General Manager Aftersales
Al Mulla Group
Total years of experience :27 years, 10 Months
Managing aftersales operation for Al Mulla Automotive group.
Formulate Yearly Business plan for the division (Sharjah and Northern emirates) and closely monitor the performance.
Accountable for setting yearly objectives for the whole service dept. and ensure the performance.
Evaluate cost of maintenance and ownership; review regularly by conducting competitive analysis.
Effectively plan yearly, monthly and weekly objectives for Service Dept. for all segments like Revenue/ Profitability/ Inventory value/ Order control/ Manpower productivity/ Parts Fill-Rate and execute same in order to achieve corporate goals.
Set and monitor business targets related to CSI scores.
Develop and maintain a system to continuously improve customer satisfaction.
Implement the corporate policies & strategies to achieve organizational goals.
Accountable for keeping up-to-date on manufacturer warranties and policy procedures.
Formulate manpower requirement, recruit, train and develop staff.
Handle customer concerns and complaints are handled and resolved and assure optimum satisfaction.
Analyze CRM case data and formulate action plan.
Effectively coordinate with Finance and Accounts and ensure payments are processed effectively.
Be part of sales and service cross functional team and ensure maximum customer satisfaction.
Ensure high profit margins for the service agency by improving service qualities, controlling expenses.
Conduct tactical and seasonal campaigns, business leakage and customer retention analysis.
Conduct yearly employee appraisal and personal development plan to keep their skills up-to-date.
Effectively ensure performance of all staff concerned and plan their monthly incentives/ career progression, and training.
Coordinate and support all internal and external audit activities.
Develop service marketing plan for the division.
Ensure full participation and certification as per General Motors Distributor Retail Standard requirement.
Consolidate all kind of service contracts and competitive service menu and promote them using proper selling tool.
Liaise with the concerned dept. to find amicable solution when it comes to customer dispute on product, third party injury (1241) or court (legal) cases.
Distinctive Highlights:
Manage 150 work forces including productive and non-productive and handle average 100 cars per day.
Monitor daily technicians’ performance report and ensure maximum productivity and efficiency.
Hold meetings with key workshop and service reception staff, identifying and resolving issues quickly.
Assist General Manager for formulating business plan & implementing corporate policies & strategies to achieve organizational goals.
To organize all activities to ensure the most efficient and profitable operation of the Workshop Departments by satisfying customers and enhancing customer relations, as well as controlling resources and assets at a level commensurate with profit targets.
To create an environment where the department and its staff develop and excel.
Ensure premises, tools, equipment and other dealership assets are controlled and used effectively to complete customer repairs within time expectations.
Ensure the effective use of technician and productive labor.
Monitor hours attended and worked in order to achieve labor efficiency targets.
Maintain an effective control of expenses in line with agreed objectives by regular examination and review of management accounts and comparisons with budgets.
Work closely with and motivate all staff within the departments in order that they work with the highest degree of commitment and attention to customer needs.
Review the operation of workshop for condition and accuracy of diagnosis.
Ensure routine and unscheduled maintenance is carried out in accordance with manufacturers’ guidelines and operational requirements.
Review jobs in work in progress and/or un-costed jobs, and ensure action is taken to minimize them.
Maintain high CSI rating by handling customer complaints immediately and according to dealership policy.
Implement Retail Operating standard.
Evaluate the workshop functional areas and provide feedback with proper action plan.
Formulate manpower requirement for the year and recruit staff by conducting trade test and personal interviews.
Internal Auditor, Process Team Leader (GM CI standards) & Dept. Coordinator for ISO 9001-2000 Quality Management Systems.
Ensure high profit margins for the service agency by improving service qualities, controlling expenses and ensuring customer satisfaction.
Distinctive Highlights:
Helping Technicians in solving difficulties in their day-to-day jobs. In charge for all resolving technical issues pertains to concerned branch. Managing & running a workshop with capacity of 30 productive & 10 non-productive staff. Understand the Reception needs & priorities the Job & ensure that the work is being preformed based on priority. Monitor workshop load with help of Kerridge software. Ensure the repair is being supervised & monitored by the concerned Foreman. Conduct floor meetings to understand the practical difficulties & issues. Provide on the job trainings. Forward the complete workshop requirement to the senior manager. Preparing work shop equipment & special tools maintenance schedule & maintain on certain Periodicity & keeping a maintenance record. Coordinating with warranty department & getting the prior approval as well as make sure all the warranty documents are attached. Monitoring the work in progress & workshop load. Evaluate Technicians daily Productivity, Utilization & Efficiency report from Kerridge DMS & taking appropriate action. Planning & scheduling yearly leave plan for the service department. Make the working atmosphere safe for health & clean. Take proactive measures to achieve the monthly Targets.
Master Degree In Business Administration (MBA) in Marketing: Awarded by Abraham Lincoln University of Florida. Automobile Engineering: State Board of Technical Education, India. Automobile Engineering Advanced Level Diploma: Completed advanced level Diploma specialized in Automotive Electrical & Electronics system, Power train & Chassis diagnosing from City & Guilds University, U.K