Head of Aftersales

Overview of the role

Are you ready to lead and innovate in the dynamic world of automotive Aftersales operations in Sri Lanka? We're on the lookout for a remarkable individual to step into the role of Head of Aftersales. If you're passionate about driving profitability, nurturing talent, and enhancing customer satisfaction, this could be your perfect fit.

As the Head of Aftersales, you'll collaborate closely with the Director of Aftersales to oversee and administer all After Sales Operations for multiple brands in Sri Lanka. Your primary focus will be on profit & loss monitoring, manpower planning and development, service marketing, and operations. You'll be the driving force behind achieving superior customer delight and retention by ensuring robust management of processes and activities across the group.

What you will do

• Direct the efficient manpower distribution plans for the service operations, effective after sales marketing campaign and high operation productivity to achieve increase in revenue and profit, man-hour sales and improve Customer delight and retention.
• Monitors and adjusts operations to ensure efficiency and policy adherence for all aspects of the Service business such as man hours sold, productivity measures, Work in Process levels, Parts efficiencies, reception process, and appointments.
• Manages the After Sales operations accomplishment through proper manpower distribution, providing plans for skills training and periodic performance evaluation to motivate team members to achieve peak productivity in a performance driven learning culture. 
• Oversee After Sales Team to achieve pre-determined Divisional operational targets by defining and preparing business plans to meet operation targets committed to Management.
• Responsible to support the management team in establishing 3-year strategies, yearly budgets, and monthly forecasts for the Service Managers and the subsequent monitoring and performance management. 
• This position relies heavily on communicating and influencing work of teams with dotted line hierarchy on customer interaction as part of complaint escalation process. 
• Supporting the Parts Sales Distributor operations by providing information and analysis on external market (competition/ customers/ suppliers) and internal processes, to develop effective countermeasures and growth strategies.
• Responsible to create a strong demand & planning function within the organization to support parts availability and growth plans.
• Develop & implement stock management processes and initiatives to achieve targets for fill rates and stock months. 
• Ensure high standards for warehouse management and internal process.
• Ensure strong parts logistics and lead times to all dealers and service locations.
• Set pricing strategy for service and parts to ensure revenue optimization and market growth as well as customer satisfaction