Headline

Global Automotive Executive | Aftersales, Warranty & Field Service Optimization | Commercial Operations & Digital Transformation (EV/OEM) | Ex-Mercedes-Benz, Skoda VW & Big-4

About

Most automotive professionals have a lane: OEM, consulting, or technology. Rarely two. Almost never all three. Over the last 15+ years, my career has spanned all three, giving me a 360-degree command of the global automotive ecosystem. I bridge the gap between legacy dealer network operations and enterprise-level digital transformation, holding direct P&L accountability for regional multi-national networks and driving scalable revenue growth across the UK, European, and North American markets. I specialize in commercializing software-defined vehicles, scaling Direct-to-Customer (D2C) EV models, and leading high-performing cross-functional teams to execute massive operational turnarounds. My mandate is simple: align complex digital transformation with aggressive, dealer-level profitability. Commercial & Systemic Scale: Digital Transformation: Architected and deployed an enterprise AI-driven warranty platform for a global commercial OEM. Utilized anomaly detection and automated claim scoring to reduce processing time from 5 days to same-day, cutting manual effort by 65%. Network Turnarounds: Directed commercial strategy for 15 Skoda and VW dealerships across North and Central India, elevating them from Tier 2/3 underperformers to metro-equivalent operating standards. Performance Scaling: Propelled 2 Mercedes-Benz dealerships from a national CSI rank of 30+ to the Top 3 in India within 18 months. Global Advisory: Led a team of 30 across 100+ national dealer audits at Deloitte, directly managing 5 simultaneous enterprise consulting engagements. Beyond direct operational leadership, I actively mentor senior professionals at XLRI Jamshedpur on strategic career direction and market positioning.

Location

Gurgaon

AI stack

claude code

gemini

openai

replit

ChatGPT

Framer AI

Work experience

Mentor at XLRI PGDM (GM), Mar 2023 - Present · 3 yrs 8 mos, Gurugram, Haryana, India, Mentoring senior professionals through XLRI's General Management programme — one of India's most respected business schools. My focus: helping experienced managers think clearly about strategic career direction — how to leverage existing expertise, where to build new capability, and how to position for the roles they actually want. Teaching forces a kind of precision that boardroom conversations rarely demand. You cannot talk in abstractions when someone's career is in the room. It keeps me honest — and it keeps me learning.

Warranty & Aftersales Transformation Lead | Principal Domain Consultant at Tata Consultancy Services, Dec 2021 - Present · 4 yrs 11 mos, The role most people in automotive consulting describe in a headline — I actually built and deployed it. As the Global Domain Anchor for the automotive aftersales practice, I lead core warranty transformation and aftermarket strategy engagements for Tier-1 global OEM clients across EV, luxury automotive, commercial vehicles, and industrial equipment sectors. I directly drive $5M+ USD annually in advisory deal pipeline and spearhead cross-border consulting frameworks across North America, Europe, and India. KEY TRANSFORMATION MILESTONES: AI-DRIVEN GLOBAL WARRANTY TRANSFORMATION: Concepted, designed, and deployed a flagship enterprise AI warranty platform for a global commercial vehicle OEM. Architected an anomaly detection engine, automated claim scoring, and GenAI-powered pre-processing validation. Business Impact: Slashed warranty processing time from 5 days to same-day. Reduced manual operational dependency from 100% down to 35%. Successfully shifted global claims management from retrospective post-approval audits to real-time pre-processing validation (deployed nationally; currently scaling across global PV and EV lines). A European luxury brand is in active PoC. DIRECT-TO-CUSTOMER (D2C) AFTERSALES ARCHITECTURE: Designed an end-to-end next-generation aftermarket and field service operational model for a premier global EV OEM operating across North America and Europe. Redefined how EV service reaches enterprise customers without traditional dealer intermediaries, automated via ServiceNow across 3 regional markets. PRACTICE GROWTH & THOUGHT LEADERSHIP: Author strategic PoVs, high-value RFP responses, and corporate practice frameworks on automotive retail transformation and AI-integrated warranty operations. Direct the market positioning and advisory frameworks used by the firm to win global enterprise automotive accounts.

Area Manager — Dealer Network Performance, North & Central at ŠKODA AUTO Volkswagen India Private Limited, Dec 2019 - Dec 2021 · 2 yrs 1 mo, Gurugram, Haryana, India, Owned aftersales operations and commercial performance across 15 Skoda and VW dealerships in North and Central India. Held direct accountability for service retention, customer satisfaction (CSI), dealer compliance, operational standards, and dealer-level P&L improvement. KEY OPERATIONAL TURNAROUNDS & ACHIEVEMENTS: Network Turnarounds & CSI Optimization: Spearheaded systematic dealer turnarounds by structuring on-site assessments and bespoke action plans. Successfully elevated Tier 2/3 outlets to metro-equivalent operating standards, yielding measurable improvements in CSI and service retention within 12 months. Achieved zero brand-level escalation loss across all HNI complaint cases. Financial Practice Management: Led the Dealer Business Management System (DBMS) initiative in direct collaboration with Deloitte India. Generated granular, dealer-level P&L insights that successfully drove network-wide cost reductions and aftermarket revenue improvements. Digital Dealership Transformation: Introduced and scaled digital tools to automate job card workflows, DMS (Dealer Management System) reporting, and customer communication channels across all 15 regional dealerships.

Manager — Automotive Business Consulting & Risk Advisory at Deloitte, Aug 2016 - Nov 2019 · 3 yrs 4 mos, Gurgaon, One of the founding members of Deloitte India's Automotive Risk Advisory practice — building the client pipeline, establishing the delivery methodology, and scaling the team from the ground up. PRACTICE SCALING & CLIENT MANAGEMENT: Portfolio Value: Orchestrated 5 simultaneous enterprise client engagements at peak, managing a team of 30 and driving INR 2–5Cr in annual billings across dealer network audits, aftersales process optimization, customer loyalty program design, and service delivery model redesigns for Nissan, Mercedes-Benz, and other premier OEMs. National Footprint: Oversaw the operational assessment of 100+ dealer locations nationally, creating corrective frameworks that were subsequently adopted as OEM-standard operating procedures. Strategic Account Leadership: Operated as the primary advisory leader across all engagements, running critical client relationships independently at the Head of Aftersales and CXO level. RECOGNITION: Awarded the 'Above & Beyond Award' for exceptional delivery and practice growth.

Regional Manager — Aftersales Network & Customer Experience, North at Mercedes-Benz India Pvt. Ltd., Jul 2014 - Jul 2016 · 2 yrs 1 mo, Delhi (NCR), India, The number that defines this role: 2 dealerships propelled from a national CSI rank of 30+ into the Top 3 out of every Mercedes-Benz dealer in India within 18 months. Achieved via structured on-site diagnostic frameworks, tailored dealer action plans, localized talent upskilling, and rigorous performance management. KEY OPERATIONAL & STRATEGIC MANDATES: Regional Network Ownership & P&L Oversight: Held sole OEM accountability for the performance, commercial profitability, and service retention of 8 Mercedes-Benz dealerships across North India. Audited and directed regional CSI/NPS delivery, parts revenue growth, brand compliance, and warranty framework oversight. Digital Strategy Pioneering: Led the national pilot and regional rollout of the 'Digital Service Drive' across the North India network—one of the earliest large-scale digital interventions in premium automotive retail in India. Successfully integrated digital check-ins, vehicle health reporting, and real-time service approval workflows across all 8 locations to compress vehicle turnaround time. Executive Stakeholder & Luxury Client Management: Managed high-stakes commercial relationships with dealer principals to drive capital investments into workshop modernization. Acted as the final OEM escalation authority for HNI and UHNWI customer management, successfully protecting brand equity during critical service disputes.

Education

Bachelor of Technology, Automotive Design Engineering, UPES