Manager - Field Force Transformation

Job content

Responsibilities & Key DeliverablesTrain and Develop Dealer Manpower and Ensure Adherence to Processes in the designated State (which is managed through the Area Office)

• Build Customer Satisfaction by focusing on Process Adherence :
• Review the Pre – Sales, Post Sales Reports, Composite Sales Satisfaction Scores and Mystery Audit reports to identify the gaps in Process Adherence
• Review the adherence to Sales Story and Test Drives
• Review the adherence of Process Circulars and Guidelines - Conduct Root Cause Analysis/ANALYSE CUSTOMER VOICE to identify the factors impacting Customer Satisfaction
• Validate the Composite Action Plan for Dealerships to ensure Process Adherence in partnership with ASM
• Update the Dealerships and ASMs on changes in the Process and address doubts
• Digitization - With the beginning of Digitization, several processes will get impacted. The MFFT will play a key role in integrating these changes in the Dealership
• Share any key insights from reports such as TB, Presales, and Composite Sales Satisfaction Scores with the respective Dealership and ASM - Coach the SSI Champion, Delivery In - charge & Home Installation Executive on the various Sales Related Process Parameters
• Concern Management/monitor & control in reducing concerns SSI events
• Review of low performing dealers in terms of composite scores, proprietary scores, JDP syndicate scores & crusade R&R competition benchmarking for continuous process improvement activities CSAT improvement – commercial vehicles.
• Develop Dealer Manpower:
• Identification of Training & Development Needs for the Dealership Manpower (Both Functional and Leadership
• Create the Training Calendar for the month by evaluating needs from the MILE Portal, Dealership Requirements and Area Office Inputs
• Create the plan for the Retainer Trainer to cover the Trainings as per the Calendar
• Review the coverage on a monthly basis. The plan should adhere to the Accepted Budgets - Guide the Retainer Trainer on the Training Calendar for the month. Review Utilization of Retainer Trainer on a regular basis
• Evaluate the Retainer trainer based on the feedback from stakeholders (trainees, Drona, Dealer HR, Dealer Leadership)
• Certify Manpower as per the Criteria to determine Manpower Quality. Evaluate Manpower on the Job to determine Manpower Quality
• Coach Dronacharya so that he/she is able to train and coach the Manpower on the job and conduct product trainings
• Review the Dealer HR with respect to the induction of New Manpower (Parichay) as per the defined process
• Review the Retainer on the Various Performance Parameters
• Accountable for enhancing the productivity of the Key Manpower and Dealer HR
• Engage and Retain Dealer Manpower:
• Manpower Adequacy: Review the Dealership HR on Manpower Adequacy and Quality and the HR practices at the Dealership.
• Engage Dealer Manpower: Review the Dealership on the quality of HR Practices. Coach the Dealer HR on effective HR practices, employee engagement initiatives, Reward & Recognition practices and building a Culture of Agility & Responsiveness, Vibrancy and Passion.
• Rollout of the Employee Satisfaction Survey at the Dealership and identification of root causes impacting the Dealership. Accountable for the Action Plan for the Dealership
• Discuss any key employee issues with the Dealership Leadership and provide ideas on possible solutions. Create Manpower Dashboards and share with the Respective Regional Manager and Dealer Principals

Education QualificationAny Graduate + MBA [BE + MBA), Preferred]General ExperienceMust have more than 4 years of experience in Training/Sales/Customer Care/ HRPrimary Skills-Functional (Differentiating Skills)Dealer Manpower Planning & ManagementPerformance ManagementProduct Knowledge & ApplicationTraining & DevelopmentDesigning Customer ExperienceEmployee EngagementDealer Relationship ManagementSecondary Skills-Functional (Job Family Skills)Customer Care & Service ManagementProduct Knowledge & Application (IC Engine Vehicle)Market Intelligence (Knowledge & Application)Behavioural Competencies/SkillsLeveraging Human CapitalCustomer FocusResult orientation with execution excellence