Overview of the role:

Monitor the aftersales activities of designated branches to ensure the compliance with Al Futtaim Automotive Operation standards and feedback the performance for guidance and improvement. 

Identify opportunities for Operational Improvements through regular field visits.

Subject Matter Expert / Internal Consultant on aftersales process standards and drive change management

-   Implement Principal programs in the network.

-   Develop improvement action plans and map it vs. Branch, Department, Management next step ownership.

-   Implement Aftersales standards in the network.

-   On-the-job training support in network to Dealer Principals, Aftersales Manager, Service Advisor, Technician and other relevant roles as per the need.

-   Progress review with Dealer Principals and Branch Manager

-   Publish management report on improvement, sustainment and escalation.

-   Owner of respective branch improvement

What you will do:

• Conduct regular field visits and follow up with assigned branches to ensure the sustainment of all process/ programs rolled out in the network. Compile field visit reports/action plan on a timely manner.
• Identify performance gaps and develop action plans in consultation with branch management. Monitor progress of operational improvement activities on a weekly, monthly and quarterly basis to track status, achievements and anticipate support needs.
• Support the implementation of operational improvement projects by conducting detailed process studies in measuring and analyzing the effectiveness of program deployments.     
• Conduct regular trainings/ refresher sessions to improve the understanding of process standards for all branch associates and each role objectives to fulfil process requirements. Support branch management in developing Process Champions.
• Act as an internal consultant for sharing and implementing operational excellence best practices across network. Support Operational Excellence Manager to improve the contents on Best Practice Bulletins.
• Monitor Process KPIs of assigned branches and support branch managers in doing gap analysis, implementation of corrective actions and assessments to ensure that the gap is closed.
• Perform the regular assessment of frontline staff to ensure their adherence on brand guidelines and customer service etiquettes.
• Works with ASMs in assigned branches to find ways to improve the overall profitability of the branches by reducing Operating Cost & Expenses.

Skills

Required skills to be successful

• 5 years’ experience in operations or customer service role
• Good understanding of processes, improvement action and best practices
• Grasping current condition & countermeasure planning
• Problem Solving Skills

About the team

The role will report to the Operational Excellence Manager and you will be working alongside with other highly analytical, motivated, results driven and creative Operational Excellence Executives. You will be working in a dynamic and busy environment wherein you will be dealing directly with different Stakeholders across the organization.

What equips you for the role

• The ideal candidate for this role should have a Degree or Diploma in any discipline.
• You will have at least 5 years overall experience.
• Experience on Kaizen or Principal Programs implementation is added advantage.
• You should have the ability to think ‘Out of Box’ and learn new programs and later implement it.
• You should also be able to communicate effectively with strong analytical, communication and inter-personal skills with administrative competence.