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.

Profile:

• Degree in mechanical engineering/automotive
• At least 10 years experience in a workshop and 2 years in a managerial position
• Good understanding of excel and IT proficiency (DMS)
• Understanding of management accounts
• Understanding of the Automobile industry.
• Expertise in planning, executing and overseeing projects.
• Strong skills in developing and maintaining internal and external relationships.
• Strong verbal and written communication skills.
• Ability to lead, motivate and manage teams.
• Ability to multi-task.