Head of Aftersales | Al Futtaim Automotive | Associated Motorways | Sri Lanka

Associated Motorways (Pvt) LTD

No two days are the same at AMW, 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 recognizes 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 70 years ago, popularly known as AMW now a fully-owned subsidiary of Al Futtaim Group (AFG) of United Arab Emirates, is one of the pioneers in the Automotive industry in Sri Lanka.

Associated Motorways (Pvt) Ltd. (AMW) are the authorized agents for vehicle brands such as Nissan, Suzuki, Renault, Yamaha and New Holland tractors, supported by AMW Capital Leasing & Finance. The company is also a major manufacturer and exporter of industrial tyres since its inception. AMW is also the exclusive distributor of Castrol Lubricants represented by a strong dealer network, island wide. 

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

Required skills to be successful

• Extensive background in aftersales, service, parts, warehouse management, supply chain, and demand planning within the automotive industry. 
• Proven experience in managing Profit & Loss statements for aftersales operations. Ability to analyze financial data, identify key performance indicators, and make strategic decisions to optimize profitability.
• Strong leadership abilities to effectively manage and motivate teams across various
• Possess a diverse skill set encompassing operational expertise, financial acumen, leadership capabilities, and strategic vision

About the team
This role reports to the Director of Aftersales. Joining this team means immersing yourself in a dynamic and diverse environment where every day brings new challenges and opportunities. From collaborating with cross-functional teams to engaging with customers, you'll experience the excitement of working in a fast-paced atmosphere where no two days are the same.

What equips you for the role

• A university degree from a recognized institution.
• Minimum 10 years of working experience in the automotive market with deep sector knowledge.
• Accountability for devising, planning, and delivering complex initiatives aligned with business goals.
• Ability to handle complex projects, manage resources effectively, and deliver within allocated time and budget constraints.
• Proficiency in analyzing technically complex or abstract problems and generating creative solutions.
   

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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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