Job Profile Branch Head

Job Title Branch Head After-Sales

Level Senior Management

Reporting to HOD After-Sales or CEO

Job Summary

As a Branch Head, you are fully responsible for planning, controlling and increasing efficiency of Service and Logistics operations. In this function, you ensure that strategic and operational goals are met and that the derived measures are implemented.

In addition, you are responsible for designing all processes within the Service and Parts department and ensuring that these are followed in order to maintain a constantly high customer satisfaction level as well as a positive image. Your key responsibilities are :

Your key responsibilities are :

- You formulate strategies, policies and broad objectives of the dealership in consultation with management colleagues and ensure the implementation of the same.

- You are responsible for profitable after-sales business by establishment of mechanism for capturing every opportunity in the market i.e. improvement in customer retention.

- You are responsible for recruitment of sufficient manpower as per the guidelines and development of individuals through trainings.

- You are responsible for continuously assessing the capacity as per work load and planning of capacity requirement for future.

- You are responsible for achievement of KPIs against the target set by OEM.

- You are responsible for conflict handling and resolution of customer complaints up to the satisfaction of customers.

- You are responsible for the successful implementation of the Processes, new systems and initiatives recommended by OEM at your dealership.

- Develop a professional and sustainable complaint process as well as the interfaces, in the interest of the best possible customer support.

- Plan clear guidelines, rules of conduct and performance standards for complaint management.

- Monitor the performance of responsible managerial staff in service and logistics given corporate goals (e.g. on the basis of target agreements).

- Manage training and educational plans for all employees in Service and Logistics.

- Ensure regular and efficient communication with and between the employees, as well as conducting prepared, individual and annual employee appraisals.

- Ensure that the overall work environment (work procedures, work places) meet the Employers Liability Insurance

- Association and legal requirements.

- Ensure compliance with the statutory regulations for environmental protection, occupational safety and health, and fire safety in the Service and Parts/Accessories Departments.

- In this function, you are part of the Senior Management of your dealership.

Qualification & Experience:

- Batchers Degree in Automotive / Mechanical Engineering.

- Masters/Diploma in Business administration

- 5-15 years of professional experience in automotive After-Sales field.

Training :

- Successfully complete C Management Training.

Specific background :

Corporate knowledge :

You understand the products of our brand and the corporate strategies.

You are familiar with the market for automobile sector and dealership business and the regional competition, as well as their structures, sales channels and market offers.

Technical background : 

- You know OEM products.

- You can apply methods and tools for focusing and managing a company (such as balanced scorecard).

- You understand methods and tools for corporate and market analyses (e.g. SWOT).

- You know the constitution and structure of a OEM.

- You have depth knowledge about the basic key figures and levers in Service and Parts.

- You have a good background in marketing methods (marketing cycle, marketing mix).

- You have basic legal knowledge.

- You are updated with latest technology in After Sales business of dealerships

- Process and organizational knowledge

- You know the service and logistic process.

- You are an expert in financial planning and controlling process.

- You know the processes and interfaces of associated departments and contact persons (sales, finance and human resources).

- You know the relationships between structures, processes, quality and customer satisfaction and business success.

You are familiar with statutory requirements at After Sales workshop.

After-Sales /parts marketing

- You are responsible for the successful implementation of the Central Marketing plan for the year defined by OEM India.

- Systematically develop the market for After-Sales & parts.

- Conduct segmentation of customers as well as target group specific service and parts offers.

Skills :

- Skills in customer and supplier contact: Being the representative of the organization you have the ability to create and maintain customer and supplier relationships.

- Organizational competence: You have the ability to put in place structured processes and ensure a high level of quality in dealership as well as to create a sense of awareness about this.

Leadership skills: You have the ability to manage employees, tasks and goals.

Business skills: You have the ability to plan and set out future-directed strategic and operational goals for the long run,as well as ensure profitability of service and logistics at all times.

Interpersonal skills : You have the ability to plan and follow up on your thinking and actions according to corporate values, strategies and guidelines.

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