Service Operations Manager

2 months ago

Cape Town, Western Cape, South Africa Bonafide Human Capital (Pty) Ltd Full time
Job Description

**About the Role**

We are seeking a highly skilled and experienced Service Manager to lead our automotive department. As a key member of our team, you will be responsible for managing the day-to-day operations of the service department, ensuring that we deliver high-quality service to our customers while maintaining a profitable and efficient workshop.

Key Responsibilities:

  • Drive the achievement of productivity, efficiency, and customer service level index goals and objectives.
  • Manage a profitable workshop against budget, including analyzing workshop performance data, such as productivity of technical staff, labor rates, and expense monitoring.
  • Manage escalated workshop problems, including technical issue escalation, continuous support and guidance to technical staff, and implementation of corrective action plans.
  • Ensure accurate workshop capacity planning and control of work in progress on all vehicles in the workshop.
  • Achieve industry-leading standards of customer care, process efficiency, and cost control.
  • Exceed all targets and labor sales objectives through efficient workshop operations management.
  • Ensure efficient equipment and asset control, and administration processes.
  • Ensure the highest level of customer satisfaction, service level achievement, and customer retention.
  • Responsible for the annual budget of the Service Department.
  • Manage risk (financial and non-financial) within the department.
  • Ensure compliance with OEM and business policies and processes, as well as adherence to relevant workshop operating procedures and practices.
  • Maintain good housekeeping within the department, including ensuring compliance with BRAND'S CI guidelines within the department.
  • Manage and improve environmental, health, and safety standards.
  • Conduct departmental meetings and general aftersales meetings to ensure effective communication.
  • Manage the training of all service staff.
  • Lead, manage, attract, retain, appraise, and develop staff.

Requirements:

  • Senior Certificate (Grade 12) or equivalent NQF 4 qualification.
  • 5+ years' experience as a Service Manager.
  • Recognised Management Diploma or Certificate – an advantage.
  • Qualified Motor Technician – Mandatory.
  • Valid, unendorsed driver's license and the ability to competently and legitimately drive.
  • Computer literate.
  • An effective understanding of financial principles, including budgeting and forecasting.
  • An effective understanding of relevant technology and systems.
  • An effective understanding of the Environmental and Occupational Health & Safety Acts.

Skills and Personal Attributes:

  • Sound communication skills in English and language commonly spoken in the area (speak & write).
  • Interpersonal competence; effective at working with people and building relationships.
  • Technical, mechanical insight, and experience.
  • Business orientated thinking and resource management; basing decisions on business implications and KPI's, focusing on cost-benefit considerations, and handling resources in a sustainable manner.
  • Good financial acumen.
  • Systems oriented.
  • People management competence, including performance management and employee development & motivation.
  • Problem-solving and motor vehicle fault-finding skills.
  • Delivering results and meeting customer expectations.
  • Coping with pressure.
  • A team player.
  • Motivation to perform and achieve results; focusing on solutions and measurable results, strives for outstanding performance and sets challenging goals.
  • Valuing Diversity.
  • Conflict resolution.

Personal Attributes:

  • Committed.
  • Initiative.
  • Self-managed and resilient.
  • Adaptability.
  • Someone who values and builds relationships.

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