لؤى الدين ابو بكر السيد صالح

Deputy General Manager
Dealer Network Development (Egypt & NAF Countries)

Setup, Implement & follow up Nissan’s Dealer Network Development
strategy sustainability for the following:
✓ Monitor & support Nissan dealer network profitability.
✓ Ensure dealer sales & quality performance.
✓ Business management activities.
✓ BPM (Below Performance Management) action plan implementation.
✓ Development of DND specific projects.
✓ Secure dealers’ ROS according to Nissan strategy.
✓ Align all network outlets to comply with Nissan NRC.
• Review mid-term network action plan in cooperation with respective
RBU & Regional Director.
• Conduct network performance analysis & identify improvement
actions in line with CSA Strategy.
• Review & agree dealer support budget (start up, investment) in
agreement with management.
• Manage Business Cases approval procedure with RBU & top
management.
• In charge of core Nissan Dealer Network Development projects in NAF
(north Africa) countries.
• Responsible for managing and reporting of KPI’s pertaining to all
Nissan network actions across Egypt.

1#Manage & provide necessary directions, support & control for the service and parts business in dealers’ network to be fully aligned with Nissan strategies & targets.

2#Responsible for monitoring dealers’ achievements in all aftersales related KPIs (Profit, Revenue, CSI, Parts Sales, etc.)

3#Generate new reports required by top management & provide deep analysis to support Management Information System (MIS).

4#Review dealers’ financial reports regularly to ensure maximum operation efficiency & enhance profitability.

5#Prepare clear report on quarterly basis for dealers’ incentive eligibility in terms of KPIs’ achievements.

6#Submit a concrete action plan for low performer dealers & follow up implementation till return back to normal performance.

7#Conduct a deep dive study to determine the area of potential growth in order to formulate the required plans & strategies.

8#Communicate, collaborate & coordinate with all other related department to align business plan approved by Nissan Motor Limited.

9#Communicate with Nissan Motor Limited (NML) on regular basis to align any future programs/activities & follow up smooth implementation in dealer side.

10#Manage, analyze & control customers’ complaints & coordinate any support needed from any internal department to close the complaint and get customers’ satisfaction.

11#Guide dealers’ management in effective utilization of manpower & facilities at the service center to reduce idle time & enhance productivity.

12#Responsible for implementing aftersales operation special projects at dealer side (NES: Nissan Express Service, PUDO: Pick up & Drop Off Service, B&P enhancement program, etc.)

13#Align with planning & marketing teams for preparing Nissan aftersales national campaigns.

14#Cooperate & align with DND (Dealer Network Development) to give the necessary support for new outlets layout.

15#Support Sales team in fleet business activities by aligning a tailor made offers for every account.

16#Support IT department for DMS (Dealer Management System) implementation in both sides (Nissan Motor Egypt & Dealers’ side).

17#Coach, develop & support Field Force Team in their daily activities & evaluate their performance on monthly basis.

18#Support & communicate Technical/Warranty departments to effectively implement all safety related campaigns according to NML’s instructions.

19#Responsible for prepare regular meetings with dealers’ management to review aftersales operation overall performance & all related activities.

20#Member of Nissan Compliance Champions Network (Compliance Ambassador) representing Nissan Motor Egypt globally who responsible for create awareness & continue to strengthen the culture of compliance in the region.

1#Coach and support the Area managers’ staff for after sales operation at Dealer side to support Nissan dealers network to operate according to Nissan guide lines, by implementing Nissan programs which will reflects on Customer satisfaction Index, revenue and profitability.

2#Analyze & track all benchmark data to give the full picture for the market in case of any actions need to be taken (campaigns, Labor price, parts pricing, market trend, etc.).

3#Monitor the dealer’s network performance based on AS KPI’s and take the counteraction accordingly.

4#Evaluate Dealer service outlets based on Nissan evaluation program (F1, 5S, AS-DOS, ASKA, NSSW, etc.) and report regularly.

5#Perform regular visits at dealer side, to make sure of smooth aftersales operation (proactive, appointment, reception, service & follow up) process.

6#Responsible for enhancing Retention through service outlets, parts sales through service workshops.

7#Analyze CSI (customer satisfaction index) results in cooperation with Customer quality department, share results with dealers service manager, find rout cause and prepare clear action plan to recover the weak attributes.

8#Implement AS-DOS (After Sales Dealer Operation Standard) evaluation program for dealers which evaluates all related functions to after sales daily operation (Management, HR, Environmental issues, Service operations, Service marketing & Parts operations).

9#ASKA (After Sales Kaizen Activity) expert (higher operational performance) for tracking & analyzing lead time between all operation process, to increase dealer efficiency & decrease repair time, thus increasing dealer profit.

10#Collecting and consolidating all performance reports for all service outlets, based on standard format used (monthly operation report, daily traffic, parts sales, F1 reports, proactive sheets, etc.)

11#Overall accountability for developing Customer Experience Programs, working directly with Customer Service, Sales, Planning, and Marketing Departments

12#Prepare routine reports, with the objective of keeping the management informed about all issues relating to operations & taking necessary action thereof.

13#Review monthly financial analysis for operations for the Retail Operation monthly report.

14#Conduct extensive study to determine the areas of potential growth in order to formulate strategies to develop those potential growth

1#Support Lexus after sales head - Senior General Manager - in daily operation activities:
- Monitoring monthly achievement progress against budget.
- Conducting daily conference meeting for all centers across KSA to gather feedback from service & parts managers regarding any obstacles in their daily activity.

2#Prepare annual budget & forecast plans.

3#Develop regular reports showing the market and business situation to keep management informed on current, upcoming opportunities and challenges.

4#Coordinate between head office & centers to achieve smooth operation and avoid any stoppage in daily job flow.

5#Responsible for implementation JS (Jameel Standard) in all Lexus centers across KSA & monitoring quarterly progress to achieve target set from top management for evaluation the centers.

6#Person in charge evaluating monthly KODAWARI B&P program in Lexus centers across KSA & raise up quarterly report to TMC.

7#Regularly conducting training center to assure that the approved training plans are compatible with Lexus demand.

8#Assisting in design incentive policies for all Lexus service & parts staff according to their job role & daily activities.

9#Review quarterly all centers' profile & revise manpower and assets accordingly

10#Support in revising all the insurance companies' contracts to clear up the unpaid amounts & reactivate suspended accounts or even establish a new contract for attracting more traffic to body shop workshops.

11#Keep the duties & responsibilities of Equipment & Facility Manger as is under the direct supervision of service operation GM title.

12#Assist in all service marketing plan for Lexus After Sales especially body & paint section.

13#Train, motivate & monitor the performance of all service staff.

14#Support the operational department in implementing processes and systems that ensure adherence to after sales operations policies and procedures.

15#Generate new reports required by top management to support the Management Information System (MIS) required for After Sales operations.

16#Oversee the business analysis for Service & Parts Application business requirement in cost reduction, productivity improvement activities to ensure that the PDCA cycle implementation for the Application development is maintained

1#Ensure equipping standards among centers are aligned and maintenance standards are compiled to ensure they are in serviceable condition for optimum utilization.

2#Support in new service center project's equipment order and electro mechanic specifications (through approved suppliers).

3#Supervise the installation of new equipment and ensure training is provided on maintenance requirement to centers.

4#Assist in the negotiation of the best acquisition price from suppliers.

5#Coordinate with equipment supplier to rectify all service equipment related problems in all our service centers promptly to minimize the lay over period

6#Maintain constant updates in latest equipment technology to identify and recommend repair/service equipment, tools and SST to improve productivity.

7#Provide technical specifications on equipment (space & installation, electro-mechanical requirements) for new construction or renovation projects.

8#Support in design of new center layout to achieve smooth & effective workflow & maximize utilization of Space

9#Coordinate with Paint suppliers & manufacturers on quality and major service support related matters.

10#Unify all Lexus staff uniform as per yearly basis.

11#Coordinate with FOD (Field Operation Department) in all new activities applied in all Lexus centers across KSA.

12#Monthly Meeting with all Lexus Centers managers (service & parts) to review the month performance & review the closing achievements.

1#Manages Service operations in the Center in terms of facility, manpower and service marketing to achieve targets in areas of customer satisfaction, customer retention, gross service sales and net profit by adhering to the company mission, vision and values & applying the operating standard procedures in center’s operation (service & parts )

2#Manage the center after sales activities to ensure that all activities are carried out as per the company’s policies and procedures through effective communication & monitoring.

3#Supervises the service team - especially service advisors - accomplishment through proper manpower distribution, providing skills training and periodic performance evaluation to motivate them to achieve peak productivity.

4#Identified the service operations manpower requirement and ensure that required number of qualified staff are placed and hired in the service operations to meet company productivity standards.

5#Monitor and evaluate the daily performance of the service teams - especially reception team - to ensure that the center business performances are met by taking corrective action in conjunction with the center management, whenever required.

6#Maintain service and parts coordination through the conduct of monthly staff meetings with service staff & Parts Department to ensure high quality service standards are met.

7#Establish annual staff training programs by carrying out a regular staff performance appraisal activity to maintain employee retention & satisfaction.

8#Responsible for contributing to the achievement of revenue, profit, man-hour sales, GDI and increase customer retention through efficient distribution plans for the service operations, effective after sales marketing campaign and high operation productivity

1#Supervise/Manage body shop section (reception, parts & workshop)

2#Plan & manage the efficient production activities of the workshop floor through successful execution of the production plan to ensure increase productivity and production targets met in time.

3#Manage the completion of technician hand tools and the maintenance of workshop equipment, maintain SST, repair manuals, service bulletins and technical information to ensure efficient production process by ensuring that all workshop equipment & tools are working in order and good condition.

4#Overall responsibility of associates’ well-being, prompt attainment of all scheduled job cards, cost effectiveness, manpower development, healthy and safe working environment (HSE), implementation of ALJ & TMC Policies and SOP’s, maintaining Kaizen oriented operation, meeting service operation targets with high GDI, enjoying full cooperation with Reception & Parts Departments at all times and following correct execution of Warranty & Company policies.

5#Meeting and sustaining the set targeted GDI & FIR levels by ensuring that guests are continuously having a good service experience & the Service Center is the first choice & effective implementation of FIR activities & contributes effectively in overall center’s FIR activities.

6#Establish technicians’ skill mix requirement in line with the available center job-mix analysis through timely manpower requirements plans based on business requirements and plan production and workshop load in coordination with and according to reception demand.

7#Assists/ deputizes Service Manager in all areas related to production by ensuring full awareness of what’s expected of him to deliver in terms of understanding MSI, their meaning and implications.

8#Ensure that workshop job planning process is followed properly to maintain on time delivery of available vehicles and communicate workshop load to reception to schedule the new load accordingly.

1#Facilitate the service operation in the center in the terms of manpower and facility to achieve the targets in the area of customer satisfaction, customer retention, and productivity by adhering to the company’s vision, mission and values and applying the standard operating procedure.
2#Managing one’s own time & the other’s time.
3#Monitoring/assessing performance of self, other individuals, or organization to make improvements or take corrective action.
4#Understanding the implications of new information for both current and future problem-solving and decision -making.
5#Establishing & maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
6#Recognize the problems & ability to tell when something is wrong or is likely to go wrong
7#The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

1#Carryout pre acceptance inspection (damage on body, valuables inside, accessories, etc.) & record results on check sheet and confirm with the customer through proper checking of the physical condition and inventory of the vehicle
2#Assist in the center’s achievement of GDI, income, gross profit & customer retention
3#Conduct post service follow up for complaints, issues & concerns to report immediately to service manager
4#Ensure that the repair done from first time as per customer request

1#Quick service area supervision & new vehicle handling (PDI)
2#Take necessary action for incorrect situation in reception area.
3#Back job analysis process for total vehicle received.
4#Control the job flow inside workshop.
5#Conduct regular TSM checklist evaluation.
6#Investigation about job stoppage causes and takes action.

1#Overall supervision of Toyota Section
2#Review daily W/S process
3#Raise weekly report to Head Manger regarding W/S progress