This role focuses on driving operational excellence and ensuring strict adherence to OEM business process standards across all dealership departments. It involves bridging the gap between strategic objectives and daily execution to optimize performance, compliance, and customer satisfaction levels within the organization.
Key Responsibilities
- Conduct regular internal audits of sales and service processes to ensure 100% compliance with OEM guidelines and brand standards.
- Monitor and analyze monthly Key Performance Indicators (KPIs) including lead conversion rates, service retention, and CSI/SSI scores.
- Identify operational bottlenecks and develop data-driven Standard Operating Procedures (SOPs) to streamline dealership workflows.
- Oversee Dealer Management System (DMS) data integrity and generate comprehensive performance reports for senior management.
- Facilitate training sessions for department heads and frontline staff on new process rollouts and quality benchmarks.
- Coordinate with OEM representatives during external audits and ensure prompt closure of any identified non-conformance issues.
- Implement cost-optimization strategies and resource utilization plans to improve the overall P&L of the dealership operations.
- Monitor customer feedback loops to identify process-related gaps and implement corrective and preventive actions (CAPA).
Requirements
- Minimum 3-5 years of experience in process management or quality assurance within an authorized automotive dealership.
- In-depth knowledge of Indian automotive OEM audit frameworks and compliance requirements.
- Proficiency in advanced MS Excel for data analysis and reporting.
- Hands-on experience with major Dealer Management Systems (DMS) like Autoline, Pentana, or SAP.
- Strong understanding of both Sales (SSI) and Service (CSI) customer satisfaction indices.
- Excellent command over local language and English for effective stakeholder communication.
Preferred
- Experience working with Tier-1 passenger vehicle or commercial vehicle brands in India.
- Six Sigma Green Belt or Lean Management certification.
- Previous experience in a multi-location dealership group management role.
Skills
Technical
Process Auditing, DMS Administration, KPI Dashboarding, SOP Documentation, Quality Management Systems (QMS), Inventory Management Analysis
Soft Skills
Analytical Thinking, Stakeholder Management, Problem Solving, Conflict Resolution, Strategic Planning
Qualifications
Education: B.E./B.Tech in Automobile/Mechanical Engineering or MBA in Operations/General Management
Experience: 3 to 5 years of core experience in Automotive Business Process Standards or Dealership Operations
Certifications: ISO 9001:2015 Internal Auditor certification preferred, OEM-specific Process Manager certification is a plus
Work Environment
Standard 6-day work week in a professional dealership or regional office setting. On-site presence is mandatory for floor audits and team coordination.
Growth Opportunities
Successful candidates can transition into roles such as General Manager (Operations), Regional Process Head, or Corporate Auditor within the dealership group or OEM network.