Head of Operations - After Sales (Southern Sales & Service)

Our Client, Southern Sales & Service Company Limited (SSS), is seeking to fill the position of Head of Operations – After Sales. This incumbent will split his/her time between San Fernando and Port of Spain.

JOB SUMMARY

Assumes responsibility and is accountable for oversight of the following Key areas of After Sales: Service Workshops, Spare Parts, Customer Care, Body Shop, Training, Campaigns and Warranty. HSSE, Customer /Employee experience and profitability remain priorities for each functional area. You will set goals, design policies and implement solutions to ultimately ensure operations run smoothly and that the department is productive.

DUTIES/ RESPONSIBILITIES

General

• Must follow and ensure that all points in the Employee Handbook as well as safety policies and procedures are followed.
• Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of all After Sales Functions.
• Devise strategies for ensuring the growth of the departments under your purview, and implement process improvements to maximize output and minimize costs
• Establish of short-term and long-term business objectives to be approved by Executive Management, along with regular progress updates to ensure success.
• Implement growth strategies that align with the Groups objectives by carefully assessing profit and loss while maintaining vehicle throughput and spare parts volumes that meets the needs of the local market.
• High level oversight of all aspects of daily operations and maintain open communication among staff and management.
• Work with the IT department to ensure Spare Parts and Service Managers are optimizing the use of the Dealership Management System (DMS).
• Maintain excellent communication with team members
• Ensure profitability and customer/employee satisfaction.
• Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment.
• Hiring all management positions, completing performance evaluations regularly and developing short and long-term goals for each department manager.
• Attend required meetings and establish good working relationships with Executives, Managers, and all other dealership staff.
• Draw on relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
• Ensure compliance with local laws, international laws, and Company policies.
• Any other related duties as directed from time to time.

Customer Care

• Liaise with Manager of Customer Care.
• Work with the Customer Care Team and Service Manager Teams on customer issues that are escalated and attempt to resolve them before becoming legal matters.
• Work with the Customer Care Management Team to prepare relevant correspondence to customers and assist in the decision making process for all customer matters that are escalated to your position.
• Oversees correspondence regarding customers who have taken legal proceedings or have intentions of commencing legal proceedings against SSS is vetted for accuracy and transparency before same is passed to the company’s legal representatives.

Service

• Oversee the Service Workshop functions and operations.
• Liaises with the Service Managers on the status of vehicle repairs and to ensure that the workshops and other functions are operating at the highest level.
• Do what is required to ensure and maintain minimum return jobs, proper diagnosis, efficiency in repair, high output, profitability, reliability.
• Implement and maintain an incentive program at the service workshops.
• Work with the Service Managers to prepare relevant correspondence to customers that are escalated to your position.
• Implement strategies to ascertain customer experience and retention.
• Implement strategies to ensure the department’s goals and objectives are being realized.

Spare Parts

• Oversee the Spare Parts Department and its functions and operations.
• Liaise with Manager of Spare Parts to ensure the departments are operating at the highest level.
• Do what is required to ensure consistent and reliable ordering, adequate inventory levels and organized warehouses.
• Maintain and improve Spare Parts profitability and cost management.
• Continuous assessments of stock levels and special attendance to old stock.
• Constantly liaises with the Senior Spare Parts Manager to ensure a timely reliable source of spare parts and other items to effect speedy repairs
• Work with the Spare Parts Management Team to prepare relevant correspondence to customers.
• Implements strategies to ascertain customer satisfaction and also to determine whether or not the department’s goals and objectives are being realized.

Body Shop

• Liaises with the Collision Centre Manager and Supervisors on the status of vehicle repairs and to ensure that the delivery times agreed with customer/s are maintained.
• Implements strategies to ascertain customer satisfaction and also to determine whether or not the department’s goals and objectives are being realized.
• Design and implement strategies to ensure timely completion of jobs and quality control measures.
• Work with Body Shop Management Team to prepare relevant correspondence to customers.

Campaigns

• Work with the Campaign Team to keep abreast of manufacturers’ campaigns and work with Service Managers to ensure that field fix instructions are completed on a timely basis.
• Develop and implement an action plan for the administration of manufacturers’ campaigns.

Human Resources

• Lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment.
• Work closely with Human Resources in the hiring all management positions, completing performance evaluations regularly and developing short and long-term goals for each department manager.
• Draft and implement Job Descriptions along with complementing Key Performance Indicators (KPIs)

Training & Development

• Ensure the training and development required by all staff under your purview (technical and otherwise) are completed within the required time period.
• Ensures that the team is well equipped with best industry knowledge and practices to fulfil their respective portfolios, thereby ensuring that the After Sales function remains competitive. 

HSSE

• Ensure HSSE Guidelines are executed (Toolbox Talks, Annual Reviews of SOPs, Workshop/Warehouse maintenance, etc.)

QUALIFICATIONS AND EXPERIENCE

• First Degree in a Related Field
• 10+ Years of Leadership experience. 
• Experience in the industry is an asset.
• Other Certificates or qualifications in the field would be of assistance.

Closing Date: August 17, 2022 

We wish to thank all applicants for their interest, however, only those favourably considered will be contacted.