• Drive After Sales Business Development Initiatives to achieve business growth (service & parts) and customer satisfaction across key Middle East & levant markets.• Monitor and review Business plan and actions with distributors• Drive field Campaigns and monitor completion and success rates (Business, CR and Technical)• Drive Retail Business Growth (Service & Parts) through Customer Centric and Product Centric approach with focused Customer Retention Initiatives. • Customer complaint management and closure review• CRM Initiatives to improve Sales, CX & Retention levels• Improve CSI & NPS KPIs and develop/strengthen distributor CX structure • Drive customer quality programs• Support Cross Functional Projects with other Depts

Strategy & Planning• After Sales Strategic Planning to achieve parts sales targets and secure profitability through KPI analysis • Develop Customer Journey Mapping Guidelines through VOC analysis, competitor survey and mystery shopping• Commercial development on service and parts• Root Cause analysis and PDCA approach actions• Lead and build strategy to improve MG Standards, service retention, Gross profit, Service capacity and parts sales• Development of marketing program and campaigns• Market Analysis to build and design aftersales strategiesBusiness Management & Operations • Drive After Sales Business Development Initiatives to achieve business growth (service & parts) and customer satisfaction across key Middle East & levant markets.• Monitor and review Business plan and actions with distributors• Drive field Campaigns and monitor completion and success rates (Business, CR and Technical)• Drive Retail Business Growth (Service & Parts) through Customer Centric and Product Centric approach with focused Customer Retention Initiatives. • Customer complaint management and closure review• CRM Initiatives to improve Sales, CX & Retention levels• Improve CSI & NPS KPIs and develop/strengthen distributor CX structure • Drive customer quality programs• Support Cross Functional Projects with other DeptsAftersales Marketing• Development of marketing program• Laise with marketing agencies in production of marketing program material• Review and analysis performance of digital marketing Compliance and Audits• MG Dealer operational standards and Audits • Business, Spare Parts, Warranty, Technical and Quality KPI Network and Training• Network Development and Expansion on Aftersales • On job training for non-technical enhancements programs• Trainings on standards and repair operations

Operations & Business• Analyze KPI Reports, Strategy & Proposal, Budget, Target setting and Business Plans to guide on profitability and customer satisfaction.• Dealer development and improvement programs, technical support and CS Strategies to dealers.• KPI Management, Dealer Presentations and Principal data managements for enhancement activities and proposals.• Conduct research to identify business gaps and identify solution through detailed Data Analytics.• CSI, VOC and business review of dealers with action plan and countermeasures to achieve high customer satisfaction.Audit, Process and compliance• Infrastructure, Systems, process and compliance related audits in dealer workshops• Kaizen operations activities across dealers• Implementation of Kodawari (Dealer Standards of Toyota & Lexus)Network Supports• On job training support to dealers, root cause analysis and small group activity by PDCA approach• VOR support and lean stock management of parts• Technical supports and trainings• Supplier co-ordination on new products and advanced trainings/Complaints• Repair Quality Analysis, countermeasure, and action plans

Operations & Business• Qualitative, quantitative, Business review and actions• Target setting and budget preparation as profit center Head.• Facility, staff review, Technical support and CS Strategies.• Collaborative working relationship at all levels.• Streamlining the service systems and developing new systems for enhancing efficiency.• Spare parts inventory on smooth execution of service operations.• Coordinating with the principals for providing product performance reports• Implementing the strategies to achieve the business targets for the sales revenue, gross margin and net profit through the operation.• identify new business opportunities within the region.Customer care• Implementation and rollout of Pilot Projects from Toyota • CSI- Improve Process to enhance the Customer Services Associate care• Associate engagement levels to keep high through constantly engaging associates• Lead and develop a strong performing team capable of achieving changing customer expectation

Body & Paint OperationsService Operations Strategy Planning Marketing StrategiesBudget ForecastingPolicy Development People ManagementTime Management

Body and Paint OperationsNon insurance accident operationsSkill AnalysisTime bookingIncentive finalization

Customer Care.Customer Appointments, Job card opening. Job description. Labor sales and parts sales enhancement, up-selling etc.Accident vehicles survey and settlement. Customer complaints resolving, Initial test-drive and understand customer complaints etc.Preparing estimates for accident vehicles for insurance companyTime booking of mechanics.Input or amendment of parameters like flat rate times, labor rates, discount structures, employee codes, etcob card invoicing and closing using SAP Software

Workshop floor management and supervision.Assisting the entire workshop Conducting the training as per the service bulletinLead a team of 4 Technicians and 6Asst. technicians for the Mechanical repair section of the workshop.Lead a team of 5 Body shop denters and 10 Painters for the Body repair section.Technician time booking and allotment of jobs.Job card tracking and monitoring for parts and labor.Job card closing by G.D.M.S Soft wareAssist the service advisors to achieve the labor and parts targets individually and for the entire workshop.Responsible for collecting, compiling, analyzing & presenting Service Division related financial & non-financial facts & figures.Provide basic facts & figures to produce monthly Board Report on time.Monitor financial aspects of Service Contracts & validate Incentive claims.Conduct in-house audit on Branch workshops & cashiers from time to time.Collate customer satisfaction responses countrywide & produce management report highlighting strengths & weaknesses Branch wise & Countrywide.Input raw data related to annual budgets, produce refined form of Budget & analyze. Subsequently involve in Budget reviews.Input or amendment of parameters like flat rate times, labor rates, discount structures, employee codes, etc.

Customer Care.Customer Appointments, Job card opening. Job description. Labor sales and parts sales enhancement, up-selling etc.Customer complaints resolving, Initial test-drive and understand customer complaints etc.Job card – mechanic work scheduling and allotment. Time booking of mechanics.Job card invoicing and closing using Hyundai proprietary software (Global dealer management systems.Job card invoicing and closing using GDMS Software