Experience

• 

  Isuzu East Africa Limited

  • Kenya
  • Automotive
  • 500 - 600 Employee

  • Service Administration & Uptime Manager

    • Jan 2023 - Present

    overall management responsibility for service employees engaged in direct customer facing activities (service advisors and front office staff) to ensure the highest levels of customer intimacy. Its business priorities include driving incoming vehicles to the service workshop to maximize monthly revenues and grow profitability and increase customer retention and satisfaction.

  • Service Manager

    • Mar 2018 - Sep 2023

    • To implement the Dealer standards on Systems and processes for achieving compliance and adopting best business practice.• To plan and deliver optimal utilization of the manpower resources to meet or exceed Service performance KPI benchmarks on productivity, efficiency, turnaround time, revenue per order through process and people development.• To ensure consistent review and follow up of lost sales and subsequent follow up to improve availability of parts• Responsible for-profit maximization in the service department and examine department management reports to ensure profitability and sustainability. • Responsible for capacity building to enhance performance • To coordinate perpetual and annual physical inventory and not have discrepancy more than 0.5% of stock value.• Research, monitor and analyze market trends and customer behavior and develop initiatives to satisfy customer requirements• Identifying new business opportunities within the region to ensure that budgeted aftersales revenue targets are achieved • Lead and develop a strong performing team capable of achieving changing customer expectation levels by achieving target CSI scores and NPS (Net Promoter Score) scores.• Maintaining high customer retention & loyalty, customer satisfaction and monitoring customer complaints as well as contacting service customers after their visit to monitor quality control and satisfaction. Accomplishments:• Enhanced an increase in service customer satisfaction index from 38% to 83% within the first one year of employment.• Instrumental in achievement of Isuzu certified service Centre gold status – the first in Africa.• Grew service monthly average revenue from an average of Kes.23m to 52m within one year.

• 

  Toyota Kenya Ltd.

  • Service Manager

    • Apr 2017 - Feb 2018

• 

  Toyota Kenya-Toyotsu service centre division

  • Industrial Area,Enterprise Road - Nairobi (Kenya)

  • Branch Manager

    • Oct 2015 - Mar 2017
    • Industrial Area,Enterprise Road - Nairobi (Kenya)

    Job Overview: To sell Toyota Kenya products (Parts and service – 2S) with maximum returns to stakeholders, managing and coordinating all operations for the branch for 2nd channel business model.Key responsibilities:Financial 1. Increase Branch profitability whilst improving business performance through guiding the team to effectively perform their duties and achieve the set targets.2. Responsible for the effective management and control of financial expenditure at the Branch level, to ensure adherence to set financial policies as well as plans and budgets.3. Responsible for looking for and bringing in new business opportunities within the area to increase Toyota’s market share.4. Responsible for development and implementation of strategy for the Branch, preparing and presenting annual budgets, monitoring and reporting on achievement of targets and preparing action plans to manage variances. People1. Provide effective leadership at the Branch by maintaining information flow across the Branch, various departments and headquarters as well as promoting good team work. 2. Responsible for ensuring employee retention and satisfaction through implementation of effective systems that facilitate communication and employee participation.3. Manage and monitor Branch capacity in terms of people resources and ensure staff complies with company’s policies, regulations and standards.4. Manage team’s performance and provide necessary support. Process 1. 2. Oversee and coordinate the implementation of strategic plans and programs by the respective managers. Customer 1. Network with key stakeholders within the community to promote Branch services and identify business opportunities.2. Enhance customer satisfaction through timely resolution of all customer complaints at the Branch. Accomplishments: Exceeded all revenue and gross profits targets by more than 30% by defining and driving team goals.

• 

  Toyota Kenya Limited

  • Nairobi Kenya

  • Service Administration Manager

    • Oct 2001 - Sep 2015
    • Nairobi Kenya

    Job overview :To ensure finance, administrative systems, policies and procedures are applied for Service department in line with Company’s guidelines and ensure smooth running of all operations by coordinating, planning and directing various aspects of the department.Key Responsibilities1. Planning, developing and implementing strategies for generating revenues to advance sustainable profitability, growth and wealth creation while expanding the company’s customer base and market share.2. Directing all operations in the department for example, workshop management, customer service, employees’ issues, service sales, reporting, promotions, inventory management, parts supply, performance management and staff leadership.3. Develop, establish, and direct execution of operating policies to support the department in line with the overall company policies and objectives. 4. Departmental budget forecasting, development and review(formulation-implementation-monitoring-review) 5. Service products promotion including the acquisition and retention activities, marketing research and analysis.6. Negotiation of contracts with debtors, suppliers contracts/agreements and ensure all are within company guidelines and departmental balance sheet management7. Oversee departmental financial management-P&L management, WIP management, debt management, and cash sales and suppliers payment.8. Ensure that company’s credit control policies are adhered in order to reduce overdue debts, credit days and enhance debt overall collections.9. Service products promotion including the acquisition and retention activities, marketing research and analysis.10. Development of pricing structure and periodic review.11. Development and implementation of interdepartmental service level agreements(SLAs)12. Approval of all accounting documents for instance petty cash, LPOs, suppliers payments, JVs, expenses etc. 13. Management of department assets.