Volvo Group Operations Manager in Boksburg, South Africa

The main purpose of the job is responsible for leading & driving a team towards successful results in accordance with Volvo Trucks, Services & Customer Quality Strategy. You are responsible for the overall operational and staff management of the Uptime Solutions Center in Johannesburg 24/7. As Manager, you will lead, coach & develop high performing teams to deliver against defined targets & standards. In support of vehicle uptime, you will work closely within your designated market(s) to secure dealer performance reviews are carried out and relevant action plans agreed. You are responsible for ensuring that the defined Process & Quality standards employed within all Uptime Solutions operations are secured within the Johannesburg facility.

Job Objectives

A leader to your team and staff development:

  • Ensure your team has a clear understanding of the Volvo Truck Quality & Services strategy and the role they must play in order to deliver upon Uptime strategic focus areas

  • To Support the development of all staff actively looking to extend their skills, competencies and wishing to progress within the Volvo Group

  • Secure the engagement within individual and teams as a whole through use of the VGAS

  • Coach people to reach their individual performance objectives through utilization of the PBP tool

  • Coach and develop the team members to defined performance and behavior standards

  • Recruitment and Selection

Deliver operational quality & CI

  • Achieve Operational Excellence, Uptime solutions KPI’S

  • Manage resources according to actual volumes and planned activities (productivity)

  • To ensure monthly Operational expenses is in line with productivity targets and cost per case

  • Contribute and participate in sharing best practice with other Uptime Centers

  • Drive continuous improvement through CI methodologies within their team in order to reach operational excellence.

  • Share improvement suggestion ideas based on your 1st level involvement within live breakdown handling and team performance evaluations to relevant areas within the Uptime Management Team

Secure process adherence

  • Contribute and participate in sharing best practice with other Uptime Centers

  • Secure increased uptime by ensuring your team delivers within 1st line escalation support, drawing upon the knowledge and competence of 2nd line escalation wherever needed

  • Support that customer requirements are maintained with keys customers, providing valuable information to Roadside Services & Quality Customer Relations Teams

  • Responsible for communicating all process changes and group communication with the team

Local market support – a partner to help develop and grow/foster the local business

  • Act as entry point for all Uptime operational, quality and service enquiries

  • Define and drive improvement plans with the Sales areas & Market companies to secure

  • Operationally defined performance standards. (Monthly CRM Activities)

  • Contribute to customer satisfaction for all brands (CBA and HTS)

  • Deliver on customer expectations and promises

  • Brand ambassador/ professional behavior and conduct at all times

  • Using available reporting and case analysis, monitor the service levels provided by the dealer network and establish corrective actions together with market contact

Manage local relationships with other group functions; Group IT, HR; VGRE, legal etc

  • Develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance

  • Responsible for all equipment within the operation, equipment to be refreshed and in line with Volvo Group Standards

  • Disaster Recovery local site

Qualification

  • University degree or similar experience

Experiance

  • Previous experience in a customer service role

  • Previously worked in a Leadership role, leading a team

  • Can demonstrate drive and positive energy

  • 3-5 years’ experience in a similar role

Key Competencies

  • Customer focus

  • Managing Diversity

  • Priority Setting

  • Developing direct reports and others

  • Informing

  • Delegation

  • Integrity and trust

  • Fairness to direct reports

  • Directing others

  • Perseverance

  • Drive for Results

  • Learning on the fly

  • Self-Development

Volvo Group Southern Africa (Pty) Ltd is an affirmative action, equal employment opportunity employer.

About us

The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus, Sunwin Bus and Volvo Penta.

The Volvo Trucks brand has been built up over decades and enjoys a solid position worldwide. It is one of the world’s best known and respected brands within the commercial vehicle industry. It is associated with the core values quality, safety and environmental care. With Volvo Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.

Auto req ID

73337BR

Entity

Volvo Trucks

State/Province

Gauteng

City/Town

Boksburg

Employment/Assignment Type

Regular

Travel Required (Maximum)

Occasional

Last application date

31-Jul-2017

Functional Area

Aftermarket