We are seeking a highly skilled and motivated Operations/ Aftersales Manager to oversee the operational and aftersales functions of our vehicle leasing business. The ideal candidate will have extensive experience in motor repair, claims management, and customer service. This role is crucial for ensuring operational efficiency, high-quality vehicle maintenance, and exceptional aftersales support.
Job Responsibilities & Duties
Oversee day-to-day operations of the vehicle leasing department.
2) Ensure efficient allocation and utilization of the vehicle fleet.
3) Manage all aspects of aftersales services, including maintenance, repairs, and customer support which includes complaints and feedback.
4) Develop and implement aftersales strategies to improve customer satisfaction and retention.
5) Oversee and manage the vehicle repair process, ensuring timely, cost effective and high-quality repairs.
6) Liaise with insurance brokers, companies and repair workshops to expedite claim settlements.
7) Conduct regular training sessions to enhance team skills and knowledge.
8) Monitor team performance and implement improvement plans as necessary.
9) Prepare and present regular reports on operations and aftersales performance.
10) Analyze data to identify trends, areas for improvement and develop/ implement action plans based on analysis to drive continuous improvement.
11) Any other duties as assigned.
Job Requirements.
- Bachelor's degree in Business Administration, Automotive Engineering, or a related field.
- Minimum of 5 years of experience in operations and aftersales management within the automotive or vehicle leasing industry
- Extensive experience in motor repair and claims management.
- In-depth knowledge of vehicle maintenance and repair processes.
- Strong understanding of insurance claims processes and procedures.
- Proficiency in using fleet management software and Microsoft Office Suite.
- Strong leadership and team management skills.
- Excellent problem-solving and decision-making abilities.
- Exceptional communication and customer service skills.
- Ability to manage multiple priorities in a fast-paced environment.
- High level of organizational and time management skills.
- Ability to build and maintain strong relationships with stakeholders.
