Nizamudheen Muneerudheen

Reporting to - Head of Best in Town, Ex Toyota Chief

Responsible for continuous improvement, operational excellence, customer service enhancement and apply lean methodologies in Sales & After sales business.

Key Responsibilities:

• Develop process flow charts to explain current and desired process.
• Defined project scope, milestones and task allocation to establish and maintain clear progress plans.
• Conduct time and motion study and analyze it at both Macro and Micro level and develop process improvement proposal.
• Implement Kaizen action to improve quality of services, generate productive time, cost reduction, NPS, Job explanation to customers, Sales / After sales SOP penetration, Advanced problem solving by Toyota Production system approach, process with time management in BIT branch.
• Organize small group activities to provide training to associates and gather their feedback.
• Compilation & creation of reports to visual status of activities on weekly basis + Monthly BIT Board in branch.
• In all actions retain alignment to company vision for Customer and Employee engagement.
• Focus on Kaizen objective of NPS, generate productive time/lead time reduction, and actively participate in all Kaizen activities at initial stage so branch members be able to find and solve problems by Kaizen.
• Driving BIT activity with enthusiasm and energy in allocated branch through initiatives and ensuring management attention and support when needed.
• Data analytics skill to understand and analyze customer concerns and make countermeasures to address concerns and improve customer satisfaction.
• Comply with company and distributor policy towards achievement of objectives and targets.
• Establish communication across all managers and staff in BIT branch and all departments and divisions in Al-Futtaim head office, and to foster understanding and consensus.
• Assist with orientation, training and coaching of staff and colleagues to achieve workplace efficiency and safety.

Key Achievements:

• Branch NPS (Net promoter score) improved from 32 to 62 in Q1 2023 vs Q1 2022 by doing quick Kaizens and SGA's (Small group activities).
• Branch CSV (Customer service value) improved from 3.38 to 4.49 in Q1 2022 vs Q1 2022.
• Supported Al Futtaim Motors to introduce kaizen certification program online course. 10% of branch completed certification program and received certificates.
• Introduced BIT (Best in Town) dashboard radar chart with all KP's to measure progress on a monthly basis and to alert branch leaders.

Reporting to - National Service Manager

Responsible for complete Depot operations from manpower handling to Business target achievement.

Key Responsibilities:

• Heading a team of 58 members including Service Advisor, team leaders, Foreman, and technicians.
• Responsible for 516 Volvo buses maintenance and 24 x 7 service support in RTA Al Quoz Bus depot.
• Analysis of financial prospects like Potential, Cost, Revenue etc.
• Prepare, send quotes, and secure LPO's for carrying out additional repairs identified during preventive maintenance using SAP ERP.
• Acted as first point of contact for complex customer and engineer issues.
• Improving quality standards of 28 days Planned preventive maintenance by implementing Kaizen standards 5S standards in workplace.
• Motivate and guide team to deliver buses on time after repairs to avoid any form of penalties.
• Maintain Availability ratio not below 90% (24x7x365).
• Breakdown ratio to not cross 1.2 % in any months.
• Guaranteed 24/7 service cover, responding to emergency callouts overnight and on weekends as needed.
• Prepared TFAR's in Volvo portal and helped warranty team to secure approvals.
• Analyze breakdowns on weekly basis with all supporting data required and instruct technicians and made corrections on basis of report.
• Continuously monitor due for basic service, ac annual service etc based on Kms using Volvo portal.
• Places orders for parts and spares in line with company authorisation limits to ensure compliance to quarterly budget.
• Handled Customer Relation Manager as additional charge for two years.
• Drove team engagement by providing workshop team with relevant tools, product knowledge and development opportunities.
• Planning trainings for blue collars and White Collars.
• Responsible to Work-in-Progress, Labor targets and Job cards closure.
• Oversaw staff leave planning, guaranteeing consistent level of resources throughout year.

Key Achievements:

• Successfully completed delivery of 373 Volvo standard buses to Dubai RTA after completing PDI, quality tests & by Coordinating with different OEM's, suppliers (local & overseas) in 2020.
• Successfully completed delivery of 143 Volvo coaches to Dubai RTA after completing PDI, quality tests & by Coordinating with different OEM's, suppliers (local & overseas) in 2019.
• Additional responsibility of handling operations at exclusive RTA depot setup for Dubai EXPO 2020.

Reporting to - Service Manager

Key responsibilities:

• Interfaced with clients to offer maintenance advice and monitor repairs.
• Supervised corrective operations for multi brand vehicles and for customers Emirates Transport and STS, including restoration plans, reducing turnover, and warranty approval.
• Implemented individual customer care methods and plans to track customer feedback.
• Stipulated operational framework for store, led operations, and sustained inventory.
• Co-ordinated duties and contractors and troubleshot data, end-user requirements, and system needs.
• Inspected assets, drew plans to save costs, and conform to budget.
• Ensured service quality with post-completion reviews.
• Gearing up customer care activities and provided personalized attention to customers' needs to achieve customers' delight paving way for prolonged association.
• Developing and implementing plans for regularly monitoring of Customer's feedback for continuous improvement in services and operations.
• Analyzing information on system needs, end-user requirements, custom designing solutions and troubleshooting for systems management while participating in digenization activities and contractor's modification.
• Designing & developing cost & saving techniques/measures and performing in-coming and pre-dispatch inspections of assets / stores to achieve substantial reduction in expenditures and work within budget.
• Organizing inspection upon completion of job to ensure quality of job meets prescribed standard and to satisfy customer that job has been carried out as desired.
• Reduced repeat complaint and customer dissatisfaction by organizing inspection upon completion of job to ensure quality of job meets prescribed standard and to satisfy customer that job had carried out as desired.

Key Achievements:

• Received awards for attaining highest revenue and CSI score of all departments in 2015 & 2016.
• Attained additional revenue of 110000 AED in month of March - 2017 as part of free service campaign.
• Additional efforts (e.g., AC fitting, seat belt fitment, sun film fitment & battery replacements) enhanced monthly income 15%.
• Successfully sold 6 KB auto AC units including fitment charges of total value 2, 88,000 AED in year 2018.