To maximize the revenue potential from aftersales operations to meet the revenue and margin performance objectives through the Service Advisors target setting.
Ensure and monitor optimal capacity of resources in the front line (Service Advisors, drivers, car cleaners) to deliver Total Quality Management.
Management of WIP to optimize revenue and mitigate the risk of financial loss by closing WIP?s on a daily basis
To constantly evaluate through performance management all direct reports to support the development and growth of all associates.
Study and evaluate current customer verbatim with the Aftersales Manager to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.
Conduct daily meeting with the Service Advisors, Driver and Car cleaners?to align them on the targets and performance expectations
Work with Human Resources and Aftersales Manager to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce
Assign customers to Service Advisor teams to reduce idle/waiting time for customers thus improving net promoter score
Ensure accurate data capture of customer details on SAP by the Service Advisors for effective customer management
Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting for their individual teams.
Handle customer complaints/escalation to enhance business and customer experience opportunities by ensuring that Al-Futtaim customer centricity values are reflected
Manage direct reports to comply with the Toyota Corporate Image standards
Ensure 100% compliance with Standard Operating Procedures
