Responsibilities:

Strategic Leadership & Business Planning

• Develop and execute the aftersales retail service strategy aligned with corporate and OEM objectives.
• Lead annual budgeting, forecasting, and long-range business planning for service operations.
• Drive network infrastructure planning, including capacity expansion, workshop layout optimisation, and facility upgrades.
• Review & formulate business strategy according to latest market trend and customer demands

• Oversee daily operations of all service centres to ensure efficiency, safety, and productivity.
• Set and monitor KPIs including throughput, SPI, labour & workbay utilisation, parts availability, turnaround time, and service margin.
• Implement operational excellence frameworks (Lean, Kaizen, 5S) across the network.
• Ensure strong cooperation between sales, service, parts, warranty, technical, customer relations and BDC teams.

• Champion customer-centric culture across all service locations.
• Ensure high Reputation/NPS performance and manage customer feedback systems.
• Implement standard operating procedures to maintain consistent service quality and brand standards.
• Lead Fix-It-Right, root-cause analysis and improvement plans for service quality issues.

• Lead, coach, and develop Service Managers, Supervisors and frontline teams.
• Create talent development pipelines for technicians, advisors, and leaders.
• Define performance standards, conduct reviews, and drive accountability.
• Promote a culture of safety, compliance, engagement, and continuous learning.

• Own the full P&L responsibility for service operations.
• Maximise labour revenue, enhance productivity, and optimise cost control.
• Improve workshop efficiency through capacity planning, technician productivity, and process optimisation.
• Identify and implement new revenue streams (e.g., service packages, value-added products, charger products, non-UIO services).

• Ensure strict compliance with OEM warranty, repair standards, and audit requirements.
• Collaborate with OEM technical teams on product quality, campaigns, and field fixes.
• Maintain high levels of technical competency and diagnostic capability across the network.

• Act as the primary interface with OEM aftersales leadership for service strategy, warranty, standards, and quality actions.
• Work closely with all business partners - Sales, Marketing, Parts, Finance, and HR to ensure alignment across the customer.

• Bachelor’s degree in Automotive Engineering, Business Administration, Operations Management, or related fields; MBA / Master Degree advantage.
• Minimum 10 years of automotive experience with at least 5 years in a leadership role.
• Strong leadership skills with experience managing and motivating cross-functional teams in a complex, multi-brand environment.
• Proven track record in managing multi-site service operations in an OEM or distributor environment
• Strong business acumen with P&L management experience.
• Excellent communication, interpersonal, and stakeholder management skills, with the ability to influence at all levels of the organization.
• Experience in change management and leading large-scale operations is highly desirable.
• Excellent leadership, communication, and stakeholder management skills.
• Experience with Lean, Kaizen, or other operational excellence methodologies is an advantage.