Service Business Manager

Responsibilities & Key Deliverables

Key Responsibilities:

1. Customer Obsession
•    Ensure Same Day Delivery (SDD), Time Estimate Adherence (TEA), and Final Approval Adherence (FAA) performance as per RO targets.
•    Drive initiatives to enhance customer retention through proactive engagement and service experience improvement.
•    Strengthen customer feedback mechanisms and ensure quick closure of customer concerns.

2. Service Operations Excellence
•    Monitor and improve Free to Paid Service (FS/PS) ratio at dealerships to meet the 7-year retail target.
•    Ensure adherence to standard service processes and enhance throughput across workshops.
•    Guide dealerships in implementing process improvement actions based on performance analytics.

3. Digital Adoption
•    Drive 100% implementation and usage of New DMS and Genie platforms across all dealerships.
•    Promote digital-first operations to improve service transparency, efficiency, and customer convenience.

4. Profitability Management
•    Monitor and improve Service PBT (Profit Before Tax) for the Top 3 dealerships per RO. 
•    Work closely with dealership management to optimize manpower productivity, parts margin, and service mix.

5. Business Expansion
o    Achieve targets for key Service Programs and Allied Businesses, including: Shield (Extended Warranty) /RSA (Road Side Assistance)/Accessories from Workshop – Maximize conversion and revenue contribution.

6. Network Capability Development
•    Identify skill and process gaps within dealership service teams and drive targeted capability-building initiatives.
•    Support new dealer onboarding and readiness for service business operations.

Preferred Industries

Education Qualification

Diploma/Graduate/ Masters / Post Graduate

General Experience

3 +years and above