Description:
We are looking for a dynamic Fleet Operations Manager to spearhead our vehicle assistance operations. As a key player in the automotive industry, we are committed to excellence in service delivery, customer satisfaction and strategic growth through innovation and partnerships.
Job Responsibilities:
- Leading the vehicle assistance operations team, overseeing recovery operators and suppliers.
- Maintaining professional ties with Service Providers, regularly updating contact records and monitoring service performance using metrics to promptly identify and address issues.
- Developing customer service strategies aimed at enhancing the overall experience.
- Overseeing dispatch operations for efficient resource allocation based on incident urgency, monitoring and intervening in incident progress for timely resolution and coordinating with external service providers for additional assistance as needed.
- Preparing regular reports on operational performance, including KPIs, analysing data for improvement, cost reduction and increased efficiency. Make strategic recommendations based on data to enhance overall business operations.
- Implementing new client requests and SLAs smoothly, ensuring all vehicle assistance partners use the Digital App.
- Coordinating with departments for vehicle maintenance, maintaining accurate records and addressing compliance with SLAs promptly.
- Optimising work schedules and resource allocation for efficient response times.
- Managing team dynamics through planning and performance evaluations, to ensure that all recovery operators are trained and have proper knowledge.
- Evaluating and improving efficiencies in scheduling and resource plans.
- Monitoring vehicle assistance partners' digital behaviour and providing guidance and support.
- Hiring new partners as required for business expansion.
- Developing and monitoring performance targets, KPIs and call metrics, suggesting improvements and escalating issues to the MD.
- Ensuring accurate data recording, conducting reviews and driving operational improvements, including handling complex inquiries and managing customer feedback.
- Overseeing budgeting, reporting, planning and auditing in the vehicle assistance operations department.
- Monitoring compliance with legal and regulatory requirements, implementing operational standards and analysing metrics for staffing and efficiency improvements.
- Enforcing employee policies and ensuring appropriate attendance and behaviour.
- Providing strong leadership, fostering a positive work environment and supporting employee development.
- Conducting ongoing coaching, monitoring and evaluating the vehicle assistance operations team.
- Managing training needs, developing programs and recruitment processes.
- Promoting teamwork and positive work culture within the vehicle assistance operations department.
- Leading and motivating a large team in a time-sensitive and demanding environment.
Required Skills
- Proficient in technical document creation and interpretation, with a deep understanding of the Call Centre environment and technology fundamentals.
- Skilled in developing and implementing business strategies, including scheduling, forecasting and workforce planning.
- Experienced in designing and implementing performance evaluation programs and metrics.
- Proven track record in building and maintaining strong Customer/Partner relationships.
- Strong leadership skills, effective problem-solving and operations management expertise.
- Excellent verbal and written communication skills, coupled with financial acumen and efficient decision-making.
- Demonstrates strong time management abilities.
Required Education, Qualification and Experience
- Master’s degree in business administration, operations management, logistics management, supply chain management or a related field.
- 8+ years of experience with demonstrated leadership and managerial responsibilities in roadside, automotive operations management and industry experience managing operations for fleets.