Service Administration Manager

2 weeks ago

Sandton, South Africa A-Z Business Professionals Full time

_“Must have BMW costing experience, at a minimum 5+ years, but ideally 10+ years_
- Must have expert Excel knowledge_

**Main purpose of position**

To manage an organised service administration department in adherence to the Company’s Aftersales policies and procedures. Focusing on customer satisfaction. Responsible for mentoring and leading all departmental staff.

**Minimum Job Requirements**
- Senior Certificate (Grade 12)
- Computer literate (Office suite)
- Office administration experience(2years)
- Technical qualification

**Advantageous Requirements**
- Management diploma
- Drivers licence
- Managerial experience within the Motor Dealership Industry

**Manage Motor plan and Warranty claims process**
- Accurate evaluate all Motor plan / Warranty claims
- Submit all claims within specified time period
- Ensure error report is done daily after previous days claims were submitted
- Ensure all claim corrections are done timeously on Ceaser system
- Identify reasons for rejected claims **(if any)**:

- Resubmit rejected claims **(if any)**:

- Follow up on all unpaid claims after specified time period
- Ensure all (non - used) parts are returned timeously to the company
- Ensure car hire authorisations are done and extended if needed
- Motor plan and Warranty plan rejection rate
- Motor plan and Warranty ageing report
- All payments received (reconcile with Finance)
- Ceaser system

**Manage costing process**
- Responsible for regular job card audits
- File all job cards timeously and accurately
- Ensure all problems all completed vehicles on daily WIP are attended to accordingly (i.e. informing workshop)
- Ensure all completed vehicles (service) are costed daily, to prevent claims that is out of submission period
- Ensure job cards costed to correct accounts (M/P. War, Cash)
- Ensure sublet orders raised correctly and sublet invoices captured correctly
- Work in progress report (WIP) vs. carry over report
- Outstanding cash report
- Spot check of job card details accuracy
- KSD
- Job card audits
- Auto line
- Job card analysis sheet
- Dealer net

**Co-ordination of warranty returns parts**
- Ensure all (necessary) parts are returned within specific time period to the company as specified
- Ensure all parts returned is captured and processed by the company
- Assist in process of destroying parts
- Ceaser system
- All destroyed parts attended to

**Responsible for administrative tasks**
- Capture and submit all overtime
- Capture and submit monthly incentives
- Receive all daily generated (DOC) reports (i.e. Carry - over, Turnover, WIP etc.) from system
- Ensure all daily (DOC) reports are submitted to relevant manager (i.e. Production Manager, Service Manager, Dealer Principal etc.)
- Submit (workshop) time and efficiency report monthly
- Submit (workshop) productivity report daily
- Ensure daily activities conforms with dealer standards
- Capture daily clocking
- Monitor absenteeism and submitting leave and sick leave where applicable
- Monitor administrative expenses
- DOC daily reports
- BSI / Kerrigde
- BMR reporting

**Conduct departmental meeting to ensure effective communication**
- Provide information on current administrative staff performance of department (departmental meeting)
- Allow the opportunity for relevant input from administrative staff (departmental meeting)
- Discuss all the company’s bulletins and S-CSI results and potential action plans
- Attendance register for departmental meeting
- S-CSI
- The Company’s dealer standards

**Maintain good housekeeping within department**
- Ensure neat and tidy administrative space at all times
- Ensure all relevant soft/hard copy documents are filed accurately for easy accessibility
- Ensure frontline staff desk is clean and occupied
- Ensure compliance to the Company’s CI (corporate identity) guidelines within department
- Visual inspection of administrative space
- Correct documentation readily available
- Adherence to BMW SA CI (corporate identity) guidelines

**Manage training of all service administration staff**
- Use Training Needs Analysis to identify specific training needs
- Prioritise training required and make the necessary booking
- Complete training form feedback
- Ensure briefing after training to establish competence of staff
- Drive customer - centric behaviour by example to all departmental staff
- All staff are competent as per TNA report
- All training courses attended by staff as planned
- S-CSI
- Performance Management

**Attract, retain, appraise and develop staff**
- Recruit staff, preferably via BMW SA’s recommended recruitment process
- Contribute to developing an enabling culture
- Strive to retain talent
- Develop succession plans for staff
- Drive performance management
- Coach and mentor junior staff
- Ensure all staff are trained according to TNA
- Conduct exit interviews
- Acquire knowledge of Labour Relations Act
- All staff vacancies are filled
- Succession plans for employees are in place
- Department

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