Desired Job Title
Zonal Service HeadZonal Aftersales HeadRegional Service HeadWork Type
Full TimeLocation Preference
On-SiteRemoteLocation: Kolkata, INMumbai, MHGurgaon, HR
Open to relocation: Yes
Verified
This profile is verified using an email address.
Prakash Barot
Zonal Aftersales Head
Kolkata
Work Preference
Summary
Dynamic after-sales leader with a proven track record at MG Motor India Ltd, driving service network expansion and enhancing customer satisfaction. Expert in revenue growth strategies and team leadership, achieving a 35% increase in business revenue. Adept at cross-functional collaboration and process improvement, consistently delivering exceptional results in challenging environments.
Overview
3
3
Languages
1
1
Certification
16
16
years of professional experience
Work History
Zonal Aftersales Head
MG Motor India Ltd
Kolkata
05.2024 - Current
- Drove service network expansion across East Zone, resulting in an increase of 9 touchpoints. Spearheaded 26 workshop service network across East Zone.
- Developed and led team of two RSMs, three ASMs, two RTMs, one CR, and one MIS to enhance aftersales performance.
- Launched East Zonal office and training center within six months, establishing a foundation for regional operations.
- Maintained customer retention rate of 89%, qualifying for notable performance incentives over six years.
- Formulated strategies that raised business revenue by 35% in CY'25 and 21% year-to-date in CY'26.
- Executed best practices that decreased complaint escalations by 48%, Improved CSI performance by 50 points in CY'25 & maintained CSI at 900 in CY'26
- Boosted SAR from 42% in CY'25 to 66% in CY'26 year-to-date.
- Improved Zone PBT by 183% in CY'26 ( CY'25- 5.04 CR, CY'25- 14.29 CR)
Regional Service Manager
MG Motor India Ltd
Mumbai
01.2022 - 05.2024
- Spearheading West 1 Region (MMR, Goa and Nashik Region) RO Load 4300 Q1'24
- Led region as an ASM for the 2022-2023 phase for MMR, collaborated with the dealer team, identified ground challenges, and provided solutions for critical issues.
- Within 1st qtr'22 of Regional Role assignment improved Regional CSI by 37 Points all MMR dealers shown Positive CSI trend (Most Improved dealers Thane- 47 points, Navi Mumbai-56 Points)
- Turned around Mumbai South WS performance through gap analysis, action planning, problem solving, and dealer team support, achieving a performance increase from 806 in Q4-22 to 869 in Q1-23.
- Analyzed performance trends, customer VOC, operational challenges, and leadership issues of Krishiv group, securing dedicated VP Service role by convincing DP Gautam Modi to address governance issues previously managed by the CEO.
- Developed talent pool by taking responsibility to train ASMs, MTs and GETs
- Demonstrated continuous improvement and business-oriented approach, Both X+ category groups Krishiv & Thane achieved business profitability (Krishiv GroupAug '22, Thane April'23, Navi Mumbai- Dec'23)
- Managed DMS improvement project in 2022-2023
- Implemented strategies for WS productivity enhancement in MMR
- Conducted benchmarking for mechanical and BP labor codes
- Improved labor rates for pick-up and drop services
- Achievements:
- Achieved Best Region Award- West 1 for CY 22-23
- Achieved Best region award for Manpower retention and Skill development 2023
- Secured dealer approval for workshop expansions in South Mumbai (WIP), completed Navi Mumbai bodyshop, and finalized Goa expansion.
- Krishiv Group- Most Profitable Dealer- X+ Category- 2023
- Achieved Exceptional Performance Rating in CY 23
Area Service Manager
MG Motor India Ltd
03.2019 - 12.2021
- Trained dealer teams and implemented SOPs and internal review mechanisms, resulting in BUBH achieving Best CSI Performance award for Consistent since Inception in X+ category.
- Implemented Bodyshop TAT reduction project at BUBH Pune which reduced overall repair TAT from 15 days to 8 days
- Lead Project of manpower training improvement project for West Zone (Improved training % from 72% to 92% in 2021)
- Developed 17 service networks in 6 months across West zone (Pune, Nagpur, Aurangabad, Kolhapur) to enhance service accessibility.
- Spearheaded ROM, Goa, Gujarat, MP & Chhattisgarh States
- Reduced goodwill costs by enhancing customer education and dealer support, saving 10 Lac for the company.
- Improved most critical dealer CSI Performance Jabalpur (Jun'21-735, Feb'22-924)
- Achieved Zero Refund replacement and zero defamation cases in 2019-2021
- Led cross-functional teams to improve service efficiency.
- Member of CFT BP SOP development (2021)
- Achievements:
- Achieved Exceptional performance for three consecutive years in a row
- Appreciated by CEO & NSH for Bodyshop TAT reduction and Devising Washing & Bodyshop SOP for MG India
- Awarded for Best Performer CSI Improvement in 2021
- Dealer Awards under my leadership: MG Pune – Best CSI X+ category ( 2020,21,22), MG Nagpur- Best CSI- X category, MG Kolhapur – Best CSI- Y Category, MG Goa- Best CSI- Z Category
Area Service Manager
Hyundai Motor India Ltd
Ahmedabad
09.2015 - 03.2019
- Managed Team of ASM's, 1 Technical Expert, 2 Training Executives in west region
- Implemented new GDSI norms across entire assigned territory; consistently achieved business targets for FY16 to FY19
- Conceptualizing effective After sales operations & responsible for Annual After-sales Revenue in excess of $ 100 Million
- Increased CSI scores for dealers in assigned territory from 890 in H1 2016 to 937 in H2 2016
- Improved customer delight factor from 45% to 68% within 15 days of Territory allocation - Ahmedabad - Concept Hyundai
- Minimized customer response time and enhanced customer satisfaction through implementation of incident and problem management
- Implemented quick service concept across territory, improving service delivery speed
Area Customer Service Manager
Honda Motorcycles and Scooter India Pvt Ltd
Ahmedabad
08.2012 - 09.2015
- Led strong workforce of 750 After-sales team spread across 45 branches with combined throughput of circa 55000 vehicles per month.
- Managed team of 19 service managers and 6 CRM staff, overseeing an overall workforce of 550.
- Enhanced CSI scores for dealers in assigned territory, reduced complaint escalation through improved service quality and CRM process implementation.
- Planned, developed and implemented service operations processes, outlet activities and procedures in order to maintain high standards of service
- Implemented lean processes to enhance productivity and profitability at outlet; generated MIS reports for revenue tracking and maintained data input disciplines.
Regional Service Manager
Mercedes Benz- Sealand Infra
Ahmedabad
01.2012 - 08.2012
- Oversaw service operations as manager for Rajasthan, Goa, Gujarat, and Maharashtra tipper operations
- Managed 10 fleet customers and coordinated team of 20 engineers at mining sites
- Led team of 20 service engineers across Gujarat, Maharashtra, and Goa sites
- Reduced TAT of Mechanical and Body repairs by process implementation and close monitoring
Production Executive
Apollo Tyres Ltd
Vadodara
11.2010 - 01.2012
- Collaborated with production team and managers to identify challenges and strategize solutions for cost-effective, high-quality product delivery.
- Led a team of employees in production activities. Led a team Led a team of 65 employees focused on producing tire raw materials.
- Developed standard operating procedures and updated policies to align with evolving production demands.
- Analyzed production reports to identify and address issues proactively.
- Determined best and most efficient uses of available resources, labor and equipment.
Education
MBA - Marketing
Sikkim Manipal University
Sikkim02-2021
Bachelor of Engineering - Automobile Engineering
L.D College of Engineering
Ahmedabad05-2010
Skills
- After-sales operations
- Service network expansion
- Customer relationship management
- Process improvement
- Service process optimization
- Revenue growth strategies
- Profitability improvement
- Cost management strategies
- Performance analysis
- Critical customer Handling
- Innovation implementation
- Training & Development
- Team leadership
- Cross-functional collaboration
- Data-driven decision making
Personal Information
Title: Zonal Aftersales Head
Certification
- 2021-11 Certified Effective Leader by SHRM, People manager Training – MG Motor India, Artificial intelligence and Data analytics by IIT Madras
Languages
English Excellent, Hindi Excellent, Gujarati Excellent
Affiliations
- Toastmasters
- Society of Automotive Engineers India Chapter
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Gujarati
Proficient (C2)
C2
Accomplishments
- Best Regional Manager Award CY'22 MG Motor India Ltd
Timeline
Zonal Aftersales Head
MG Motor India Ltd
05.2024 - Current
Regional Service Manager
MG Motor India Ltd
01.2022 - 05.2024
Area Service Manager
MG Motor India Ltd
03.2019 - 12.2021
Area Service Manager
Hyundai Motor India Ltd
09.2015 - 03.2019
Area Customer Service Manager
Honda Motorcycles and Scooter India Pvt Ltd
08.2012 - 09.2015
Regional Service Manager
Mercedes Benz- Sealand Infra
01.2012 - 08.2012
Production Executive
Apollo Tyres Ltd
11.2010 - 01.2012
MBA - Marketing
Sikkim Manipal University
Bachelor of Engineering - Automobile Engineering
L.D College of Engineering