Operations and Process Excellence Manager

Job Description

We are seeking an experienced and results-driven Operations and Process Excellence Manager to lead continuous improvement initiatives, streamline operational processes, and drive efficiency across our automotive repair and care facilities. The ideal candidate will have a strong background in operational leadership, process optimization methodologies (Lean, Six Sigma, etc.), and a passion for enhancing customer service delivery in a hands-on, fast-paced environment.

Roles and Responsibilities

• Oversee day-to-day service operations across workshops, ensuring consistent quality, safety, and performance.
• Implement KPIs and service benchmarks for productivity, job completion time, and customer satisfaction.
• Coordinate with Workshop Managers, Service Advisors, and Technical Teams to identify operational bottlenecks and implement solutions.

• Lead Lean, Six Sigma, or Kaizen projects to enhance service efficiency and reduce waste.
• Standardize workshop processes, job flow, parts handling, and service delivery protocols.
• Use data analytics and operational metrics to identify areas for cost reduction, improved throughput, and better utilization of manpower.
• Lead cross-functional teams in the development and execution of improvement initiatives.

• Ensure adherence to OEM standards, quality control guidelines, and regulatory requirements (RTA, ESMA, MOHRE).
• Develop and monitor audit checklists for workshop operations, customer handling, and health & safety standards.
• Investigate customer complaints and workshop incidents to implement corrective actions.

• Identify skills gaps and training needs among technical and service staff.
• Implement performance improvement programs and develop SOPs for recurring operational issues.
• Foster a continuous improvement culture by coaching teams on operational excellence principles.
• Train and mentor teams on process improvement best practices.

• Collaborate with CRM and service teams to ensure consistent customer feedback collection and analysis.
• Reduce customer complaints and enhance Net Promoter Score (NPS) by streamlining job card handling, vehicle delivery, and post-service follow-ups.
• Implement digital touchpoints to improve transparency and communication with customers.

• Support implementation of service management systems, ERP, and IoT-based diagnostics.
• Drive automation in job card management, service scheduling, parts inventory, and reporting.

• Bachelors degree in mechanical/automotive engineering with MBA or Lean Six Sigma Certification (Green/Black Belt) preferred.
• Proficiency in MS Office, Power BI, and service ERP platforms (e.g., Auto Fluent, CDK, SAP, etc.).
• 7+ years of experience in automotive service operations, with at least 3 years in a managerial or process excellence role.
• Deep knowledge of workshop operations, service flow, and auto diagnostics.
• Strong analytical, leadership, and problem-solving skills.
• Excellent communication skills and stakeholder management.

Please note only shortlisted candidates will be contacted. Thank you for your interest in joining us!