Arun Jayan

Experience

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  Popular Hyundai

  Aug 2013 - Feb 2022

  Profit Center head with responsibilities across 3 branches, including the main Dealership, the Body Shop and an additional Branch. I implemented a series of operational transformation – including repurposing workforce towards Bodyshop job volume and automated insurance claim generation for paint-jobs; working within the constraints of service labor, to record profit in the books starting the first month of operation. Workforce training in best practices, including usage of quality products, ensured better vehicle performance and satisfied customers. I achieved 46% Y-o-Y profit growth and 33% revenue growth in Body Shop [first time highest revenue]. I enhanced the customer engagement touchpoints by setting-up a fully staffed centralized call-center in the Calicut facility with Customer Relation Executives. I implemented integrated call-count monitoring and automatic computation of call conversion-ratio to incentivize top performance and also provide predictable quality of service to our customers. Show less As the Service Manager of Dealer branches of Popular Hyundai, I lead a cross-functional team of 30+ Technicians, Service Advisors, Customer Relations Executives and Marketing Executives. I achieved +63% growth in revenue in the first 4 months through employee engagement activities, team development and goal-setting for each employee. I led +20% growth in sales volume through training employees on various sales referral-schemes and the associated incentive structure. My initiative to conduct Free General Checkup Camps at areas with low awareness of our facilities resulted in a 32% growth in net-new customers. Through early- and deeper-customer engagement, I was able to socialize the Hyundai Assurance Program® with our customers leading to a 50% growth in insurance renewal numbers. Show less As the Assistant Service Manager at the Regional Dealership of Popular Hyundai, I took on the goal to improve workshop utilization and increasing the service inflow. I performed data analysis on new customers, returning customers, opportunity lost and customer complaints. I launched a special Connections Program instructing Marketing Executives to do field work to connect with customers and build customer relationship. I identified the segment of customers who did not return back for vehicle service due to below-par experiences in their past visit. I employed a combination of targeted marketing and personalized customer touchpoints to reinforce customer trust in our premium workmanship. I was able to drive +47% growth in Paid Service within the first month of taking over the goal. Show less After a 48-day technical and behavioral training, over 8 different automotive service sections including live service workshop-floor, I took over as the overall Service Engineer-in-charge and Customer Relations Manager at Popular Hyundai, Calicut Service Center, India. In this role I managed a team of Service Advisors and Customer Relations executives. My job-responsibilities included conducting Post-Service follow-ups, tele-surveys, attending to customer concerns and closing escalated complaints. I also initiated and conducted customer meet to get close to our customers and earn their trust. I introduced the Service Advisor SOP (Standard Operating Procedure) and created FAQs for new staff-members to give them necessary training and guidance. This played a major part in ensuring customer satisfaction. In order to remove the customer pain that lead to escalated complaints, I instituted an early complaint detector that encourages technical and non-technical staff to log their observations while working with customers and their vehicles early-on which if unattended could later lead to customer escalations. Show less

  • Regional Manager-Service Operations

    Apr 2018 - Feb 2022

  • Service Manager

    Nov 2015 - Mar 2018

  • Assistant Manager

    Oct 2014 - Oct 2015

  • Service Engineering Manager

    Aug 2013 - Sept 2014
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  Cape Breton University

  Apr 2022 - Jul 2024

  Business Student

  With over eight years of experience in the Automobile Industry which includes Regional Manager position being responsible for entire revenue and operations, I am scaling myself up to the global level by perusing a Post Baccalaureate Diploma in Business Management from Cape Breton University, Nova Scotia Canada.With the blend of my technical education with experience in Automobile Industry and the Business Management degree undergoing now , I am preparing myself to explore more Business Management positions in Automobile Industry globally. Show less

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  Pye Chevrolet Buick GMC

  Jun 2024 - Mar 2025

  Assistant Service Manager
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  Colbourne Ford

  Mar 2025 - now

  Service Manager