Operation Manager, Ownership Operations

Position:                  Operation Manager, Ownership Operations

Reporting to:           General Manager, Ownership Experience

Location of work:    Kuala Lumpur, Malaysia

Job Overview:

The Operations Manager will play a pivotal role in driving customer satisfaction and operational excellence across Kia’s after-sales services. This position is tasked with overseeing the Distributor and National Sales Company’s operation including managing critical systems like Dealer Distributor Management System (DDMS), Dealer Customer Satisfaction Index (DCSI), Kia Aftersales Customer Survey (KACS), Kia Connect, and Dealer Customer Management System (DCMS), and improving customer service through data-driven strategies and team coaching.

Key Responsibilities

1. Manage After Sales DCSI

   • Develop and execute strategies to consistently improve the Dealer Customer Satisfaction Index (DCSI) for After Sales operation across Kia’s dealerships.
   • Ensure the accurate collection and analysis of customer feedback, using these insights to implement targeted improvement initiatives at the dealership level.
   • Work closely with distributor managers to identify areas of improvement, drive action plans, and monitor progress toward achieving higher satisfaction scores.

2. Monitor Service Marketing for Customer Satisfaction (CS) Improvement

   • Collaborate with the distributors on service marketing ideas that meets market demand including proposed initiatives from HQ to be implemented in the market.
   • Monitor key service marketing initiatives aimed at enhancing customer retention, loyalty, and satisfaction, with a focus on improving the overall customer experience.
   • Ensure that customer service-related marketing campaigns are data-driven and effectively implemented at all touchpoints.

3. Manage Kia After-sales Customer Satisfaction (KACS)

   • Take ownership of KACS, starting from survey setup and preparation, ensuring accurate tracking and analysis of customer satisfaction levels.
   • Lead efforts to address any drop in satisfaction scores by implementing structured interventions, training dealership staff, and monitoring their progress.
   • Regularly report on satisfaction metrics, identifying trends and areas requiring strategic focus, and providing recommendations to senior management.

4. Kia Connect Implementation and Monitoring

   • To manage post launch of Kia Connect, a platform that provides customers with real-time vehicle data, service reminders, and telematics. This involves a deep understanding of connected car technology and its impact on the customer experience.
   • Ensure that dealerships are fully trained on how to utilize the Kia Connect system to enhance their service offerings and maintain real-time communication with customers.
   • Troubleshoot any technical or operational challenges that arise during the implementation of Kia Connect, working closely with technical teams and vendors to resolve them.
   • Analyse customer usage of Kia Connect and develop initiatives to increase engagement, ensuring that it becomes a core part of the after-sales service offering.
   • Acting as Level 1 Helpdesk; a window between Kia Connect Call Centre and Level 2 Helpdesk
   • Guide Kia Connect Call Centres with FAQ and action flows
   • Release OTA notice to distributors

5. DDMS Implementation, Assistance, and Monitoring

   • Oversee the deployment and ongoing management of the Dealer Data Management System (DDMS), which is integral to managing customer and service data across dealerships.
   • Ensure that the system is being fully utilized by all dealership personnel, providing ongoing training and support as needed.
   • Monitor data integrity, access controls, and system updates, ensuring that DDMS operates smoothly and contributes to improved service efficiency.
   • Troubleshoot and aid in resolving any technical issues related to DDMS, working closely with HQ and technical teams to implement solutions.

6. Dealer Customer Management System (DCMS) - MyService

   • Manage the regional implementation and functionality of the MyService platform, ensuring that it offers a seamless and valuable experience for Kia customers.
   • Oversee the integration of MyService with existing dealership systems, ensuring that the platform provides users with access to their vehicle data, service schedules, and personalized offers.
   • Regularly monitor customer usage of MyService and gather feedback to improve system features and ensure it meets customer expectations by setting up KPI management for close monitoring.
   • Coordinate improvement initiatives based on market situation and share across the market for implementation
   • Provide training and support to dealership teams to ensure they fully leverage the MyService platform to enhance customer engagement.

7. Field Service Operations Liaison

   • Act as the key point of contact between HQ and field service teams, ensuring that all HQ directives, service protocols, and improvement initiatives are communicated effectively and executed at the dealership level.
   • Provide ongoing support to field service teams, assisting with troubleshooting operational challenges and coordinating resources as necessary.
   • Ensure that field service operations maintain the highest standards of customer service, responding quickly to any HQ requests or dealer issues.

8. Distributor and National Sales Company (NSC) Performance Compilation

   • Collect, compile, and analyze performance data from distributors and National Sales Companies (NSC) to ensure that they meet their service and customer satisfaction targets.
   • Provide detailed performance reports, benchmarking against key performance indicators (KPIs) and offering actionable insights for improvement.
   • Use this data to facilitate regular performance reviews with distributors and NSCs, helping them to continuously improve their operations and meet customer expectations.

9. Coaching New Joiners in Service at Distributors

   • Develop a structured onboarding and training program for new service personnel at distributor locations, ensuring that they quickly understand and adhere to Kia’s customer service standards.
   • Provide one-on-one coaching and mentoring to new hires, focusing on developing their technical skills, customer interaction abilities, and problem-solving approaches, where necessary.
   • Continuously assess the training needs of new staff, updating the coaching program to reflect evolving service practices and customer expectations.

Requirements

·       Experience managing regional customer experience, aftersales operations, or dealer performance initiatives.

·       Strong command of English, both written and spoken.

·       Willingness to travel across the Asia Pacific region as required.

·       Valid driving license and familiarity with automotive dealership operations preferred.

·       Malaysian citizen only

Education:

·       Bachelor’s degree in business administration, Marketing, Automotive Engineering, Customer Experience Management, or a related discipline..

Experience:

·       Minimum 5 years of experience in aftersales operations, customer experience, customer satisfaction, service marketing, or dealer network management within the automotive industry.

·       Minimum 2 years in a managerial or team leadership role at Distributor, Importer, or National Sales Company (NSC) level.

·       Proven experience managing customer satisfaction programs, dealer performance initiatives, or customer-facing digital platforms.

·       Experience in regional system implementation or administration of customer-facing digital platforms and dealer systems.

·       Experience working within a regional or multinational automotive environment will be an added advantage.

Skills:

·       Customer Satisfaction (DCSI/KACS) management.

·       Customer experience (CX) improvement and customer journey management.

·       Data analysis, KPI monitoring, and performance reporting.

·       Dealer and distributor performance management.

·       Digital platform management (DDMS, DCMS/MyService, Kia Connect).

·       Project management and change management.

·       Training, coaching, and stakeholder management.

Attributes:

·       Customer-centric mindset.

·       Strong analytical thinker and data-driven decision-maker.

·       High ownership and accountability.

·       Strategic and commercially aware.

·       Excellent communication and influencing skills.

·       Collaborative leader who develops people and teams.

·       Adaptable and resilient in a fast-paced regional environment.

·       Results-oriented with a continuous improvement mindset.