Experience

Audi Middle East
• United Arab Emirates
• Motor Vehicle Manufacturing
• 1 - 100 Employee
• Regional Manager - Aftersales

  • Jan 2020 - Present


Ford Middle East & Africa

• Regional Manager - Ford Customer Service Division Middle East

  • Oct 2017 - Aug 2019

  A leader of a team of aftersales managers Responsible for Service, Bodyshop, Labour and Parts Sales, Operations business development Parts revenue growth through dealer aftersales departments P & L responsibility for dealerships, Gross Profit Improvement, Staffing, Training, Customer satisfaction through service and bodyshop operations Operations optimization and development Manage direct reports and indirect staff A leader of a team of aftersales managers Responsible for Service, Bodyshop, Labour and Parts Sales, Operations business development Parts revenue growth through dealer aftersales departments P & L responsibility for dealerships, Gross Profit Improvement, Staffing, Training, Customer satisfaction through service and bodyshop operations Operations optimization and development Manage direct reports and indirect staff



General Motors Middle East

• United Arab Emirates
• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Regional Aftersales Manager - Bodyshop

  • Nov 2016 - Sep 2017

  Regional Aftersales Manager with primary focus to develop General Motors Middle East Dealer Bodyshop Operations. Deliverables include:- Develop & execute region-wide strategy for bodyshop business growth- Multi Million Dollar dealer parts purchase annual targets tracking- OEM Parts Pricing reviews - Bodyshop Business Development - volume growth, processes, training plans - Development & execution of operational standards- Assessment of dealer bodyshop operations & action planning- Insurance Company tie ups- Marketing of dealer bodyshop businesses- Counterfeit parts avoidance programs- Anti write-off programs- Coaching of GM Aftersales Managers

• Senior Aftersales Manager - KSA & Bahrain

  • Jul 2015 - Jan 2017

  Regional Aftersales Manager for Saudi Arabia.Leading a team of aftersales managers to develop GM dealers' aftersales business in KSA.Responsible for:Growing Service Retention, Improving Customer Satisfaction metrics, Workshop Efficiencies, Dealership Profitability, Parts Sales, Aftersales CRM activities, Aftersales retail standards, Aftersales network capacity planning.



General Motors

• United States
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Retail Sales & Aftersales Network Development Manager

  • Apr 2013 - Jul 2015

  Responsible for Dealer Network Development at General Motors, Dubai, Middle East Operations.Assignment includes:-Development & Feasibility studies of Automotive Dealership Network Expansion - Sales Showrooms & Aftersales Service CentresBusiness Plan Reviews & study of opportunities in dealership marketCentral Point Of Contact for Middle East Dealerships Aftersales Service Centre Expansions, feasibility studies, facility design & service centre profitability.Central Point of Contact for ACDelco Service Centre development across ME regionCentral Point of Contact for GM Parts & ACDelco Supply Agreements for dealers in MENA region.

• Retail Standards & Customer Experience Manager - Sales, Aftersales & CRM

  • Nov 2011 - Mar 2013

  Leader of positive cultural change and business improvement by enhancing the quality of the customer ownership experience through assessing, introducing, implementing, monitoring and enhancing quality Customer Management best-in-class qualities and behaviors. Applied Retail Standards to all dealerships in the Middle East network to create a world class customer experience. Conducted Retail Standards Assessments across Sales, Aftersales & CRM departments of GM dealerships with documented evidence & provided Standards Results output & score to the dealerships & Field Team.Identifed Areas of Opportunity within the Dealership Operations.Developed, enhanced and implemented best practice policies and procedures.Conducted follow-up assessments on dealers below threshold.Aggregated scores by Dealer group, Region and Middle East Operation Head Office.Provided Best Practice examples and ‘How To’ guides to Field team & dealers seeking help in making improvements in their business operations.Updated the Standards and processes when relevant to keep relevant to market conditions.Ensured Field Teams submitted Action Plans in a timely manner.Ensured Field Teams discussed the Standards on an ongoing basis by monitoring the Contact Report and outcome.

• Country Business Manager - Sales & Aftersales

  • Dec 2009 - Nov 2011

  New Vehicle Sales Manager & Aftersales ManagerTotal Business Development of Dealer/Distributor NetworkEnsuring achievement of 2010 & 2011 New Vehicle Sales Target for region of responsibility.New Vehicle Sales Operations & Network DevelopmentNew Vehicle Sales Showroom Expansion plans & country footprint optimisationAftersales Operations Management & Network DevelopmentService workshop productivity enhancement, process implementation, technician training plans, and increasing workshop traffic throughput.Aftersales outlet expansion plans & country footprint optimisation.Strategic plans implemented for wholesale customer data collection & implementation of CRM department & processes. Iraq Total Distributor/Dealer Network Expansion PlanningParts Counter Expansion plans & country footprint optimisationACDelco Service Centre network developmentACDelco Parts Counter network developmentGuiding Distributor/Dealer operators on how to maximise Gross Profit in Sales & Aftersales departments.Strategic Business planning of GM-Iraq vision for growthProduct Portfolio planning & optimisation for GM-Iraq WINS: Achievement of 1st place for 2010 Salesman Incentive Challenge Achievement of manufacturer in-country training for the first time in the history of the Iraq operationsAchieved the 2010 & 2011 Grand Masters Challenge for New Vehicle Sales & Parts Sales - with record year on year growth. Product approval release of entire vehicle portfolio in Iraq

• Aftersales Service Development Manager

  • Dec 2007 - Dec 2009

  Responsible for all aspects of the development of GM Dealership Aftersales business:- Customer Satisfaction - implemented policies and processes which ensured dealership customers received the highest level of service.- Processes - processes put in place to drive gross profit, employee satisfaction, workshop productivity, and reduced vehicle turnaround time.- Human Resources - devised and implemented staff training plans and provided coaching of dealership personnel.- Profitability - implemented processes to increase hours sold per repair order, cost analysis of parts profit margins, driving use of additional service request forms.- Labour & Parts Sales Revenue growth - developed campaigns and POS material, developed CRM processes to drive traffic through workshops.

• Aftersales Service, Technical & Warranty Manager

  • Oct 2005 - Dec 2007

  Responsible for:Kuwait, Jordan, Syria & Lebanon- Warranty Administration - Technical resolution- Customer dispute resolution



General Motors Holden Australia LTD

• Senior Project Engineer – Niche Vehicles Engineering

  • Mar 2003 - Oct 2005

  Design, Release & Development Engineer for Crewman/CabChassis programs Current Product Engineer - Chassis Engineer for Crewman/CabChassis ProgramsDesign & Development of Body Hardware Systems for AWDResolution of Interface issues of Body systems for AWDDesign & Development of GMX281 Interior Trim componentsDesign & Development of GMX281 Body sheetmetalReleasing of parts lists

• Project Engineer – Cost Reduction

  • Dec 2001 - Mar 2003

  Identify cost reduction opportunities within current and future product across PDT 3,4,5,6 & 7.Champion cost reduction projects from identification to implementation & breakpoint.Work with Centre of Expertise, Suppliers, VAP to implement cost reductions.Support (V)alue (A)nalysis / (V)alue (E)ngineering activities.



General Motors Holden Australia - LTD

• Project Support Engineer - Engineering Finance

  • Dec 1999 - Dec 2001

  Financial Forecasting and Budgeting for Engineering Cost Centres. Technical support for centres of expertise and engineering programs. Internal Auditing of company engineering procedures to ISO9001. Financial Forecasting and Budgeting for Engineering Cost Centres. Technical support for centres of expertise and engineering programs. Internal Auditing of company engineering procedures to ISO9001.



General Motors - Holden Australia LTD

• Foundry Automotive Plant Engineer

  • Jul 1996 - Dec 1999

  Holden Engine Company - Foundry Plant Engineer Responsibilities: Process design of foundry systems Specifications development of foundry plant Procurement of heavy industry equipment Factory design layout Supervision of factory machinery installation Commissioning of newly installed factory machinery Responsible for engineering maintenance of foundry machinery to ensure minimal production downtime. Holden Engine Company - Foundry Plant Engineer Responsibilities: Process design of foundry systems Specifications development of foundry plant Procurement of heavy industry equipment Factory design layout Supervision of factory machinery installation Commissioning of newly installed factory machinery Responsible for engineering maintenance of foundry machinery to ensure minimal production downtime.