General Manager Operations
Auto Rent Car Service (a Suhail Bahwan Group)
Total years of experience :24 years, 10 Months
Auto Rent Car Service (ARCS) - Multi-Brand Car Service & Repair Network from the Suhail Bahwan Group Oman, the leader in the automotive industry renowned for delivering excellence in customer’s service.
ARCS across a one-stop facility for Quick & Quality car services and repairs with highly skilled and trained professionals using the latest technology and advanced equipment.
ARCS is the result of insights based on years of automotive experience coupled with in-depth research based on consumer expectations.
Roles:
Managing a team of 128 people with multiple workshop PMGR/Body & Paint, and PDI center.
General Manager cum Country Head: UAE, Automotive service business at ARCS (Suhail Bahwan Group) - UAE’s largest Multi-Brand service network.
Profit Center Head - Responsible for operations, Business development, Network expansion etc.
Overall responsible of managing Service Operations while achieving top line profitability.
Played a key role in streamlining the SOPs thus enhanced operational effectiveness.
Involved in conducting monthly analysis of key performance indicators like Productivity, Efficiency, Labour utilization, Labour & Service Parts Sales, Labour & Service parts Gross Profit, Labour & Service Parts Sales per Repair Order, Labour & Service Parts Sales per bay per day, Appointment Rate and Warranty Handling, etc.
Managed a team of 105 people with multiple workshop PMGR/Body & Paint, and PDI center.
Managed a team of 125 people.
As a Deputy General Manager (DGM - Customer services) my role includes:
Full responsibility of P&L for 3 locations (Handled 48 bays includes PMGR/BP/PDI).
Develop the After-Sales business strategy and monitor regularly the performance of the branch against the budget.
Reviewing trends and Define the market segment and develop marketing plan.
Set and monitor business targets related to CSI scores
Develop and maintain a system to continuously improve customer satisfaction
Implement improvement measures and develop customer-care programs on the basis of the CSI report
Monitor performance of workshop, parts department, reception office and provide guidance whenever is needed.
Review the reports on quality control
Develop and maintain relationship with customers (e.g. government bodies, fleet owners, insurance companies etc)
Analyse the present market shares and customer vehicle retention
Evaluate the activities from the major competitors and also implement market specific-strategies and measures with the support of Marketing and CRM department for the exploitation of business potential
Manage the performance of subordinates by setting targets and monitoring results.
Determine training needs and secure suitable training.
Ensure full participation and certification as per DRS requirements.
Provide continuous guidance, support and feedback to subordinates.
Facilitate a working environment for good employee satisfaction.
Budget the manpower and Involve in recruitment.
Planning, organizing & controlling of retail service.
• Ensuring creation of Monthly Service Management report.
• Development of service revenues, control of costs & profitability.
• Ensuring high standards of Quality & customer care in the service area.
• Controlling staffing issues (vacation planning, establishing responsibilities, discipline, leadership & motivation & training.
• Establishing service organization & work procedures.
• Ensure flow of information & communication with other departments.
• Handling of customer complaints & management level enquiries.
• Ensure safety in the workshop.
Responsible for the delivery of budgeted After sales, net profits, growth, operational excellence and employee performance of branch.
• Responsible for the planning, development and implementation of aggressive and innovative After sales and marketing policies/programs with a view to ensure adequate penetration.
• Direction and administration of all business, After sales and marketing operations and administrative functions to achieve outstanding results for all the division.
• Staff appraisals and Training.
• Responsible for implementing Toyota After Sales Dealer Operations Standards within the Branches ..
• Responsible for maintaining optimum inventory levels.
Responsible for the delivery of budgeted After sales, net profits, growth, operational excellence and employee performance of branch.
• Responsible for the planning, development and implementation of aggressive and innovative After sales and marketing policies/programs with a view to ensure adequate penetration.
• Direction and administration of all business, After sales and marketing operations and administrative functions to achieve outstanding results for all the division.
• Staff appraisals and Training.
• Responsible for implementing Toyota After Sales Dealer Operations Standards within the Branches ..
• Responsible for maintaining optimum inventory levels.
Head a team of qualified professional and technicians constantly working to achieve the target set by management Labour earnings, shop floor productivity, trouble shooting, warranty handling and customer satisfaction.
Liaison with the principals on technical issues, product feedback, manpower training and implementation of system devised by the principal and management.
Liaison with the government and non government organization to ensure smooth operation of workshop.
Responsible for overall trouble shooting, imparting training to technician, warranty handling and labour revenue while maintaining the customer satisfaction at all level.