Mahindra & Mahindra—Deputy Manager-Customer Care

Job description

Description: Responsibilities & Key Deliverables Capability building of Field sales and dealer sales employees across M and HCV and LCV business. Develop the process for technical competency gap analysis both for the Customer care team and the Dealer team plan trainings at the STC and the Regional training centers on a quarterly basis. Develop and manage the team of trainers with development of Training rigs, tools and other equipment on need basis in line with the budget plan. Develop a long term and short term plan for addressing the skill gaps and plan the calendar for the year accordingly . Develop skill matrix based on gap analysis and tracking for ensuring skill upgradation also do ensure that every course is followed by both pretest and post test feedbacks to improve the quality of training and the skills of the field team. Develop the technical trainings based on the need in coordination with PST and PDT . Responsible for building and maintaining training infrastructure with clear focus on Budget planning . Develop and maintain the Mobile service training vehicles and manage the routes by identifying the skill enhancement requirements both at the Dealership and the ASCs . Develop a plan for both Customer trainings for MKA and the Driver trainings for both MKA and retail across all the products and deliver . Develop the training for both the call center team and the IMAXX team and ensure that the same is delivered quarterly . Budget management for the complete Customer Care team . MIS development and monthly reporting of the same which should be inclusive of all the regional training centers Preferred Industries Sales Automobile Education Qualification Diploma in Engineering; Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile General Experience 10 - 15 Years Critical Experience System Generated Core Skills Coaching Communication Skills Capability Building Gap Analysis Training Design Strategic Management Risk Analysis Skill Matrix Training Delivery Safety Management Auditing Team Management Training & Development Infrastructure Management Budgeting & Costing Warranty Management Continuous Improvement Skill Development Key Account Management Budget Management MIS Reporting Reporting System Generated Secondary Skills Creative Thinking Presentation Skills Product Knowledge & Application