Al Futtaim Jobs - Business Process Operations Manager - CMC Kenya (Al Futtaim Group) (Dubai, AE)

Job Requisition ID: 37109 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

BUSINESS PROCESS & OPERATIONS MANAGER - AFTERSALES - CMC (Part of Al Futtaim Group)  - Kenya

 

JOB BRIEF

Reporting to the Group Aftersales Director, the incumbent will be responsible for assessing training needs and identifying gaps, support the business in preparing and creating important MIS reports in order to assist the service management in understanding the financial, manpower and efficiency aspects of the department. The role is also expected to be the key person in increasing Customer Retention & achieving higher Customer Satisfaction through improved processes, selling skills & hospitality levels.

 

KEY ROLE RESPONSIBILITIES

  

• Initiating non-tech trainings for all customer facing aftersales associates.
• To standardize & streamline processes within aftersales customer touch points.
• To initiate activities to enhance skills of associates (Annual Skill Contest etc.)
• To monitor recall activities and generate reports from DMS for analysis & accordingly advise actions
• To monitor service marketing activities
• To develop Service Menu pricing & review on regular intervals to stay in line with market.
• Monitor & support respective locations to achieve KPI’s.

 

MINIMUM QUALIFICATIONS, KNOWLEDGE EXPERIENCE & KEY COMPETENCIES

 

• University Degree or a Diploma from a recognized Institution.
• At least 5 years’ experience aftersales automotive.
• A results-oriented person with sound understanding of automotive dealer/distributor business processes.
• Demonstrated leadership skills and Strategic/Systems Thinking, Customer Orientation, Decisiveness.
• Excellent verbal and written communication skills, including the ability to convey ideas and positions clearly.
• Excellent interpersonal skills, with the ability to establish and develop relationships.
• Accountable for devising, planning and delivering a number of complex tactical initiatives in line with a financial, operational and strategic business plan.
• Business negotiation skills, Business acumen, Strategy, organizational & analytical skills.
• Highly organized and able to prioritize workloads and meet tight deadlines.

 

How to apply;

 

Interested candidates who meet the above qualifications and experience should apply for the role via the email hr.recruitment@cmcmotors.com or hand delivered via the below address by 1st June 2019.

 

Applications to include CVs with details of day time contacts, current and expected salary, notice period required to take up appointment, names and contacts of three professional referees.

 

The Group Human Resources Manager

CMC Holdings Limited

P.O. Box 30135-00100

Bruce McKenzie House, Lusaka Road,

Nairobi, Kenya

 

CMC is an Equal Opportunity Employer committed to diversity and gender equality. Applications without the relevant qualifications or details as sought for will not be considered. Any form of canvassing shall lead to automatic disqualification.

 

Only shortlisted candidates will be contacted.

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Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

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