Zia Ur Rehman

1. Best in Town (BIT) performance

• Create a model site on which performance, quality and business improvement in the after sales network can be based.
• The BIT performance should be accompanied by business results with improvements in efficiency, profitability and customer service.
• Creation of a “KAIZEN Culture” within the service organization that will enable associates and teams to make key business improvements, measured by KPI’s and implemented in line with Toyota TBP methods.

2. Transformational Project:

• Being a Manager of this site as leader in the aftersales organization in making transformational change in the business based on analysis of customer experience, business KPI’s and associate feedback.
• Being a Manager able to drive this change within the branch and enable the transference of this learning and change to other branches.

3. Drive branch performance to achieve

• Sold hours target
• Revenue target
• Accessory and SMC sales
• Recovery rate target

4. Ensure and monitor optimal capacity of resources in the service center to deliver Total Quality Management and improve service retention.

5. Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service center.

6. Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.

7. Study and evaluate current customer verbatim to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.

8. Conduct daily meetings with the Retail Service Manager, Workshop Manager and Parts team to align them on the targets and performance expectations.

9. Work with Human Resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.

10. Enhanced customer satisfaction by implementing efficient aftersales processes and timely followups.

• Supervising regular Processes & Operation of service department including reaching sales goals, customer relations, and team organization
• Handled GHQ Account to provide strong Support in terms of quick communication and timely decision being Major fleet customer
• Looking after Workshop operation and liaising with workshop Manager for better utilization of Manpower
• Looking after dealership operation in terms of providing great customer service and maintaining Net Promoter Score Nationally
• Responsible for leading the activities within the Branch to achieve positive sales results
• Ensured customer satisfaction and retention through the direction of staff in the performance of quality vehicle repair and maintenance services
• Analyze reception productivity reports and take corrective action for improvement
• Follow-up pending vehicles and ensure that the concerned WIP are completed in a timely manner
• Conduct daily and weekly meetings of the service advisors and allocate duties and responsibilities
• Analyze customer feedback & find to resolve the complaints in consultation with the Service Manager
• Prioritize 'Job returned' & liaise with the Workshop Manager to take corrective actions
• Establish new customer relationships & maintain rapport with existing/long-term customers
• Manage & Interpret customer requirements by listening to clients and questioning to understand, anticipate and exceed their needs
• Analyze the performance of service advisors and review results with the Service Manager for Improvement and appraisal
• Also develop people skills in regards to their strength for future opportunities
• To develop People skills in regards to their strength for future opportunities
• Facilitate development of staff
• Maintain highest level of CSV and NPS nationally to hit the Benchmark
• P & L Review.

• Ensure that all Reception Hosts and Service Advisors provide a 'Customer Centric' environment that is geared to the highest level of customer satisfaction and promotes our Customer Service Values
• Ensure the accurate flow of customer, vehicle information to ensure the vehicles are Fixed Right First time and delivered based on the customer promised delivery time
• Make sure that all reporting staff demonstrate a high level of sifting, sorting, sweeping, Spick n' Span and Safety that promotes a customer centric environment
• Ensure the on-going monitoring of all support staff and evaluates the schedule, timing and attendance of all staff on a daily basis
• Ensure the tracking of the financial performance of each indirect employee responsible for selling labour hours and other sales
• Provide an environment for the managing and supervising staff to provide excellent levels of customer service.