Service Process Manager (Automotive)

• £45,000 - £48,000 + company car
• Permanent
• This is a field-based role (driving licence required) mainly covering the Northern/Eastern region including Scotland & Northern Ireland. However, you will be required to cover the whole of the UK as determined by business needs. There will also be occasional visits to Head Office near Epsom, Surrey
• ASAP start
• Generous benefits package (Performance related bonus, Pension, access to their car scheme, Birthday voucher, Cycle Scheme, holiday purchase scheme, discounted onsite gym membership, subsidised Café and Canteen, 25 days holiday + all bank holidays)

Would you like to join a Global automotive OEM company, voted one of the Sunday Times Top 100 Companies to work in the UK? If the answer is yes, please keep reading!

TLP have been working with Toyota (GB) PLC for over 25 years and are a trusted partner. This role will be employed by TLP (secondment to Toyota (GB) PLC)

The UK automotive industry is changing, impacting not only the new vehicle sales environment but also the aftermarket and ownership. As a result, now more than ever before, it is vital to optimise processes and operations to realise the full lifetime value of vehicles and deliver an outstanding first-class customer experience.

Therefore, we are on the hunt for a Service Process Manager who will play a vital part in our client’s Value Chain strategy, acting as a Network consultant, bringing TSM to life to support the Network in accelerating the business improvements required.

Responsibilities

TSM/LSM Foundation Evaluations:

o Conduct a physical assessment annually of each allocated Centre’s site and process against a set criteria (Circa 73 locations across the region)

o Create action plans for any non-compliances found during the assessment and follow up on completion in line with agreed timescales

o Identify common non-conformances across the Network and make improvement proposals to support the Network in compliance at a National or Network Partner level

Deliver Live Toolboxes and KPI improvement:

o Deliver "deep dive" consultancy focus on Partners with largest opportunity and required KPI improvement to increase customer satisfaction and revenue

o Conduct live toolboxes with selected Centres; reviewing KPI trend, assessing their current situation against the toolbox questionnaire and agreeing action plans specific to their performance and processes.

o Sign off of Centre created action plans, providing insight to ASPMs as needed to steer Partner policy

o Toolbox examples include Accessories, Workshop Efficiency, Fix it Right.

o KPIs include Retention, Customer Satisfaction, Parts and Accessories sold per vehicle seen, appointment lead times

Support company Express Maintenance:

o Deliver in Centre consultancy to support the roll out and embedding of Express Maintenance. Assessing completion of toolbox and training activity to date, reviewing process and pain points, creating action plans and driving achievement by the Centre

o Use your strong influencing skills to engage all Centre staff in the process and action plan

Support Ownership Experience Rollout:

o Assess selected Centres with adherence to the Ownership Experience charter through KPI review and Centre visits

o Make recommendations for improvement as needed to Centre Principals and Partner Senior Managers

o Identify and share best practices with Retention team for cascade to wider Network, fostering continuous improvement

Support Capacity Planning:

o Assess site challenges on Centre visits and feed back to ASPMs, inputting into the capacity planning process to ensure this delivers required outcomes

Best Practice Sharing:

o Identify and share best practice with Value Chain team colleagues, sharing insight to steer programmes and initiatives

o Create case studies to demonstrate best practice to share across the business and the Network to gain buy in and wider adoption

Essential

• Excellent Communication Skills
• Ability to influence and engage senior stakeholders - Gravitas
• Strong relationship building
• Willingness to question & challenge existing practices
• Perseverance to meet changing demands within the role
• Attention to detail to deliver thorough assessments
• Commercially driven mindset with innovative problem solving
• Sound knowledge of dealership Aftersales processes and KPIs and understanding of the UK Automotive Aftermarket
• Demonstrated commerciality & innovative mindset
• Strong time management and organisational skills, able to work independently and meet deadlines.
• Ability to create and implement effective action plans (e.g., SMART objectives).

Desirable Skills and Experience:

• Strong IT Skills including Microsoft products
• Experience in aftersales roles within an automotive dealer or repair center.
• Involvement in process assessment and creating action plans for improvement.