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Manager - FFT & Process Excellence
2 months ago
Company:
Mahindra & Mahindra Ltd Responsibilities & Key DeliverablesTrain and Develop Dealer Manpower and Ensure Adherence to Processes in the designated State which is managed through the AO.Build Customer Satisfaction by focusing on Process Adherence.Review the Pre Sales, Post Sales Reports, Composite Sales Satisfaction Scores and Mystery Audit reports to identify the gaps in Process Adherence.Review the adherence to Sales Story and Test Drives.Review the adherence of Process Circulars and Guidelines - Conduct Root Cause Analysis/ANALYSE CUSTOMER VOICE to identify the factors impacting Customer Satisfaction.Validate the Composite Action Plan for Dealerships to ensure Process Adherence in partnership with ASM.Update the Dealerships and ASMs on changes in the Process and address doubts.With the beginning of Digitization, several processes will get impacted. The MFFT will play a key role in integrating these changes in the Dealership.Share any key insights from reports such as TB, Presales, and Composite Sales Satisfaction Scores with the respective Dealership and ASM - Coach the SSI Champion, Delivery In - charge and Home Installation Executive on the various Sales Related Process Parameters.Concern Management/monitor and control in reducing concerns SSI events.Review of low performing dealers in terms of composite scores, proprietary scores, JDP syndicate scores and crusade RandR competition benchmarking for continuous process improvement activities CSAT improvement commercial vehicles.Develop Dealer Manpower.Identification of Training and Development Needs for the Dealership Manpower (Both Functional and Leadership.Create the Training Calendar for the month by evaluating needs from the MILE Portal, Dealership Requirements and Area Office Inputs.Create the plan for the Retainer Trainer to cover the Trainings as per the Calendar.Review the coverage on a monthly basis. The plan should adhere to the Accepted Budgets - Guide the Retainer Trainer on the Training Calendar for the month. Review Utilization of Retainer Trainer on a regular basis.Evaluate the Retainer trainer based on the feedback from stakeholders (trainees, Drona, Dealer HR, Dealer Leadership.Certify Manpower as per the Criteria to determine Manpower Quality. Evaluate Manpower on the Job to determine Manpower Quality.Coach Dronacharya so that he/she is able to train and coach the Manpower on the job and conduct product trainings.Review the Dealer HR with respect to the induction of New Manpower (Parichay) as per the defined process.Review the Retainer on the Various Performance Parameters.Accountable for enhancing the productivity of the Key Manpower and Dealer HR.Engage and Retain Dealer Manpower.Manpower Adequacy: Review the Dealership HR on Manpower Adequacy and Quality and the HR practices at the Dealership.Review the Dealership on the quality of HR Practices. Coach the Dealer HR on effective HR practices, employee engagement initiatives, Reward and Recognition practices and building a Culture of Agility and Responsiveness, Vibrancy and Passion.Preferred IndustriesEducation QualificationMBA; Bachelor of EngineeringGeneral ExperienceMust have more than 4 years of experience in Training/Sales/Customer Care/ HRCritical ExperienceSystem Generated Core SkillsCapability BuildingCustomer SensitivityConsumer FocusManpower ManagementDealer Relationship ManagementDesigning Customer ExperienceEmployee EngagementManpower PlanningMarket IntelligencePerformance ManagementProduct Knowledge & ApplicationProduct Knowledge - IC Engine VehicleTraining & DevelopmentService OrientationService ManagementSystem Generated Secondary Skills
