General Manager Service Operations

Job Title: General Manager Service

Location: Chennai

Reports to: Chief Operating Officer

Desired Profile

• Requisite Experience: Minimum 15 years of experience in Vehicle Service function, with a minimum 3 years of experience in a similar role as a team leader or department head role, with any leading automobile dealership.

• Educational Qualifications:

• Essential: BE/B Tech/AMIE/Diploma in Mechanical/Automobile Engineering.

• Age below 50 years is preferred.

• Ability to build high-performing teams.

• Excellent business networking and interpersonal skills.

• Familiarity with modern business practice and digital orientation.

• Customer centricity and quality orientation.

• Excellent analytical skills to evaluate financial and non-financial performance.

• Familiarity with Commercial Segment Vehicles is a mandatory requirement.

Key Result Areas:

• Workshop Profitability
• Customer Satisfaction
• Employee Satisfaction
• Employee Productivity
• Vehicle turnaround time

Key Responsibilities

• Prepare an action plan to meet the financial target of the region based on market conditions, monitor the achievements, take corrective action if the target is not achieved.
• Observe Workshop activities like vehicle flow, outflow and residual vehicles in the shop floor and initiate actions for any debottlenecking that may be required.
• Drive innovative customer satisfaction /retention programs to deliver greater Customer Delight Index
• Lead the implementation of any new initiatives required to improve dealerships' operations and customer experience.
• Provide overall guidance to the regional service team for the effective implementation of service strategy and performance.
• Be the custodian of the overall P&L management of the region.
• Liaison with TML Service Officials.
• Drive periodic service process audits to assess service quality in the units and initiate improvement actions as required.
• Authorise of disposal of scrap and used oil as per internal circular from HO, also arrange disposal of Hazardous waste.
• Monitor Creditors & debtors with in approved limit.
• Oversee the deployment and utilization of assets

Behavioural Attributes Must possess with high proficiency:

• Customer Orientation
• Result Orientation
• Problem Solving and Decision Making
• Initiative & Objection Handling
• Communication and Good Negotiation Skills
• Effective Team Handling & Interpersonal Skills

Knowledge required:

• Ability to make business forecast and budget for the service department
• Able to analyse data and take corrective actions if required
• Able to train, develop and motivate department employees
• Has an eye for detail and is a process champion
• Understand CRMDMS
• PC literate (Ms Office)

Regards

Sayyad Gafoor

Senior Consultant - Sourcing

[email protected]

persolindia.com

Sriram Samanthu Chambers, # 3287,
12th Main Indiranagar, Bangalore I India