Associate Divisional Manager-PRWA Exports Management

1. Lead and govern export market quality issue management by ensuring timely identification, containment, root cause resolution, corrective action implementation and recurrence prevention for all export markets.

2. Act as the central coordinator between international business, product engineering, manufacturing, supplier quality, warranty, and regulatory teams to improve customer satisfaction, product reliability, and brand reputation globally.

3. Drive cross-functional collaboration to achieve timely closure of critical field concerns.

4. Strengthen export market quality governance, regulatory compliance, and recall management.

5. Reduce warranty costs and prevent recurrence of issues through analytics-driven decision making and continuous improvement initiatives

1. Export Market Quality Governance

   1. Own the end-to-end management of product quality concerns arising from export markets. 

   2. Establish governance mechanisms for monitoring, reviewing, and closing export market issues. 

   3. Drive periodic reviews with cross-functional teams and leadership. 

   4. Ensure adherence to organizational quality policies and export market requirements.

   5. Plan and manage the warranty cost for export markets.

   6. Willingness of extensive travels across regions.

2. Issue Identification and Prioritization

   1. Monitor warranty claims, field reports, customer complaints, dealer feedback, and reliability trends from export markets. 

   2. Analyze issue severity, frequency, customer impact, and business risk. 

   3. Prioritize critical issues requiring immediate containment and escalation. 

   4. Maintain issue tracking systems and dashboards.

3. Containment and Escalation Management

   1. Ensure timely implementation of Interim Containment Actions (ICA) and Field Containment Actions. 

   2. Coordinate with international business for field execution. 

   3. Escalate critical issues to leadership based on defined escalation criteria. 

   4. Monitor effectiveness of containment actions.

4. Root Cause Analysis and Resolution

   1. Lead cross-functional investigations using structured problem-solving tools such as 8D, 5 Why, Fishbone Diagram, Fault Tree Analysis, and FMEA. 

   2. Facilitate identification and validation of root causes. 

   3. Drive Permanent Corrective Actions (PCA) and verify effectiveness. 

   4. Ensure robust recurrence prevention measures are implemented.

5. Export Market Stakeholder Management

   1. Serve as the primary interface for regional offices on quality-related matters. 

   2. Coordinate issue resolution activities across Product Engineering, Manufacturing, Supplier Quality, Service, Warranty, and Purchasing teams. 

   3. Conduct regular review meetings with export market stakeholders. 

   4. Drive customer-focused communication and issue closure.

6. Regulatory and Recall Management

   1. Support compliance with market-specific regulatory and safety requirements. 

   2. Coordinate product recalls, service campaigns, and field actions where applicable. 

   3. Monitor execution and effectiveness of recall campaigns. 

   4. Ensure timely reporting to management and relevant authorities.

       

7. Warranty and Reliability Analytics

   1. Analyze warranty trends and field performance across export markets. 

   2. Identify emerging issues through data analytics and predictive monitoring. 

   3. Recommend corrective and preventive actions based on reliability insights. 

   4. Benchmark performance across markets and products.

8. Digitalization and Process Improvement

   1. Lead digital initiatives for export market issue monitoring and reporting. 

   2. Develop dashboards, automated reports, and performance scorecards. 

   3. Improve issue management processes through standardization and automation. 

   4. Drive continuous improvement projects to enhance responsiveness and closure effectiveness.

9. Leadership and Capability Building

   1. Mentor and build team members to handle problem-solving methodologies.

   2. Build organizational capability in field issue management and reliability improvement.

   3. Foster a culture of accountability, customer focus, and continuous improvement.

Experience in Quality, Reliability, Warranty, Product Engineering, Field Quality, or Export Market Management. 

Experience in automotive/commercial vehicle industry preferred. 

Strong exposure to global customer issue resolution, warranty analytics, and cross-functional leadership.