MANSUR MOHAMED HANIF
Automobile Engineer , 26 Years OEM Aftersales Experience In Premium Brands : Audi ; BMW ; SKODA ; VW ; VW Commercial ; Seat
Mumbai,Maharashtra
Summary
Over 26 years’ experience in Automotive OEM Service Operations, Network , Customer Care and Team Management.Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
26
26
years of professional experience
8
8
years of post-secondary education
6
6
Languages
Work History
Senior General Manager -HOD Service Org & Customer
Skoda Auto Volkswagen India Private Limited
Mumbai
2023.01 - Current
- Additional Function responsibility for Market Research topics ex. DSS,IACS,NCBS,MTM,CEM & Road Side Assistance for Audi and Porsche . Customer Contact center
- Strategizing and planning, Service Quality measures, Processes for Brands VW and Skoda for dealer network of 268 service touch points
- Identified and recommended areas for improvement in processes with targeted solutions.
- Executed successfully Market research activities for sales and After sales : Customer Satisfaction Scores, Dealer Satisfaction Survey (DSS) , Marketing Management(MTM), New Car Buyers Survey(NCBS), International Customer Satisfaction survey(IACS).
- Strong communication bond / engagement with Headquarters of Brand VW, SKODA, AUDI.
- Strategizing and conceptualizing Customer experience Management for Brands VW & SKODA.
- Delivered Quality Management with continuous improvement of Dealer Workshop Productivity and service quality enhancement.
- Road side assistance Program management for 5 Brands , Audi , VW, Skoda, Porsche, Lamborghini (Around 324 Dealers).
- Customer Contact Center Quality and delivery management for 4 Brands (Audi, Porsche, Skoda and VW).
- Business enhancement through quality improvement, Repeat repair , Manpower development , Recruitment.
- Developed Innovative concepts ,creativity , customer centricity culture across organizational departments and dealer network.
- Total dealer workforce of around 8000. In-house staff of 38.Same day delivery improvement by 200%.Throughputs of 70000/ pm.
General Manager :Head of Aftersales
SKODA AUTO INDIA , a division of Skoda Auto Volkswagen
Mumbai , Maharashtra
2019.05 - 2022.12
- Demonstrated leadership skills in managing projects from concept to completion, thus improved business, service quality and customer experience to double digit improvement in short span.
- Aftersales for BRAND SKODA
- Proven ability to learn quickly and adapt to new situations with proven results for Brand skoda image change in Aftersales in Indian Market.
- Provided professional services and support in dynamic work environment,thus achieved profitability of double digit (111 service touch points,higher revenues, Global technical KPI score,
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations,and set up Aftersales service standards, CICD, infrastructure, Manpower quality & skill development process across dealer network.
- Proven ability to develop and implement creative solutions to complex problems, and delivered all expectations / KPI's of overall Aftersales KPI’s set by SKODA headquarters at Czech Republic.
- Adaptable and proficient in learning new concepts quickly and efficiently thus implemented new business enablers,customer delight concepts,innovations in service quality.
- Total dealer workforce of 3700. Inhouse workforce of 24. Throughputs of 25000pm. Business enables and Revenue generation on parts,oil,accessories,loyalty programs.
- Various Service Marketing programs and visibility of Aftersales to customers & dealer network
GM-Head Technical Service,Training & Customer Care
AUDI INDIA, division of Skoda Auto Volkswagen
Mumbai
2008.10 - 2019.04
- Delivered high quality,through professionalism in areas of Technical Service , Technical Training and Customer Centricity for dealer network of 40 and secured high recognition by AUDI AG.
- Set benchmarks in area of technical service KPI's.
- Prepared dealer network to handle EV's for first time in 2018/2019.
- Started as Sr Manager Technical support and reached to level of GM HOD Technical Service ,Training & CC,in span of 5 years.
- Effectively delivered Technical service, product resolutions in coordination with AUDI AG,Germany , Head Quarters.
- Robust customer care processes at dealer network to ensure new initiatives are implemented to achieve customer delight.
- Conducted effective new model launch meetings and report for new models and maintained service quality.
- Built strong dealer technical skills of dealer staff and represented country as team ,in World championship with achievement
- Delivered expertise in Armored car,Electric vehicle workshop & internal / dealer team readiness along with customer handling and Training program.
- Established Std Warranty ;Goodwill; procedures, Recall/Service campaign management, Tools and Equipments
- Organized Mystery shopping Workshop test for all dealer service centers ,audited by AUDI AG.
- Implemented innovative concepts for developing dealer Manpower TAP-Technical Apprentice Program, Resident Program.
- Total dealer workforce of 1100. In-house team size of 11. Throughputs of 300p.m.
- Supported productivity increase and business growth through new hire training and mentoring
Head of Service Operations
Raha Transport Co. Ltd
Sanaa
2007.03 - 2008.09
- Organized and detail-oriented with strong work ethic.
- Efficiently Set up workshop processes , trained manpower and executed high quality of customer experience with efficient service quality.
- Developed strong organizational and communication skills through coursework and focused activities.
- Internal fleet of total Car parc of 5000 cars of Hyundai with service activities (workshop, body shop, spare parts, warranty, front office)
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Communicating with distributor for all technical, commercial related issues
- Maintained all CI standards in service center as per Hyundai norms and policy
- Total workforce of 65 staffs with optimized work efficiency through implementation of in-house software.
- Throughputs of 300p.m.
Assistant Workshop Manager Cum Warranty Controller
Al Ahwal General Trading Co. Ltd
Sanaa
2004.01 - 2007.01
- Managed workforce of 65 staff . Daily 50 customers for delight activity .
- Authorized importers for Brands Audi, VW, SKODA, Seat, VW Commercial.
- Proved successful working within tight deadlines and fast-paced environment for workshop operations and warranty department.
- Applied effective time management techniques to meet tight deadlines and communicated with Warranty department at VW group, Germany, Czech Republic, Spain, for warranty related issues, thru on-line sophisticated warranty/good will control system
- Developed strong communication and organizational skills through working on group projects and communicated with manufactures for technical problems of all four brands.
- Handling esteemed customer including PRESIDENTIAL ( Armoured vehicle) and maintaining.
- Trained in Germany for Armoured car.
- Set process and ensured customer satisfaction is above 9.0.
Head of Service Operations(Designated as Asst. WM)
Navnit Motors Pvt. Ltd
Bangalore
1997.12 - 2003.12
- Started as Trainee Service Engineer at BMW Thane and grown to level of Head of Service for BMW Bangalore Service operations.
- Budding leader with highly proven records of execution of new distributorship workshop of BMW in south region.
- Executed, trained and monitored proper cash control procedures.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Examined and analysed current marketing strategies and conducted effective service camps
- Monitored tasks performed by team members to facilitate customer satisfaction.
- Analysed and recommended adjustments to staffing, performance targets and resources to achieve results.
- Successfully prepared team to deliver premium BMW service with all standards in place.
Education
Bachelor of Engineering - Automobile Engineering
R T E ,R E C , Hulkoti , Karnatak University
Karnataka 1993.05 - 1997.10
MBA - Business Management
IIMBx Bangalore
Online 2021.11 - Current
Certified with A1 German Language -
GOETHE Institute Max Mueller Bhavan
Mumbai 2015.01 - 2016.04
No Degree - Leadership Program
Harvard Leadership Program
Mumbai 02.2017 - 05.2017
Skills
Organized managerial style
undefinedAccomplishments
SKODA
- Recognized for exceptional turn around Aftersales performance in SKODA Aftersales Operations since 2019 in India.
-Enhanced Business Operating profits by 300%, Service Quality by 200%, Cx – -Up scaled rank from 16 to 3 in international survey for customer satisfaction for Brand SKODA
-Leadership License in Management roles
AUDI
- Recognized as No. 1 in:International Customer satisfaction for 3 consecutive years in India, 2015, 2016 & 2017
- Global Skill Competition - 2nd in Tech /5 th in Service, Twin 2018
- Global AUDI Technical KPI measured across 54 countries from 2013-2018, secured number 1 and set bench marks
- Presented to AUDI AG Board, in Quality Circle, 2012-2016
- Certified by AUDI AG in:
-Talent to Management program in 2017 in Ingolstadt, Germany
-High Potential Development Colloquium in 2016 in Ingolstadt, Germany
-Certified as AUDI LIS – Workshop test Auditor“ Mystery shopping in Ingolstadt, November 2015
-Certificate of Excellence for significant contribution in field of AUDI AG Product support Ingolstadt. - -Certified in Single Incident coordinator in 2011 by AUDI & VW AG and AUDI AG Resident in Germany for 3 months
-Certified as Expert in Engine Technology in Dubai , Dec 2009 and trained in AUDI TT & R8 Sports cars in STC Neckarsulm
Timeline
Senior General Manager -HOD Service Org & Customer
Skoda Auto Volkswagen India Private Limited
2023.01 - Current
MBA - Business Management
IIMBx Bangalore
2021.11 - Current
General Manager :Head of Aftersales
SKODA AUTO INDIA , a division of Skoda Auto Volkswagen
2019.05 - 2022.12
No Degree - Leadership Program
Harvard Leadership Program
02.2017 - 05.2017
Certified with A1 German Language -
GOETHE Institute Max Mueller Bhavan
2015.01 - 2016.04
GM-Head Technical Service,Training & Customer Care
AUDI INDIA, division of Skoda Auto Volkswagen
2008.10 - 2019.04
Head of Service Operations
Raha Transport Co. Ltd
2007.03 - 2008.09
Assistant Workshop Manager Cum Warranty Controller
Al Ahwal General Trading Co. Ltd
2004.01 - 2007.01
Head of Service Operations(Designated as Asst. WM)
Navnit Motors Pvt. Ltd
1997.12 - 2003.12
Bachelor of Engineering - Automobile Engineering
R T E ,R E C , Hulkoti , Karnatak University
1993.05 - 1997.10
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