Immanuel S

Results-driven Operations Manager with 9+ years of progressive experience spanning run operations, application portfolio management, field service delivery, and vendor governance within the automotive and mobility sectors. Proven track record of managing end-to-end incident management, SLA adherence, and stakeholder satisfaction across complex partner ecosystems. Skilled at driving continuous improvement, cost optimization, and Core Model consistency while ensuring full compliance with security, audit, and regulatory requirements.

Adept at bridging business stakeholders and IS/product teams to deliver scalable, consistent operational outcomes across multi-zone environments.

Manager – Operations at ACKO Technologies & Services Pvt. Ltd. (2023-08 – Present)

• Led pan-India RSA operations managing a large network of field personnel and vendor partners across multiple zones, ensuring 85-90% SLA adherence and service consistency.
• Drove vendor contract renegotiations resulting in 15% cost reduction while maintaining full SLA compliance and service quality benchmarks.
• Designed and implemented call center workflow improvements that enhanced first-call resolution rates and reduced average handling time — directly improving CSAT scores from 69% to 88%
• Owned end-to-end financial operations including invoice verification, monthly vendor payment cycles, and budget alignment with P&L targets.
• Built and maintained a real-time KPI dashboard tracking RSA incident resolution, SLA adherence, and vendor performance across all zones.
• Spearheaded logistics coordination for national-level crisis response (flood relief operations) — deploying field resources across multiple states within 48 hours.
• Collaborated with product and tech teams to optimize the RSA digital workflow, reducing manual touchpoints and improving turnaround time.

Regional Manager at TVS Auto Assist (2021-10 – 2023-08)

• Managed RSA service delivery for Bangalore region across a diverse OEM client portfolio including TATA, Renault, Nissan, TVS, M&M, Okinawa, Piaggio, and insurance partners.
• Oversaw full COCO (Company-Owned, Company-Operated) asset base — tow trucks, service-on-call units, and roadside response stations — ensuring 100% operational uptime.
• Achieved near-zero process-level complaints across consecutive quarters through strict SOP adherence and team training.
• Conducted dealer performance reviews and implemented structured improvement plans that elevated underperforming dealers to within SLA targets.
• Led training program for COCO field staff on safety, SOPs, and customer handling, improving compliance audit scores from 72% to 96%.
• Delivered regular leakage analysis and customer feedback reports to senior leadership, influencing service design and policy decisions.

Service Head – After Sales at Mahindra & Mahindra | Siddhanth Motors (2019-04 – 2021-09)

• Led a team of 50+ Members Consisting of CRM, Accounts, service engineers, Parts Team and technicians managing after-sales operations for electric, commercial, and passenger vehicle segments.
• Overhauled service desk processes, reducing average job card turnaround time and improving workshop throughput.
• Ensured 100% regulatory compliance with OEM technical and safety standards through systematic auditing of repair workflows.
• Monitored recurring service complaints and implemented pattern-based fixes, achieving a measurable reduction in repeat-visit incidents.
• Conducted technical training for team members on EV platforms, resulting in improved first-time-fix rates on electric vehicle service.

Service Engineer (S1T Master) at Mahindra & Mahindra – Area Office (2016-09 – 2019-03)

• Managed technical service delivery and customer escalations for commercial and passenger vehicle segments across assigned dealerships.
• Provided CRM-aligned data support including sales/orders/backlog reporting to senior management on a weekly basis.
• Conducted technical training for dealer service teams, improving service quality and warranty claim accuracy.
• Evaluated service reports and prepared accurate repair scope and cost quotations for warranty and non-warranty jobs.
• Managed spare parts fulfilment, ensuring high-demand parts availability and reducing service delays.

Bachelor of Engineering in Aeronautical Engineering – Jaya Engineering College, Chennai (2016)