ALFARDAN GROUP/AUTOMOTIVE DIVISIONS. QATAR & OMAN
Group Sales & After Sales Quality Assurance & Process Manager Since Oct-2021
- Create and carry out the audit plans on Sales, Rental, Leasing, Service, Parts,
Finance, Procurement, Logistics, Legal
- Developing and enhance the internal process based on the various manufacturing requirement
- Changing the Facility and process based on the updated CI
- Evaluate, control, and enhance the brand and customer experience seamlessly with Sales and Aftersales
- Lead the continuous development of the Customer Journey effecting the desired brand value proposition for each touchpoint
- Set and manage Lead and Sales Funnel standards, including tools, planning, and monitoring
- Responsible for Jaguar land rover, BMW, MINI, Rolls Royce, Maserati, Ferrari,
stellates, Aston martin, Audi, Volkswagen, Volvo & Scania commercial vehicle,
motor bikes, for Retail standard audit Compliance, customer Satisfaction NPS,
New CI Implementation, Mystery Shopping, Competitive Survey for the sales and aftersales.
- Reviewing the training plans regularly to ensure achieving the desired competency level
- Monitoring the customer satisfaction index and Net Promoter Score closely to ensure meeting and exceeding customer expectations by analyzing the data and recommend the required improvement.
- Monitoring the customer satisfaction index and Net Promoter Score closely to ensure meeting and exceeding customer expectations by analyzing the data and recommend the required improvement.
- Review performance data to monitor and measure departments’ productivity,
goals achievement, and overall effectiveness using a scorecard against the agreed service level agreement.
- Enhance the processes automation and reduce the manual work to improve
*Review the compliance of the Internal audit and legal requirements
- Draft assurance policies and procedures, and responsible for the document management system.
- Create and support UNGC sustainable development goals (SDGs) Among the group level and morning the activity and submit the SDGs in timely manner.
- Support and Prepare ISO and Health and Safety Audit/Certification
ABDULLAH ABDULGHANI & BROS. CO W.L.L-QATAR
National Kaizen Manager (Service and Body &Paint) Toyota & Lexus Distributor Dec -2019 to Oct-2021
National Kaizen Manager (Body &Paint Operation) Oct -2017 to Dec-2019
National Kaizen Supervisor (After Sales -Service) Feb -2015 to Oct-2017
Key Responsibility
- Enhance the existing Service facility network as per OEM standards
- Plan & implement Service network expansion, by forecasting the UIO & total service load
- Develop, evaluate, and enhance operational policies and procedures to improve key operational metrics
- Quarterly Evaluate Dealer Standard Service and Body shop (TSM Kodawari, TSM FIR) and the action plan and share
- with respected branch and OEM -TMC
- Analyze the Net Promoter Score (NPS) & provide feedback to branches on improving the score
- Follow up and review the implementation of CDEA Project
- Promote and Implement SGA Activity to all the service and body shop network
- Periodic Audits to Check Compliance & Implementation of All Service Process & Quality Standards by all Dealers
- Implement TPS (Toyota Production system), TSM Kodawari (Dealer Standard), EM-Express Maintenance, Express Lube
- Develop 5year Distributor Deployment plan for Service and Body shop
- Support in the Development of Kaizen Culture and Mindset among after sales staff
- Setting Strong Branch Development Success Program Evaluation & Scoring Criteria
AL JAZIRAH VEHICLES AGENCIES CO. LTD –SAUDI ARABIA
Asst Manager /National Quick Lane Operation _Ford & Lincoln Distributor Feb’2014 to Feb-2015
Key Responsibility
- Provide dealers with a comprehensive level of support and direction during the planning and implementation stage of Quick Lane
- Plan & implement Service network expansion, by forecasting the UIO & total service load.
- Research local market for competitive advertising and business practices Coordinate with regional quick lane manage
- Perform regular operational reviews and provide feedback to the Project Manager
- Visit all branch and check the facility, operation, Business practices and motivate the employees based on ford policy
- Assist in the development and maintenance of the Launch and Operations Guides
- Develop individual business plans to ensure profitability of individual Quick Lane operations
- Prepare yearly budget line for all Quick Lane branch
- Analysis branch performance and provide proper countermeasure
- Promoter value added products to all the Branches and fixing the price
- Support & Coordinate Field Service activities including CSI improvement
- Lead profitability and cost reduction activities across the Quick Lane Section
- Analyze Technician Performance Report (Efficiency/ Utilization/ Productivity
Nippon Motor Corporation Pvt. Ltd-India (Kerala)
Asst Manager /Group Dealer Operation & Kaizen, Toyota Dealer Group Operation Dec-2012 to Jan-2014
Senior Service Engineer Regional Dealer Operation & Kaizen Jan -2011 to Dec-2012
Service Engineer Dealer Operation & Kaizen Mar-2010 to Jan-2011
Key Responsibility
- Successfully promoted and developed the Kaizen culture and mindset among Nippon Toyota after sales staff
- Monthly visit all Nippon Toyota branches and check the TSM-Kodawari /Disha (Dealer Improvement System Through Holistic Approach) Activity and Support the Kaizen activity Development plan
- Using Toyota Business Practice to Investigate and identify challenges with Nippon Toyota operations, analyze the root cause and develop countermeasure to it through Kaizen, “Continuous Improvement
- Train after sales staff on Toyota Business Practice, Toyota Production System and other training required to enhance the Kaizen Culture/Mindset
- Quarterly Evaluate Dealer Standard Service and Body shop (DISHA Evaluation) to the branches and the Report submit to TKM(OEM) Together with action plan
Establishing six step Service Processes of Toyota at all Dealer Locations
- Driving strong Kaizen Culture & SGA Activities in all Dealer W/s
- Periodic Reviews of Processes & Business KPIs • Customer Complaint Handling
- Stagnation Process kaizen module and Washing kaizen module Implementation (Washing Process Lead-time Kaizen)
- Implementations of SOP as per the Standards and creation of SGA among the team.
- Implementation of Systems and processes at dealerships thereby ensuring Achievement of Desired Customer satisfaction Indices (CSI).
- Strictly Maintained Service Shop Environmental & Safety Issues by meeting International Certifications
- Fix-it-Right Quality gates implementation to regional Branches that is Gate-1, Gate-2, Gate-3
- Support and Prepare ISO and Health and Safety Audit/Certification
POPULAR MARUTI Pvt. Ltd-India (Chennai): Sep-2005 to Nov -2006
Service Advisor
Key Responsibility
- Receive Customer Vehicles for Service and Repair Jobs and raise repair orders on DMS.
- Provide technical justification to customers for the approval of additional repairs.
- Able to provide detailed explanation on jobs to be carried out on vehicle
- Provide detailed explanation and technical justification for additional repairs with cost Estimate and obtain approval
- Regularly follow up with Workshop controller and technicians on his vehicles and update Customers regularly on the job progress and ensure delivery of the vehicle at the promised time
- Prepare Invoices on DMS and arrange for Active delivery of vehicles.
- Follow up payments of credit customers and ensure collection within stipulated time
- Delivery the vehicle at promise delivery time. & Conduct post service follow up to ensure customer satisfaction
