OPERATION MANAGER

About the role

The Operations Manager provides leadership and support to Outlet Managers and related staff, overseeing outlet performance, stock management, branch control, brand guidelines adherence, and market development. The role acts as a bridge between sales and after-sales functions to streamline workflow and match the desired customer experience journey.

Key responsibilities

• Provide leadership and support to Outlet Managers and related staffs at the outlets
• Review outlet performance and identify areas for improvement based on critical metrics such as sales achievements, H2H, customer satisfaction, insurance renewals and service scorecards
• Act as a bridge between sales and after-sales, streamlining workflow to match the desired customer experience journey
• Propose monthly tactical plans and justifications to COO based on market feedback and competitor analysis
• Analyse daily, weekly, and monthly reports submitted by Outlet Managers and collaborate on countermeasures where necessary
• Ensure stock optimization of each outlet and close monitoring of Free for Sale stocks to minimize aging stocks across the group
• Recommend control measures by identifying possible problems and developing improved procedures in sales, after-sales and customer journey processes
• Ensure all outlets adhere to brand guidelines and CI, and monitor facility conditions to ensure the customer journey matches the brand promise
• Work with Outlet Managers to assess and analyse market potential and develop performance improvement programmes for underperforming outlets
• Conduct regular performance discussions with Outlet Managers concerning productivity and Sales Advisors performance, identifying training or development programs

About you

• Bachelor's Degree
• At least 5 years working experience
• Experience in automotive sales and service is an advantage
• Fluent in English/Malay (writing & communication)
• Highly self-motivated, independent and matured with a positive attitude
• Excellent interpersonal and communication skills
• Commercial Mindset - Commercial optimism balanced with a strong in-depth understanding of operational excellence
• Experience managing an Outlet would be an added advantage
• Good organizational and business planning skills
• Computer literacy with proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)