Nissan Renault Financial Services - Deputy Manager - Aftersales

Routinely review financial statements with dealer Aftersales management to monitor operation efficiency, increased profitability to support Aftersales absorption ratio, as well as compliance with company standards.

These SOPs are to be audited once in a quarter.

• Monitor staff levels to ensure the appropriate number of staff is maintained & with compensation plans supporting manageable level of employee turnover.
• Maintain awareness of competitive dealership actions (Pricing, campaigns or network actions).

EXPECTED END RESULTS.

MAJOR Revenue.

PMD includes Aftersales revenues (retail level at dealer or at wholesale level to dealer).

PCP monitoring, Dispersion management ratio.

EW+DC Penetration.

Loyalty ratio.

Sales / unit.

Key Parts sales volume.

Service Absorption rate (SAR).

Accessories Offtake / NVS.

Parts sales volume.

Dispersion Management ratio.

Include reviewing dealer CRM program, service reminder calls, seasonal campaigns, and other related activities.

Parts Inventory management.

Mechanical CLPV.

BP CLPV.

Business Management.

Service Absorption Ratio (SAR).

Customer Satisfaction.

CS survey, Audit, Mystery shop) at an outlet & employee level to identify deficiencies and support the development of countermeasures, in order to ensure customer satisfaction and delight for all Customers.

OS-NPS (Overall Satisfaction Net Promoter Score).

CPTV (Complaint per thousand vehicles).

ART (Average Resolution Time).

Clearance of Long Pending Vehicles (Mech., BP).

SDD ratio (Same Day Delivery).

FRFT ratio.

SAMBHAV open action point result.

CPTV (Complaint per thousand Ensures dealers have enough work bay capacity to fulfil mid-term demand requirements.

Staff quantity per dealer and position.

Trained manpower ratio.

Attrition rate.

HR.

RSPM Score.

(ref : iimjobs.com)