Service & Operational Excellence Manager

The Service & Operational Excellence Manager is responsible for managing an efficient and profitable service department, while providing strong leadership for a diverse cross functional team.

Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with some of the biggest brands in the business to power better mobility today and in the future.

Our diverse global team of over 20,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.

Our Service Excellence Team is currently looking for a talented Service & Operational Excellence Manager for Barbados responsible for managing an efficient and profitable service department, while providing strong leadership for a diverse cross functional team. The primary objective of this role includes ensuring customer satisfaction and retention, through the efficient management of the service operations, maintaining efficiency and quality standards, while controlling costs, and maintaining good employee relationships through consistent engagement with the team.

Here’s what you’ll be doing:

• Drive continuous improvement initiatives to enhance processes, optimise efficiency and achieve strategic objectives.
• Manage the seamless coordination and alignment of efforts across teams to achieve organisational objectives while delivering exceptional customer experience.
• Prioritise tasks and allocate resources effectively to maximise productivity and minimise downtime.
• Make data driven decisions, while considering both commercial and customer impact.
• Manage effective problem-solving for technical challenges by employing a logical and analytical approach.
• Inspire and motivate diverse, cross-functional teams, fostering a collaborative and high-performance environment.
• Deliver customer satisfaction while maintaining operational standards and ensuring compliance with policies.
• Manage and analyse department financial data in order to present monthly reports on the performance and trends of the department.

We'll make a match if you meet the following requirements:

• A Bachelor's degree in Business Administration, or a related field is required
• 5+ years relevant experience in an operational or service leadership role
• Experience managing the day-to-day operations of cross functional technical and non-technical teams
• Exceptional communication skills and ability to delegate responsibilities while maintaining organisational control of operations and customer service
• Computer literacy with good working knowledge of Microsoft Office
• Thorough understanding of people management, financial practices and customer satisfaction
• Experience implementing and executing processes and ability to pivot in an accelerated environment

Role Information:

• Reports to: Head of Service Excellence

• Location: Warrens, St. Michael

• Work Model: On-site

At Inchcape Americas, we are committed to building a diverse, inclusive, and authentic workplace. Inchcape is for everyone. If you are enthusiastic about this role and share our values of delivering great experiences through innovative thinking and working better together, we invite you to apply.

We support diversity and inclusion in all its forms, without discrimination based on age, gender, sexual orientation, nationality, religion, or disability.