General Manager - Aftersales at CIG Motor Ltd

What You Would Do

• Based on Aftersales Strategy, define and manage co-ordination of the long-range  strategic plans for the Aftersales business based on future business growth;
• Proactively drive a collaborative, dynamic planning process – understanding the work that needs to be done against the capacity and capability of the wider team;
• Maximize efficiency and profitability for the service department within the VI Aftersales, in line with the current offerings and the projected business growth.
• Drive improvements and increase efficiencies and consistency within the After Sales team.
• Manage the Aftersales Team, consisting of After Sales Managers, Service Center Managers, and Technicians in the VI G-style workshop by setting clear targets and KPIs to excel and over-achieve.
• Ensure all warranty and repair work carried out adheres to manufacturer and company standards
• Ensure technical capability of repair personnel and process to insure effective repair and Data/ reporting is timely, accurate, and detailed.
• Responsible for Technical Support Escalations for internal and external clients.
• Responsible for all Service Contracts from a commercial perspective and process support internally.
• Lead and develop the competence within the After Sales team to fit the company's long-term strategy and develop solutions to design challenges with constraints on cost, quality and performance

KPI

• Optimized levels of customer service to achieve a high Customer Satisfaction Index (CSI)
• Improved customer retention
• Maximized productivity and returns
• Accurate costs and profit performance managed by facts
• 100% timely utilization and accuracy of after sales tool (Atlas) in all service centers
• Spare parts and refurbishment stock management and availability
• Accurate parts and inventory forecasting and reconciliations
• Quality of Repair
• Quality of Data and Data reporting.

Desired Skills and Experience

• Minimum of a degree in a relevant field preferably within business/business management;
• 8 - 10 years of experience, 5 of which are in a similar position in an automobile industry with a track record for strong  leadership capabilities;
• Demonstrated experience in the management of Aftersales Services department in a target- driven role;
• Experience in achieving against sales targets.
• Have a strong drive for results and the determination to deliver according to plan;
• Experience in implementing change and development of processes to increase efficiencies;
• Excellent communication skills able to interact on different levels of the organization;
• Strong mindset for meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality;
• Have an inquisitive mind with a keen eye for detail and will strive for world class performance, promoting innovation and teamwork;
• Passion for social enterprise, development of people and environmental benefits;
• Repair Operations experience highly desirable