Mithun Mohan Email & Phone Number

Dubai, AE

Dubai, United Arab Emirates

• Design, Align and Implement Quality strategy and roadmap for Customer Experience Improvement of all AFA aftersales dealerships (UAE & International Markets)
• Develop Operations Excellence Strategy in alignment with automotive aftersales leadership and facilitate the subsequent deployment in all 60+ dealerships.
• Drive and steer Continuous Improvement for Customer Journeys.
• Be the key enabler & product owner for digital & system development projects to offer seamless customer journeys & employee experience.
• Support on annual cost savings targets by identifying the potential opportunities and implement improvement actions.
• Launch and lead quality improvement programs & OEM Dealer development programs at each respective brand networks (Toyota/Lexus/ Honda/ Stellantis/ Volvo)

Dubai, United Arab Emirates

• Implementation of quality systems and models required for developing organizational performance by ensuring high level of Customer Experience and optimizing process maturity level.
• Builds, maintains, and leverages relationships across BU’S to identify opportunities for process improvement and facilitate the implementation of measurement and management systems.
• Leads cross functional teams in defining current processes/systems; identifies target condition; establishes plans to close the gaps; and coach’s teams to successfully implement changes.
• Act as key point of contact with Principal for all aftersales areas and engage relevant business function to prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with.

Dubai, United Arab Emirates

• Define after-sales process standardization direction and ensure its implementation in Retail Network including Process re-engineering to bridge the gaps.
• Assist Management in developing strategic initiatives and action plans to achieve objectives set for Customer Experience Improvement (NPS).
• Own the deployment of aftersales dealer development programs in consultation with TMC Service Management/ Field Operations Division.
• Assist GM After sales in developing and executing digital business strategy & road map to support business transformation.
• Drive continuous improvement in after sales customer journey by evaluating emerging digital tools & systems. Support development and continuous Piloting of Process Improvement tools.
• Manage all the digital/ system improvements projects in coordination with Automotive Centre of Excellence, & EIT.

Dubai Festival City, Dubai, United Arab Emirates

• Planning & Execution of Kaizen Programs across the aftersales network in UAE.
• Cultivate Kaizen Culture across network through TBP/SGA activities towards Associate Engagement.
• Rollout the Pilot or National Projects with strong engagement with retail teams [TY &LX] to ensure Successful Implementation and Results achievement.
• Train and coach the Distr. / Branch Kaizen Team through on the job development to improve and strengthen the Skill Level.
• Plan and implement BRIT Program inline with Business goals and objectives.

• Act as window between Distributor & TMC Overseas Service Division for setting yearly & Mid- Range CS targets and conducts periodic reviews.
• Oversee the implementation & sustainment of Toyota Customer Service Workshop Management Program in all service branches.
• Support management in value chain enhancement activities as a part of the Customer Service Mid Range Plan and Value Chain Master Plan.
• Led the ERP transition project for aftersales by ensuring acceptance & satisfaction from all level of users by abiding SAP core functionalities.
• Develop Service marketing campaigns targeting different segment of customers jointly with group marketing department.
• Implementation of Parts Operation Kaizen activities at Service branches by coordinating with Group Parts Division.

• Responsible for Service Process Optimization & establishment of Standard Operating Procedures across the network.
• Managing a team of field representatives to ensure that all service branch operations are in line with standard operating procedures and company policies.
• Enhancement of Dealer Business Management System by anticipating business requirements.
• Manage the Maintenance Reminder activity at all service branches to improve the overall customer retention.
• Service KPI Management.

• Implementation of Toyota Advanced program for Express Maintenance & Maintenance Reminder System.
• Periodic review of process & business KPIs to identify the areas needs improvement.
• Assisting & monitoring customer satisfaction at branches based on the results of CS Surveys.
• Ensures that all the after sales service branches are operating smoothly according to company policy & procedures.

• Support Service Managers to develop kaizen strategies based on their operational requirements.
• Lead the team of TSM promoters & evaluators at service branches.
• Develop Kaizen tools/procedures to improve workshop operations and train employees for the effective implementation.

• Audit Service branches regularly in line with TSM (Kodawari, Advanced) programs & report results to TMC.
• Conduct training programs for Service Advisors & Maintenance Reminder staff.

Executive Management Development Program, Digital Strategy And Transformation

Master Of Business Administration (M.B.A.), Business Administration, Management And Operations

Bachelor Of Technology - Btech, Mechanical Engineering, First Class