Job Requisition ID: 158001

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world\'s most admired and innovative brands. Al-Futtaim Group\'s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

Monitor the aftersales activities of designated branches to ensure the compliance with Al Futtaim Automotive Operation standards and feedback the performance for guidance and improvement.

Identify opportunities for Operational Improvements through regular field visits.

Subject Matter Expert / Internal Consultant on aftersales process standards and drive change management
- Implement Principal programs in the network.
- Develop improvement action plans and map it vs. Branch, Department, Management next step ownership.
- Implement Aftersales standards in the network.
- On-the-job training support in network to Dealer Principals, Aftersales Manager, Service Advisor, Technician and other relevant roles as per the need.
- Progress review with Dealer Principals and Branch Manager
- Publish management report on improvement, sustainment and escalation.
- Owner of respective branch improvement

What you will do:

• Conduct regular field visits and follow up with assigned branches to ensure the sustainment of all process/ programs rolled out in the network. Compile field visit reports/action plan on a timely manner.
• Identify performance gaps and develop action plans in consultation with branch management. Monitor progress of operational improvement activities on a weekly, monthly and quarterly basis to track status, achievements and anticipate support needs.
• Support the implementation of operational improvement projects by conducting detailed process studies in measuring and analyzing the effectiveness of program deployments.
• Conduct regular trainings/ refresher sessions to improve the understanding of process standards for all branch associates and each role objectives to fulfil process requirements. Support branch management in developing Process Champions.
• Act as an internal consultant for sharing and implementing operational excellence best practices across network. Support Operational Excellence Manager to improve the contents on Best Practice Bulletins.
• Monitor Process KPIs of assigned branches and support branch managers in doing gap analysis, implementation of corrective actions and assessments to ensure that the gap is closed.
• Perform the regular assessment of frontline staff to ensure their adherence on brand guidelines and customer service etiquettes.
• Works with ASMs in assigned branches to find ways to improve the overall profitability of the branches by reducing Operating Cost & Expenses.

Required skills to be successful

• 5 years\' experience in operations or customer service role
• Good understanding of processes, improvement action and best practices
• Grasping current condition & countermeasure planning
• Problem Solving Skills

About the team
The role will report to the Operational Excellence Manager and you will be working alongside with other highly analytical, motivated, results driven and creative Operational Excellence Executives. You will be working in a dynamic and busy environment wherein you will be dealing directly with different Stakeholders across the organization.

What equips you for the role

• The ideal candidate for this role should have a Degree or Diploma in any discipline.
• You will have at least 5 years overall experience.
• Experience on Kaizen or Principal Programs implementation is added advantage.
• You should have the ability to think \'Out of Box\' and learn new programs and later implement it.
• You should also be able to communicate effectively with strong analytical, communication and inter-personal skills with administrative competence.

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world\'s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.

Al-Futtaim