Key Accountabilities
1. Monitoring and providing guidance to the team to ensure the best customer satisfaction
2. Ensuring service levels are adhered to by all team members in a timely and professional manner
3. Tracking and running fleet inventory reports to ensure all vehicles pertaining to the operational branch are accounted and recorded on a daily basis to monitor their physical location (company assets) and measuring utilization of existing fleet
4. Customer Service: Work with the team to ensure that one continuously exceeds customer expectations at all times. Liaise directly with the sales team to establish business opportunities with new or existing customers.
5. Staff training and development: Train, mentor and develop skills of the team members. Assign tasks and give functional responsibilities to the team in line with the business objectives, review them periodically and manage performance of the team to deliver outstanding results.
6. Monitoring and addressing all external/internal correspondence related to departmental functions, vehicle maintenance, service and quality standards and other related concerns from clients to ensure they are resolved in an appropriate and timely manner with utmost focus on customer satisfaction.
7. Oversee the activities of the drivers and assign drivers to contracts.
8. Ensuring vehicle exchange transactions with or without replacements, new vehicle checkouts and termination of rental/lease agreements are completed as and when required.
9. To run and monitor re-registration reports to identify all vehicles that require renewals where the validity of their registrations are close to expiry ensuring these vehicles undergo passing. Registration renewed, vehicle details updated in the systems etc.
10. Handle complaints escalated from both internal and external customers and provide solutions; and Communicate on operational areas supporting all promotional activities targeted to improve inbound sales.
11. Maintaining accurate records of petty cash float through verified supporting documents, e.g. receipts, cash invoices and vouchers to ensure transparency during the authorized use of funds, which solely is concurrent to business and its operations.
12. Monitoring and measuring utilization through individual and team's productivity to meet operational demands and business requirements.
13. Oversee fleet maintenance, checks all repair work performed in shop for completeness. This includes physical inspections and road tests before vehicle is turned back to user departments.
14. Intervene and guide the staff in Fleet in order to solve disputes in general and between fleet and the workshop.
15. Maintain daily inspections and Maintain work orders.
16. Control and monitor unnecessary expenses.
17. Update Operations Supervisor on any changes in the traffic rules.
18. Monitor the productivity with Service Centre/workshop.
19. Prepare a weekly report for the Business Manager on the movement of vehicles.
20. Any relevant ad-hoc duties and/or relevant special projects may be assigned by the Management.
Knowledge Skills and Experience:
• Bachelor’s Degree preferably in Business Management
• 3 - 5 years of Operations management preferably in dealership
• Proven ability to maximize staff utilization
• Ability to successfully manage a team
• Demonstrated ability to communicate, both orally and in writing, in a clear and concise manner.
• Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point).