Operational Excellence Manager

Responsibilities:

• 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 fulfill process requirements. Support branch management in developing Process Champions.
• Act as an internal consultant for sharing and implementing operational excellence best practices across the 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 to brand guidelines and customer service etiquettes.
• Work with ASMs in assigned branches to find ways to improve the overall profitability of the branches by reducing Operating Cost & Expenses.