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Senior Manager
4 months ago
The Opportunity
If you have a strong belief in customer-centricity and has prior experience leading teams to deliver service excellence, this could be your next landing pad We have an opportunity for a customer-centric Manager - Service Operations to lead our service centre, who will be responsible for leading operations to greater efficiency and uphold an exceptional level of customer satisfaction.
To succeed in this role, you should be a self-starter, passionate and committed to deliver, embrace changes and adapt to business priorities, and create a winning team culture to serve with passion.
RESPONSIBILITIES:
- Manage daily workshop operations which involves monitoring the throughput of vehicles for service and repair
- Review operational requirements; maintain effective liaison and communication with other departments to provide a seamless operation
- Implement improvements by developing short term and long term plans in areas which are in critical needs / priorities
- Manage a team of technical staff, monitor their productivity and efficiency of the team.
- Monitor and continuously improve the workshop incentive team to motivate the workshop team to achieve beyond their targets.
- Ensure high standard of customer service is delivered.
- Attend promptly to customers' complaints and feedback by personally managing the incident and performing a recovery process to their satisfaction.
- Manage and work with vendors and suppliers and keep updated on the latest products and supplies and manage the procurement of these workshop consumables Frontline Operations
- Improve customer service experience by identifying and creating areas of opportunities for service moments
- Take ownership of customers issues and follow problems through to resolution
- Develop service procedures, policies and standards and create a system to capture accurate records for analysis and statistical reporting
- Recruit, mentor and develop your team and champion an environment where they can excel through inspiration and empowerment
- Stay ahead of economic developments and identify untapped opportunities for development
- Adhere to and lead the approved budget and targets given
Requirements:
- Possess a Degree in any discipline, with 10 years of relevant experience in automotive service centre management.
- Has a track record of operational excellence in similar industry is highly advantageous.
- Tenacious, inventive and highly adaptable to changing business environment, while being able to operate within guidelines and integrity.
- Able to balance taskpeople situations and adopt a fair manner in handling conflicting situations.
- Enjoy staying uptodate with industry insights and bring ideas to reality.
- Has a strong belief in people development, and has demonstrated such in the previous roles
- Armed with good social and communication skills, you connect easily with people of all walks of life, and thrive in a collaborative environment focusing on achieving results together.