P. Srinivasulu

• Lead the team in achieving established goals through effective leadership and guidance.
• Enhanced customer satisfaction by providing personalized SOPs.
• Reviewed and monitored all key performance indicators (KPIs).
• Conducted customer satisfaction reviews and developed action plans.
• Analyzed and evaluated the performance of the service business.
• In-house Manpower review - Skill Matrix, Top Performer appreciations, rewards, and recognition.
• Monthly Process & KPIs Audit - Action plan implementation on concerned areas.

• Business KPl's Monitoring &Inputs to Branch Heads
• Value Added Service KPI's Monitoring &Inputs to Branch Heads
• Service Parts: Stock month, Dead Stock inter branch parts movement Tracking
• BP Business Enhancement: Monitoring BP Profix Promotion, GS to BP Conversions Tracking and inputs to team
• Manpower Development: Kaizen coordinator, JC development, MRS team call quality audit and training
• Kaizen Culture: Basic Monthly kaizens, SGA Initiations and sustenance
• Common followups: DISHA Operations [Audits, S1,H1,S2,H2], ISO Audit & Certification, EMS Audit & Activities
• All Key Business Report Preparations
• Branch Visits-Gemba Observations, Business & Operational Discussion
• Tools & Equipment's maintenance & Support to branches location wise
• Manpower Certification and Training Requirements Based on challenges

• Responsibilities in VOC Management.

1. Overall responsibility for monitoring all complaint resolution. 2. Liaison with functional departments in case of critical issues.
3.Onsite customer meets & Explanation (along with Functional heads & TKM Members if required)
4.Overall Reviewing & analyzing trends of complaints
Handling & Analyzing Serious ECDR cases with functional Divisions
5.Monitor complaint resolution of web/ media/blog complaints
6.Implementation & monitoring of Customer Touch Point (CTP) Related Activities and managing Obheya.

Responsibilities in Customer Feedback and Management.

1.Analyze reports and discuss gaps with functional divisions. 2.Analysis of PSF reports to monitor customer satisfaction. 3.Responsibilities in Skill Enhancement and CS Sensitization. Planning of Yearly Internal Dealer CR training calendar in conjunction with Sales and Service. Conduction of Internal Trainings for CR and Other Functional Dept's at the Dealership.
4. Overall Coordination for effective Kaizen activities in conjunction with other functional divisions.

5.Establish a policy to motivate staff through Awards/Rewards recognition.

6.Monitoring implementation of action plans within the target dates. Responsibilities in Performance Reviews.

7.Analysis of report from TKM-CR to understand overall Dealer CR performance. Discussing action plans with functional divisions for an action plan.

Others.

1.Conducting monthly meeting with Dealer CR staff on updates and current CR performance status.
2.Responsible for conducting monthly Top Management meetings, along with functional divisions, to review dealer performance.

3.Sharing monthly complaint trends and reflections, along with functional divisions, in a common forum.
4.Organize weekly meetings with the functional divisions to analyze performance and align improvement plans accordingly.
5.Implement PDCA approach across CR division for complaint handling and customer satisfaction improvement.