The Operations Manager is responsible for all aspects of ABC service and repair workshops in both Port-Louis. Main duties include managing the scheduling and coordination of repairs and maintenance, ensuring efficient workflow and high-quality service, and optimizing resource utilization.

Key Duties & Responsibilities

1. 1.      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, while exploring innovations to enhance services, expand market share, and stay competitive.
• Lead the execution of approved strategic initiatives and closely monitor their implementation and progress to ensure they meet established objectives and goals.
• 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.

1. Workshop Operation Management

• Lead the service technicians, electricians and support staff, ensuring adherence to repair processes defined by OEMs (Original Equipment Manufacturer) and ABC Motors 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.

1. 3.      Operational Optimization

• Refine workflows and procedures to increase efficiency and boost profitability, ensuring effective use of resources and seamless operational processes throughout the organization.
• 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 at the Port-Louis and Phoenix workshops, while tackling absenteeism and tardiness issues.
• Identify, evaluate, and implement technological solutions aimed at improving operational efficiency, including automation, tracking systems, and data analytics.
• Partner with IT, Customer Experience, and other stakeholders to optimize the use and functionality of the Dealership Management System (DMS).

1. 4.      Relationship Management and Negotiation

• Maintain open communication channels with stakeholders and build strong relationships with customers, suppliers, business partners, and other stakeholders.
• Monitor customer satisfaction, conduct root cause analysis of complaints, and implement corrective actions to address issues and prevent escalation.
• 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.
• Negotiate supplier contracts to ensure seamless departmental operations and utilize their networks to enhance business opportunities and support operational efficiency.

1. 5.      Financial Monitoring & Reporting

• Consistently review and report on the operational and financial performance of their respective departments, providing weekly updates on progress against strategic targets.
• Identify cost-saving and revenue-boosting opportunities while closely monitoring and effectively managing debtor performance to enhance overall financial efficiency and profitability.
• Supply performance metrics to the Planning & Monitoring Committee to aid strategic decisions and annual business plan development, while reviewing KPI progress every six months.
• Closely monitor and manage debtor management
• Quotation monitoring
• Stock ageing – monitor stock ageing and work out strategy to clear the ageing and obsolete stock
• WIP - daily monitoring and management of WIP control and ensure every invoice is closed on daily basis

1. 6.      People Management

• Manage the team with fairness and equity, fostering a collaborative and communicative environment.
• Regularly conduct 1:1s and performance appraisals to assess individual performance, ensuring recognition and rewards for high achievers.
• Ensure service technicians complete necessary training, access current vehicle information, and receive coaching to meet performance objectives aligned with strategic goals and career growth.
• 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.
• Design incentive/commission schemes for team motivation.
• Closely monitor technical training with HR assistance.
• Design and implement a continuation plan
• Monitor and keep informed of all expatriate process and renewals

1. 7.      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.
• Ensure adherence to ISO 9001:2015 standards for successful audits and certification, while actively participating in ISO meetings to evaluate risks and propose effective solutions.
• Continuously assess and modify corrective actions as needed to improve operational efficiency and effectiveness in organizational processes.
• Collaborate with customer service teams to enhance the customer experience, ensuring timely and high-quality service.
• Identify and implement safe work practices, adopting a systematic approach to risk management.

Key Skills & Competencies

• Understanding of the Automobile industry
• Expertise in planning, executing and overseeing multiple projects
• Strong skills in developing and maintaining internal and external relationships
• Strong verbal and written communication skills
• Ability to lead, motivate and manage team