and taking up with the regions for improvement.

Identify soft skill requirement of the retail team and taking up with the stake holders for fulfilling the needs

4. Service Initiatives:

Monitor Service and vehicle retention, identifying the gaps, rollout and monitor various initiatives for improving in association with field team

Drive various CS Transformation projects initiatives for business improvement

Organize Regional-HQ review meetings for business steering

5.Special Vehicle Projects

Ensuring aftersales deliverables in product projects for special vehicle projects