Parjanya Kumar
Regional Service Head
Gurugram
Summary
Strategic and customer-centric automotive professional with 11+ years of experience in service operations, dealer business optimization, and customer experience enhancement. Proven track record in driving dealer profitability, customer retention, CSI improvement, and complaint reduction across high-volume dealers. Adept at leading cross-functional teams, mentoring area managers, and executing EV readiness programs aligned with brand objectives.
Overview
11
11
years of professional experience
8
8
Certifications
1
1
Language
Work History
Manager Level 2 – Dealer Operations
MG Motors India Pvt Ltd
01.2024 - Current
- Regional Service Head, North Zone [Chandigarh UT, Punjab, Jammu & Kashmir and Himachal Pradesh]
- Driving dealer profitability and service break-even through targeted operational strategies and performance monitoring.
- Leading initiatives to enhance customer retention and brand loyalty via structured service campaigns and experience-focused programs.
- Spearheading parts business growth by aligning dealer stocking strategies with customer demand and service readiness.
- Championing customer experience optimization, including CSI improvement, complaint reduction, and faster resolution turnaround.
- Implementing data-driven service planning, KPI tracking, and process standardization to ensure consistent delivery across the region.
- Mentoring 3 Area Service Managers to build high-performing teams and ensure seamless execution of aftersales strategies.
- Collaborating cross-functionally to align service operations with organizational goals and elevate the brand’s value proposition.
Manager – Dealer Operations
MG Motors India Pvt Ltd
07.2022 - 01.2024
- Regional Service Manager, North Zone [UP & Punjab]
- Championing customer satisfaction enhancement through proactive CSI improvement, VOC analysis, and complaint resolution strategies.
- Directly managing high-impact dealerships to ensure consistent delivery of brand-aligned service standards and customer delight.
- Leading and mentoring a team of 2 Area Service Managers to execute service strategies, monitor KPIs, and elevate dealer capabilities across the region.
- Driving dealer business optimization through profitability tracking, service campaign planning, and operational efficiency improvements.
- Executing Electric Vehicle readiness programs, including infrastructure setup, manpower development, and process integration.
- Collaborating cross-functionally to roll out customer retention strategies, brand-building initiatives, and service process innovations.
- Promoting a culture of continuous improvement through audit systems, SOP standardization, and team capability development.
Manager – Service Process & Quality
MG Motors India Pvt Ltd
07.2021 - 07.2022
- Led EV service strategy and dealer readiness across India.
- Developed DIY video content for customer education.
- Spearheaded MG Saarthi (10K drivers trained) and MG Nurture (EV certification with RV College).
- Improved CSI scores through VOC analysis and zonal collaboration.
- Set up Express Bay for PMS jobs and enhanced brand visibility via customer testimonials.
Deputy Manager – Service Process & Quality
MG Motors India Pvt Ltd
04.2020 - 06.2021
- Designed app/web-based dealer audit system (PRAGATI).
- Created SOPs for aftersales service and skill certification programs.
- Managed department budgets and vendor negotiations.
- Implemented online LMS with gamified engagement.
Deputy Manager – Customer Care & Delight
MG Motors India Pvt Ltd
03.2019 - 03.2020
- Established two new training centers (Faridabad & Halol).
- Developed EV and BS6 training content.
- Rolled out FTCP and role-wise training programs.
- Integrated e-learning and app-based modules for dealer staff.
Senior Officer – Training Operations
Toyota Kirloskar Motor Pvt Ltd
09.2014 - 02.2019
- Headed Regional Training Center- East Zone.
- Delivered mechanical and body & paint training across East and South India.
- Led ITI tie-ups for technician pool creation.
- Reduced VOC by 40% through targeted training.
- Conducted national skill contests and OJT programs.
- Supported launch of Innova Crysta and Fortuner.
Education
B.Tech - Industrial & Production Engineering
Manipal Institute of Technology
Manipal01.2014
Skills
SAP for business KPIsC4C for complaint resolutionPremonation for CSI VOC analysisMicrosoft Office SuiteArticulate 360 softwareSuccessFactors platformLMS management systemsPower BI analytics
Core Competencies
Customer Experience Optimization | Dealer Profitability | Service Planning & Forecasting | Electric Vehicle Dealer Readiness | Project Management & Delivery | Team Leadership & Capability Building | Process Standardization & Compliance | Training & Skill Development | Root Cause Analysis & Corrective Action | Customer Retention Strategy
Certification
President’s Award – MG Motors (Hector & Gloster Launch)
Timeline
Multiple “Best Performer” awards at MG Motors
08-2025
Manager Level 2 – Dealer Operations
MG Motors India Pvt Ltd
01.2024 - Current
Trained in Handling Irate Customers, Assertive Manager, Art of Storytelling, Aspirational Manager, Effective Communication
12-2023
Certified EV Expert – Wuling, Indonesia
03-2023
Manager – Dealer Operations
MG Motors India Pvt Ltd
07.2022 - 01.2024
Trained in Hybrid, BS6, DCT, PDCA, Toyota Way, A3 Thinking
05-2022
Ex-Com Award – Saarthi Program (Training 10k+ drivers on road safety, driving tips, and advanced vehicle features)
03-2022
Manager – Service Process & Quality
MG Motors India Pvt Ltd
07.2021 - 07.2022
Dale Carnegie – High Impact Presentation
04-2021
President’s Award – MG Motors (Hector & Gloster Launch)
06-2020
Deputy Manager – Service Process & Quality
MG Motors India Pvt Ltd
04.2020 - 06.2021
Deputy Manager – Customer Care & Delight
MG Motors India Pvt Ltd
03.2019 - 03.2020
Certified Trainer – Toyota Motor Corporation, Bahrain (Body Shop & Mechanical)
09-2017
Senior Officer – Training Operations
Toyota Kirloskar Motor Pvt Ltd
09.2014 - 02.2019
B.Tech - Industrial & Production Engineering
Manipal Institute of Technology