
Operations Manager
3 days ago
As a senior operations manager, you will play a pivotal role in driving dealership profitability and excellence. Your primary responsibilities will include planning and executing service targets, identifying service gaps, and promoting the sales of Bajaj Genuine Spares and Oil.
Key Responsibilities:- Planning and monitoring dealership performance to achieve service targets
- Execution of service network expansion activities, including primary and secondary networks
- Identification and recommendation of new dealer workshops/branches
- Promoting referral sales through effective service support
- Handholding dealers for customer retention and overall dealership profitability
- Guiding dealers in region with respect to monitoring & handling dealer network
- Identifying training requirements and organizing training for dealership manpower
- Gathering and disseminating market intelligence by tracking competitor products and services
- Coordinating with dealers in manpower recruitment for workshops
- Executing projects in area as determined by RSM/H.O. from time-to-time
- Initiating marketing programs/BTL activities in assigned region and monitoring customer service to achieve service objectives and customer satisfaction
- Kaizens and Stock planning & correction
- Ensuring adherence to company s service standards by all dealer workshops & branches across the region
- Implementation of Total Productivity Management way of working
- Implementation and audit of Service Quality Systems
- Conduct Dealer Service Standard (DSS) audit and ensure 100% compliance of all dealers; initiate corrective actions for non-conforming dealerships
- Working on reduction in service turn-around time and number of repeat jobs, minimizing cost/time deviations etc.
- Enhancing customer satisfaction levels in all dealer workshops
- Guiding dealers in speedy resolution of critical customer issues and working for prevention of such issues
- Coordinating with service support team for speedy resolution of customer complaints on company website and consumer forums/legal cases
- Continuously getting feedback about product performance & product failures, performing root cause analysis, and updating manufacturing and R&D teams through RSM
- Involving in planning and executing new product launches and conducting pre-launch field trials
This is not an exhaustive list and could evolve with changing needs & priorities of the organization
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