Job Description

overview

Our client is seeking to recruit an Operations Manager who will report to the Senior Manager - Aftersales. The incumbent will manage the scheduling and coordination of repairs and maintenance, ensuring efficient workflow and high-quality service, and optimizing resource utilization.

Responsibilities:

Business Planning and Development:
Master the Dealership Management System.
Provide strategic insights to management and collaborate with senior leadership to define strategic goals and allocate resources effectively.
Contribute operational and strategic insights to annual business planning.
Lead the execution of approved strategic initiatives and closely monitor their implementation and progress.
Regularly collect and analyze market intelligence to guide organizational strategies and pinpoint opportunities for growth and competitive advantage.
Prepare and present comprehensive business plans, including research and analysis, defined objectives, strategies, financial projections, implementation plans, and risk management.

Workshop Operation Management:
Lead the service technicians, electricians and support staff, ensuring adherence to repair processes while delivering exceptional customer service.
Manage workshop operations to enhance resource utilization, productivity, and efficiency while coordinating with the Parts Department on parts orders.
Ensure all vehicle repairs are completed swiftly and to high standards, conducting spot checks on completed jobs for quality and compliance with manufacturer warranties and policies.
Assess and enhance service processes, stay informed on industry trends, and suggest and apply technological and procedural improvements to boost efficiency and lower costs.
Ensure compliance with ISO 9001:2015 standards to pass internal and external audits and maintain certification.

Operational Optimization:
Refine workflows and procedures to increase efficiency and boost profitability.
Identify staffing requirements and skill gaps in relation to organizational objectives and current workforce capabilities.
Develop efficient systems and team structures to support simultaneous operations.
Identify, evaluate, and implement technological solutions aimed at improving operational efficiency.
Partner with IT, Customer Experience, and other stakeholders to optimize the use and functionality of the Dealership Management System (DMS).

Relationship Management and Negotiation:
Maintain open communication channels with stakholders and build strong relationships with customers, suppliers, business partners, and other stakeholders.
Collaborate with the Customer Experience team to address complaints swiftly, while also developing strategies to retain clients after warranty and managing workshop retention rates effectively.

Financial Monitoring & Reporting:
Consistently review and report on the operational and financial performance of their respective departments.
Identify cost-saving and revenue-boosting opportunities while closing monitoring and effectively managing debtor performance.

People Management:
Manage the team with fairness and equity, fostering a collaborative and communicative environment.
Ensure service technicians complete necessary training, access current vehicle information, and receive coaching.
Partner with HR to ensure adherence to policies and procedures and to support the implementation of HR practices.
Resolve absenteeism, overtime issues and monitor closely with HR support.

Quality Assurance:
Perform regular spot checks to ensure that all jobs are completed thoroughly and meet established quality standards for consistent service excellence.
Ensure the Quality Management System (QMS) is consistently maintained with accurate, up-to-date data.
Identify and implement safe work practices, adopting a systematic approach to risk management.