Service Operations Manager – Automotive Corporate

Job description / Role

Al-Futtaim Automotive occupies the pre-eminent position of the largest distributor of automotive products in the Emirates, and leads the rapid development of automobile business in the region, while continuing to contribute to their brands worldwide growth.

Today, Al-Futtaim Automotive is synonymous with brands such as Toyota, Lexus, Honda, Jeep, Dodge, Chrysler and Volvo which enjoy undisputed leadership in the UAE in terms of the largest number of vehicles on the road. We also hold exclusive franchises for some of the world's top automobiles, plant and automotive products like Hino - Japan's leading heavy-duty vehicle manufacturer, Toyo & Chen shin/ Maxxis tyres, GS & Panasonic batteries as well as the franchises for Hertz Rent-a-car - the worlds largest rental and leasing company and FAMCO heavy goods Machinery.

Job Title: Service Operations Manager Automotive
Reports to: Senior Managing Director - Business Development Automotive
Direct Reports: 0
Department: Corporate
Location: Festival Tower - Dubai UAE
Band: I

Job purpose:
To directly assist the Senior Managing Director - Business Development Automotive to achieve the 5-year mid-term organic and inorganic growth strategies/KPI's defined within automotive. Overseas growth is the key deliverable by way of developing Service and Bodyshop with existing brands and newly identified markets and brands alike across the MENA region.

Description:
* Budgeting : To provide inputs for annual service /bodyshop budgeting by taking into account the UIO, future units sale, past performance to ensure that the Company's Objective of growth is in line with the Market conditions.
* Revenue & Profit: To help maximise the business revenue streams and optimising key Service/Bodyshop KPI's of Productivity, Efficiency and Utilisation.
* Business Intelligence (organic & inorganic growth):

To provide support to the Senior Managing Director by way of new opportunities presented whereby market intelligence and dealer visits are fundamental re input as to the business case (AFE).

* CSI: To develop, implement and improve Service/Bodyshop process across the brands and geographies to enhance the Customer service experience associated with best in class.
* Dealers Standards: To work with location Service/Bodyshop Managers on developing, implementing and improving on the Standard service transaction defined by the Principals.
* Customer Retention: To develop, implement and improve CRM activities (world class) to improve estimate conversion ratio by proactively anticipating the changing needs and demands of the Customer's and Insurance companies for the locations directly reporting.
* Staff Retention: To develop and implement systems for motivating the team members to increase their engagement levels and attract new comers and Emiratis to be a company of choice through training & development, regular meetings and defining career path for highly engaged workforce in the directly reporting locations.
* Facility, Manpower & Equipment Planning: To assess and recommend facility requirements, optimum manpower and Equipment in anticipation of the future business requirement for directly reporting locations.

Job context:
The Service Operations Manager reports to the Senior Managing Director - Business Development whereby in association a driver of organic and inorganic growth across existing, newly acquired and targeted businesses. The role will be to help standardise people, process, culture, IT and facilities by way of a world class environment within service operations.  Market research and overseas travel are part and parcel of the role. The candidate must possess strong self-initiative, and be self-sufficient.

Requirements

Minimum Qualifications and Knowledge:

* Graduate Engineer in Mechanical/Automobile. Post graduate in Business management would be an added advantage.

Minimum Experience:

* 10-15 years in Automotive aftersales with 5 years in management

Job-Specific Skills:

* Understands Automobile Engineering, Dealer Management system usage and MS office applications

Behavioural Competencies:

Excellent communication skills, excellent leadership skills, People focus and Excellent Customer handling skills. Viewed as a team player

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.