Operations Manager
ZDEGREE Tire & Auto Services Dubai, UAE
مجموع سنوات الخبرة :31 years, 7 أشهر
ZDEGREE (BOSCH Service), a ZAFCO group company, Dubai UAE, http://www.myzdegree.com
ZDEGREE is a Bosch Service franchise & a multi-brand automotive maintenance company serving customers with the highest service standards. Based in Dubai, U.A.E., ZDEGREE services all types of individual and fleet passenger cars, SUV’s, 4x4’s, vans, light commercial vehicles and trucks. With four service centers in Dubai, ZDEGREE offers a full range of automotive services. ZDEGREE is also the regions first online tire store where customers can order tires & batteries online and have them installed on-site through the mobile service vans which are fully equipped to replace tires, repair tires, fill nitrogen, replace batteries, etc.
Operations Manager:
My principal key result areas were as follows but not limited to:
• Set business targets & objectives for operations division.
• Formulate policies & procedures for operations & define business strategy.
• Pricing of merchandise & services in accordance with the pricing & strategy to generate budgeted profits.
• Evaluate the effectiveness of sales methods, costs, manpower to generate budgeted level of business & profitability.
• Establish & monitor inventory holding & replenishment processes to ensure all time availability of the merchandise.
• Lead, motivate & train the people to achieve the business objectives effectively.
• Establish & monitor the distribution channel to reach merchandise to all sales points timely, safe & in a systematic/ hassle free manner.
• Drive sales within store locations & monitor sales achieved versus target to proactively initiate corrective actions to ensure the set targets are achieved.
• Clearly communicate store & company objectives so both management & employees are well informed.
• Ensure stores visual standards are maintained & customer service standards are met or exceeded.
• Responsible to build relationships with clients & suppliers.
• Ensure compliance & suggest improvements in policies & procedures & improve business processes & systems within my area of control.
TRADING ENTERPRISES, an Al-Futtaim Group company, Dubai UAE, http://tradingenterprises.ae
Trading Enterprises owns the sole distribution rights for Honda, Volvo, Chrysler, Jeep and Dodge vehicles. To provide the full range of automotive services, its state-of-the-art 'After Sales centres' are situated throughout the UAE. Trading Enterprises is an ISO-9001 certified company.
Service Manager, Chrysler Jeep & Dodge After-sales Service, October 2009 to September 2013
• Ensured effective delivery of quality service to customers, meeting monthly / annual revenue & gross margin targets as well as customer satisfaction index (CSI) scores.
• Managed service reception, workshop operation, workshop logistics, tool room, handle invoicing & warranty administration complying with company policies & procedures.
• Dealt with escalated customer issues and ensured prompt resolution leading to customer delight & retention.
• Planned and implemented maintenance schedules for workshop equipment & machines and procured required equipment & tools to maintain smooth service operations.
• Organized periodic testing of machines to ensure safety and calibration of all test & diagnostic equipment.
• Managed all people related activities in the service department including staff welfare, incentives & overtime, discipline, performance appraisals, conflict resolution, training & development to maintain a motivated & capable workforce. Ensured on time dissemination of the latest product information and technical inputs to all personnel.
• Liaised with the warranty department & principals on all technical & warranty issues and provided feedback on product shortcomings by reporting online.
• Reviewed and updated processes & systems to effectively meet changing business needs.
• Coordinated with vehicle sales, spare parts, finance, HR & IT departments and ensured smooth operations meeting company objectives & client expectations.
Workshop Controller, Body Repair Centre, January 2006 to September 2009
• Managed the operations looking after body repairs of all vehicles of the various franchises operated by the company which included Honda, Volvo, Chrysler, Jeep & Dodge.
Workshop Controller/Senior Service Advisor, Volvo Cars Service, March 1999 to December 2005
• Was responsible for providing effective after-sales and maintenance services to clients meeting all predefined standards.
• Managed the used cars service operations of Al Futtaim Automall as an additional responsibility covering preparation of cars for sale and after-sale service dealing with most of the leading car & SUV brands in UAE, during 2002-2003
• Achievements
• Won the Volvo International Service Training Award biennial competition at the Middle East level in 2002, 2004 & 2006 and attended the Volvo International Winner’s Conference at Sweden during all three years that I won.
• Stood first in the Trading Enterprises Service Advisors’ Skill contest, 2004
• Was the winner of the Service Technical Training contest, 2003
• Attained Volvo Service Advisor Competency Level 2 (highest level), 2002.
KARNATAKA AGENCIES, Mangalore India, http://www.karagencies.com
Karnataka Agencies is one of the main dealerships of Mahindra & Mahindra - the leading manufacturer of multi utility & sports utility vehicles in India. Karnataka Agencies was an ISO-9002 certified company.
Works Manager
• Headed the Service department and led a team of 65+ skilled and qualified personnel and managed PDI, service, maintenance, vehicle repairs - mechanical, electrical, body & paint and a government approved emission testing facility.
• Supervised efficient functioning of service reception, workshop operations, tool room, lube & wash, body repairs & painting and emission testing achieving superior customer satisfaction.
• Looked after invoicing, warranty claims, legal matters and coordinated with vehicle sales, parts, finance and IT to ensure smooth service delivery to customers.
• Managed workshop logistics, planned and procured required equipment & tools, maintenance of equipment & machinery, safety testing of equipment and calibration of test & diagnostic instruments.
• Was responsible for safety, housekeeping and compliance with pollution control regulations.
• Looked after all human resources management activities like recruitment, training, discipline, motivation, technical support and updated product related training to build and retain a resourceful workforce.
• Liaised with M&M on all technical matters and provided feedback on product shortcomings through technical reports.
• Contributed to marketing of service by introducing attractive customer friendly service schemes and campaigns.
• Achievements
• Consistently achieved and exceeded revenue targets set by the Managing Partner.
• Coordinated with the Managing Partner in design & development of a new facility for sales, service and spares of Mahindra vehicles at Mangalore which opened in 1995 and achieved the best M&M dealership award in 1996
• Established two branch workshops in neighbouring districts and supervised their service operations, 1997-99
• Spearheaded successful efforts in obtaining ISO 9002 certification becoming the first ISO certified workshop among over 250 M&M dealership workshops across India.
SOLAR AUTOMOBILES, Bangalore India
Main dealer of Maruti Suzuki vehicles & was ranked as the best workshop all India level for three consecutive years.
Executive Trainee
• Gained hands on experience in vehicle maintenance/ repairs, quality control & supervision
First class