Mohd Hazlie Haris

Aftersales Program Development: Extended Warranty & Service Packages

Warranty Management

• Directed end-to-end national warranty operations, aligning processes with FORD standards, regulatory requirements, and corporate KPIs.
• Developed and launched Extended Warranty Packages (EWP) and Extended Service Packages (ESP), targeting a 15% penetration rate relative to new vehicle sales, contributing to long-term revenue and customer loyalty.
• Led cross-functional initiatives with Sales, Marketing, and Dealer Networks to promote and integrate aftersales programs into the customer journey.
• Introduced Robotic Process Automation (RPA) to streamline warranty submissions to OEMs and automate COB (cost-of-business) reconciliation with SAP, significantly reducing manual workload and improving cost control.
• Analyzed service performance data, warranty trends, and dealer compliance metrics to identify gaps and implement process improvements across regions.
• Designed warranty-related policies and guided internal/external audits to ensure consistent standards and fraud prevention.
• Partnered with technical, logistics, and field operations teams to address complex claims, campaign issues, and service quality concerns.
• Led digital transformation initiatives including dashboard reporting, KPI visualization, and automation tools to enhance decision-making and transparency.
• Managed and developed a team of warranty professionals, fostering a culture of continuous improvement and accountability.
• Presented regular performance reports to senior management, contributing to strategic decisions on aftersales planning and operational direction.
• Conceived and launched Extended Warranty Packages (EWP) and Extended Service Packages (ESP) as part of a long-term customer retention and post-sale revenue strategy.
• Designed product structures, risk frameworks, and pricing models aligned with actuarial forecasts, vehicle lifecycle trends, and aftersales profitability goals.
• Collaborated with Commercial and Marketing Divisions to integrate EWP/ESP into the customer journey, from vehicle purchase through ownership maturity-positioning the programs as core value propositions.
• Deployed nationwide dealer enablement and sales training to drive frontline adoption, enhance product confidence, and standardize upselling execution.
• Established governance and performance monitoring tools to measure uptake, claims behavior, and contribution to service absorption rates.

Achievements:

Successfully led the national warranty team through a strategic transformation that streamlined and simplified the warranty submission process via Robotic Process Automation (RPA)-significantly improving operational efficiency, claim accuracy, and processing time. This initiative contributed to a principal rejection rate of just 0.02% against total claim value, highlighting robust process compliance. Additionally, designed and executed the national rollout of EWP & ESP, achieving a 15% penetration rate relative to new vehicle sales. These initiatives collectively enhanced aftersales customer retention, strengthened dealer service loyalty, and established a sustainable post-sale revenue stream.

• Lead the development and execution of a competitive pricing strategies, optimizing revenue and ensuring competitiveness in the Malaysia automotive aftermarket industry.
• Conducted market analysis and competitor benchmarking to ensure pricing decisions aligned with market trends and customer expectations.
• Formulated and implemented strategic plans, aligning part pricing, 3PL warehouse, and distribution activities with organizational goals.
• Collaborated with cross-functional teams such Marketing Dept, Body and Paint Dept, to establish pricing models that balanced profitability with customer satisfaction.
• Lead the oversight and optimization of relationships with third-party logistics (3PL) providers to ensure efficient warehouse operations.
• Managing the distribution network, collaborating with 3PL partners for timely deliveries, and optimizing logistics and distribution routes to minimize costs.
• Identify opportunities for cost reduction and operational improvements to drive overall business success.
• Initiate and cultivate strong relationships with vendors, negotiating advantageous terms for pricing and ensuring timely deliveries in collaboration with 3PL logistics.
• Enhanced operational efficiency by implementing Robotic Process Automation (RPA), leveraging the capabilities of Microsoft Power Automate and UI Path, to streamline and reduce administrative workload.
• Design and execute distribution strategies to enhance product availability and delivery timelines.
• Collaborate with logistics partners to streamline transportation and distribution networks.
• Evaluate and select distribution channels that align with company objectives and customer requirements.
• Managed budget preparation and utilization for automotive part pricing, 3PL warehouse, and distribution operations.
• Implemented cost-effective strategies to optimize resource allocation, ensuring financial objectives were met in alignment with organizational goals.
• Demonstrated proficiency in financial planning and execution to drive efficiency and maximize results in Financial year 2023.

• Oversee the entire claims process, from the moment a claim is filed to its resolution.
• Lead a team ensuring that the claims process is smooth, efficient, and customer focused.
• Analyze claims data to identify areas for improvement, develop policies and procedures to streamline the claims process, and collaborate with other departments, such as customer service and marketing, to improve the overall customer experience.
• Implement the dealer technical escalation procedures for immediate technical support and the Prior Work Approval (PWA) to expedite vehicle repair to reduce customer waiting time.
• Responsible for building relationships and partnerships to develop a service network that can deliver the best possible service to customers.
• Conduct regular audits to assess compliance with quality standards and identify areas for improvement.
• Play a pivotal role in shaping our culture and ensuring that Customer Peace of Mind.
• Manage Recall campaign management between suppliers and Malaysia local authority.
• Effectively overseen marketing budgets, strategically allocating resources to significantly enhance recall completion rates, with a particular focus on the TAKATA Airbag recall.
• Regularly engaging with the Malaysian Automotive Association (MAA) and collaborating with various brand distributors to formulate strategic initiatives aimed at enhancing completion rates for recall campaigns.
• Analyzed quality and performance data to support operational decision-making.
• Engage, develop and lead the technical services, warranty & quality teams.
• Conducted in-depth investigations into product defects, identifying root causes and implementing corrective and preventive actions to enhance overall product quality.
• Spearheaded effective communication channels between the principal, Mitsubishi Motors Corporation, and local part vendors to collaboratively develop and implement quality initiatives, successfully mitigating risks in the process.
• Participated in departmental meetings to establish short- and long-term strategy.
• Monitored KPIs to proactively address bottlenecks and quality issues.
• Orchestrated and led a high-performing warranty team, empowering them to consistently exercise sound judgment and adhere to policies, assuring customers of the longevity and performance of their purchases.
• Meticulously prepared and managed the warranty budget, adeptly navigating annual claims within allocated financial parameters.
• In 2022, achieved a remarkable 80% completion rate for the TAKATA Airbag recall, a testament to effective management and operational excellence.
• Diligently reported product defects promptly and pursued continuous follow-ups on countermeasures, elevating the overall customer peace of mind experience.

• Improved overall warranty claim processing time by implementing streamlined processes and efficient workflow management.
• Shared Warranty Bulletins related to warranty SOP and claim information with service outlets, ensuring clear communication and adherence to standard operating procedures.
• Analyzed technical problem trends through warranty claim data, enabling proactive identification of abnormalities and timely alerts to relevant stakeholders.
• Conducted regular audits and monitoring of the Warranty Process to ensure compliance with regulatory and SOP requirements, maintaining high standards of quality and adherence to industry regulations.
• Enhanced warranty process flow to shorten reimbursement lead time, promoting improved cash flow for dealers' business and enhancing overall operational efficiency.
• Elevated the Dealer Management System (DMS) to enable timely claim submissions and enhance efficiency and accuracy, while reducing skipped processes.
• Empowering dealers to manage claims below a specified threshold without distributor approval, elevating their capabilities.
• Sending teams for training and standardizing warranty claim policies and SOP to enhance customer service skills, leading to a marked rise in customer satisfaction ratings.
• Implementing cost-saving measures in warranty operations, ensuring expenses align with allocated budgets.

• Processed warranty claims in strict adherence to manufacturers' standards.
• Assessed the quality and compliance of warranty job cards.
• Handled the processing of invoices to finance department.
• Conducted regular audits of outlets to ensure service and warranty standards compliance.
• Collaborated with manufacturers to resolve claim discrepancies.
• Provided comprehensive warranty training to outlets.
• Prepared and submitted detailed reports to management.
• Established robust assessment protocols for warranty submission, leading to a reduction in errors and elevating service delivery standards.
• Performs outlet audits to ensure service and warranty standards adherence, significantly boosting compliance and customer satisfaction.
• Facilitated resolution of claim discrepancies with manufacturers, ensuring fair and prompt resolutions while fostering positive partner relationships.
• Led comprehensive warranty training sessions for outlets, enhancing staff expertise and knowledge.

• Monitored testing processes, test development and user acceptance testing.
• Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.
• Collaborated with development team and reviewed technical specifications to create testing programs.
• Monitored product standards and quality-control programs.
• Educated employees on specific QA standards and confirmed maintenance of standards.
• Improved the Quality Assurance processes within the factory, leading to a substantial reduction in product defects and overall enhancement of product quality.
• Supported a cross-functional team to develop and implement comprehensive quality control measures, resulting in increased manufacturing efficiency and a notable decrease in production rework rates.
• Through meticulous adherence to quality standards, achieved and maintained ISO 9001 and TS 16949 certification, demonstrating a dedication to excellence in product manufacturing.