Operations Manager at Ford Middle East & Africa

     The DOM is primarily responsible for all after sales operational and procedural matters having a negative impact on end-user experience. The DOM will be the primary contact person for the allocated dealer on after sales related matters that are not technical in nature. The Dom must be well versed with Company processes and policy.
Position Details:

•         Thoroughly and efficiently execute all assignments issued via the Technical Field operations Assignment management System (TFOAMS).
•         Provide detailed feedback and properly close out all assignments via TFOAMS.
•         Log all tasks carried out on TFOAMS where such tasks were not formally issued via TFOAMS.
•         Responsible for operational support to specific list of dealers allocated. Such dealers will fall within the boundaries of Southern Africa (SA) and include Namibia, Botswana, Swaziland and South Africa.
•         Assignments will be allocated that fall under the following categories in order of priority.
•         Manage Customer Loyalty Programme (CLP) spend according to prescribed policy and procedural disciplines.
•         Engage with dealer on Customer Relations Centre (CRC) escalated cases (non-technical) to expedite resolution and ensuring procedural disciplines are applied whilst establishing root cause of situation and providing detailed and accurate feedback via TFOAMS.
•         Engage with end-users from time to time where justified.
•         Audit and drive adherence to dealer In-Bay processes.
•         Assist dealer with and facilitate the processing of RFFA’s as required.
•         The DOM is primarily expected to work closely with allocated dealers and CRC. However, the DOM also forms part of the greater dealer support structure and thus will be expected to collaborate with the Field Service Engineer (FSE), Aftersales Business Manager (ABM) and District Sales Manager (DSM) as appropriate. However, TFOAMS remains the official means of allocating DOM tasks and for the DOM to providing relevant feedback on observations.

Performance Measures

•         Business scorecard as defined each year and revised from time to time in line with the changing business environment.
•         Some specific metrics that will apply but not limited to are:
•         FRFT
•         CLP Spend
•         Case ageing

Knowledge, Skills & Abilities:  

•     Strong verbal communication writing skills in English. Afrikaans, Portuguese, French an advantage.
•     Process orientated with a disciplined, enquiring and empathetic approach to problem solving.
•     Outgoing approach to engage with people with a view to resolving issues.
•     Good time management and prioritisation skills
•     Self-motivated, responsible and dependable with sound ethical values and a good grasp of business relationships.
•     Proficiency in the use of Windows, MS Outlook, MS Word and MS Excel
•     Prepared to travel locally and internationally within SA at short notice and for multiple days at a time.

Qualifications & Experience:

•         Must possess a tertiary qualification (Minimum 3 year diploma) from a recognized university/college. Operations an advantage.
•         Dealership operations and workshop experience an advantage.
•         Must have a valid South African Driver’s license
•         Must have a valid Passport