Al Futtaim Jobs - UAE National |Regional Manager| AF Aftersale (AE)

Job Requisition ID: [[42578]] 

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.

JOB PURPOSE:

1.   To promote a culture of excellent customer service whilst ensuring achievement of regional sales and profitability targets.
2. Create and implement effective sales / operational strategies and lead regional direct sales personnel towards achievement of national sales objectives.
3. Develop competencies and processes required to create an effective and efficient organization.
4. Provide leadership through effective communication, active coaching and development.
5. Ensure effective hiring, training and individual development and retention plans are in place for direct reports and teams.
6. Provide supervision through thorough field visits, observations and measurement of results, which will be used for proactive development plans.
7. Proactively identify changes in market, delivery systems, and competitive pressures to develop and modify sales strategies and tactics.
8. Prepare monthly, quarterly and annual sales forecasts.
9. Partner with piers within Al-Futtaim group and other group companies
10. Establish effective relationships and collaborations with other departments (Marketing, Finance, Customer Service, etc.) to address key business issues and opportunities.
11. Attend/Hold meetings, seminars, and conferences as appropriate.
12. To establish a real understanding of your teams strengths and weaknesses by leading from the front

 

KEY ACCOUNTABILITIES: Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks

 

Operations:

  Ensure that all FastFit targets/KPI’s are achieved.

Aftersales Consultant:

• Provide assistance to all relevant principals in aftersales related issues.
• Ensure branches understand all aftersales policies and procedures.
• Provide all principals with timely and accurate feedback and advice on all aftersales related operational, financial and performance based activities.
• Ensure to manage and advise all reporting staff on all aftersales related operations.
• Compile reasonable action plans to ensure that countermeasures are given to all aftersales principals.
• Encourage a teamwork philosophy and promote Kaizen (continual improvement) in all areas of after sales operations.

• Present all aftersales accountabilities to all principal members.
• Extend full aftersales co-operation and advice to branches through, e-mail, fax, video conferencing or personal visits.
• Distribute guidelines and policies/procedures regarding field-fix methods to ensure ultimate customer satisfaction.
• Collect information or evidence, study and analyse aftersales related issues and products.
• Provide feedback through various presentations, media and reports to management.
• Conduct conformity tests to improve the quality of existing or new products.

Aftersales Reporting:

• Ensure that quality (accurate & timely) reporting of aftersales, from branches to Head Office and vice versa.
• Ensure branches report according to targets and understand all policies related to lead time, quality and quantity.
• Provide customer with accurate reports.
• Report to line management on a continual basis regarding aftersales issues.
• Provide feedback on all field visits and clear reports of branch visits
• Meet weekly with all staff and discuss all activities, financials and visually grasp all reports in kaizen format.
• Meet weekly to monthly and provide feedback to line management of all reporting branches performance.
• Tracking of all training records of all staff.
• Monitoring of all lost sales in aftersales operations.

Field Visits:

• Conduct field support visits to respective branches, suppliers and other parties in the value chain.
• Ensure regular visits to customers to enhance aftersales business.
• Visit and conduct relational meetings with all existing prospective customers.

Aftersales Training Operations:

• Ensure that each staff member has a clear and understandable career path and objectives.
• Ensure that all staff attends scheduled training.
• Provide all guidelines to all productive/non productive staff on quality field fixes and repairs.
• Provide guidelines to all staff on operational compliance to all distributor recommended policies and procedures for all staff.

Aftersales Policies and Procedures/Operational Compliance: 

• Ensure that all policies and procedures for aftersales operations are adhered to by all staff under the reporting structure.
• Ensure that all branches comply with all the distributor recommended operational standards, including Health/Safety, First Aid.
• Participate in all distributor workshops and skill development programs

Principal’s Visit, surveys and Feasibility Studies:

• Conduct time and motion studies in coordination with all relevant parties.
• Conduct feasibility studies on manpower, facility and equipment requirements, to ensure sustainable growth in the service industry.

Tools Equipment and Facilities:

•  Advise on tool and equipment requirements to improve branch workshop efficiency.
• Study additional tool and equipments requirement to support maintenance & diagnostic requirements.
• Ensure that all tools, equipment are always maintained, and that risk audits are conducted on a regular basis to reduce the risk of injury. Prepare equipment, vehicles, facilities market information and back-up staff prior to principal supplies visits.
• Conduct quality audits on branches and suppliers.
• Ensure monthly audits are conducted on facilities, equipment and processes.
• Ensure the sustainment of all facilities in region

Business Development:

• Provide technical and operational inputs to projects, for the development and expansion of service department.
• Assist with skills contest and Fast Fit Production related programs.
• Ensure that an annual business plan is developed and presented to all top management.
• Ensure the consolidations of all aftersales prospecting, marketing and sustainment of such efforts.
• Initiate innovative processes, ideas in order to increase aftersales revenue and profit.
• Ensure the sustainment of all aftersales databases management. Provide assistance and advise on marketing campaigns, equipment/tool selection, needs and productivity  enhancements ideas
• Provide efficient work layouts and assistance of Product research centre and fitment centre layouts.
• Introduce customer retention activities.

Service Excellence:

• Ensure all principal members understand all policy and procedures related to service excellence and initiatives.
• Participate in all Aftersales initiatives to enhance branch performance.

Budgeting Control:

• Provide inputs to branch, Aftersales Division budgets and assist with achieving more profitable environment.
• Compile individual branch budgets and ensure that monitoring of all manpower and operating costs.
• Maximize profit based on management agreement of budget and profit margins.

Coordination of Customer Relations:

• The coordination and monitoring of all customer relations activities with the branches and principal members.
• Report and take corrective measures to resolve customer complaints with service management.
• Ensure timely and accurate liaison with customer contact centre.
• Monitoring of Customer Satisfaction results and analyzing strong and weak areas in order to improve customer satisfaction.
• Liaise with branches regarding customer complaints and CSI tracking
• Monitor the compliant management ratio and advise branches on corrective actions.
• Liaise with aftersales managers to ensure quick and prompt complaint resolution.

 

JOB CONTEXT: Define organizational policy and other factors that have a critical impact on the job

• The Regional Operations Manager is based at the allocated regional base.
• Oversees day-to-day activities of an organization’s regional business.
• Expectation is to collect information from branches, customers and other principal members.
• Analyse and study precise reports and findings and be able to convert the findings into presentable format.
• Regional Manager should be able to come to quick calculated conclusions in order to support excellent customer satisfaction results
• Is responsible to provide all customer contact, non productive and productive staff with training guidelines based on needs analysis.
• The achieve synergy with all department within Al Futtaim (Intra & Inter Company), Fleet owners and Customers as great factor in achieving monthly budget.

 

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Minimum Qualifications and Knowledge:  

Diploma or Degree in Mechanical/Automotive Engineering.  Diploma or Degree in Logistic Management.

 

Minimum Experience:   

At least 5 years business/sales experience or equivalent education.

 

Job-Specific Skills:   

 

Microsoft Proficient, SAP System, Dealer Management System, Training (On the Job & Theoretical), Managerial Skills.

 

Behavioural Competencies:

 

Strong Communication Skills and Presentation, Integrity, Analytical, Customer Oriented, People Skills, Team Work, Planning & Organizing, Initiative, Perseverance, Assertiveness, Problem Solving and Decision Making

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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.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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