Cycle & Carriage

Joining C&C is a distinctive opportunity to develop your career within a successful organization where everyone respects each other and enjoys working together. We recognize your performance in both tangible and intangible ways, by providing you development opportunities and making you feel respected.

The Opportunity

If you have a strong belief in customer-centricity and has prior experience leading teams to deliver service excellence, this could be your next landing pad! We have an opportunity for a customer-centric Manager – Service Operations to lead our service centre, who will be responsible for leading operations to greater efficiency and uphold an exceptional level of customer satisfaction. To succeed in this role, you should be a self-starter, passionate and committed to deliver, embrace changes and adapt to business priorities, and create a winning team culture to serve with passion.

Responsibilities

Workshop Operations

• Manage daily workshop operations which involves monitoring the throughput of vehicles for service and repair
• Review operational requirements; maintain effective liaison and communication with other departments to provide a seamless operation
• Implement improvements by developing short term and long term plans in areas which are in critical needs / priorities
• Manage a team of technical staff, monitor their productivity and efficiency of the team.
• Monitor and continuously improve the workshop incentive team to motivate the workshop team to achieve beyond their targets.
• Ensure high standard of customer service is delivered.
• Attend promptly to customers’ complaints and feedback by personally managing the incident and performing a recovery process to their satisfaction.
• Manage and work with vendors and suppliers and keep updated on the latest products and supplies and manage the procurement of these workshop consumables Frontline Operations
• Improve customer service experience by identifying and creating areas of opportunities for service moments
• Take ownership of customers issues and follow problems through to resolution
• Develop service procedures, policies and standards and create a system to capture accurate records for analysis and statistical reporting
• Recruit, mentor and develop your team and champion an environment where they can excel through inspiration and empowerment
• Stay ahead of economic developments and identify untapped opportunities for development
• Adhere to and lead the approved budget and targets given

• Possess a Degree in any discipline, ideally with relevant workshop experience in automotive service centre management.
• Has a track record of operational excellence in similar industry is highly advantageous.
• Tenacious, inventive and highly adaptable to changing business environment, while being able to operate within guidelines and integrity.
• Able to balance task-people situations and adopt a fair manner in handling conflicting situations.
• Enjoy staying up-to-date with industry insights and bring ideas to reality.
• Can-do attitude towards any challenges and capable to make data-driven decision through operation report management
• Good track record with resource optimization to achieve high workshop efficiency, productivity with minimal turnaround time and best-in-class quality management
• Has a strong belief in people development, and has demonstrated such in the previous roles
• Armed with good social and excellent communication skills, you connect easily with people of all walks of life, and thrive in a collaborative environment focusing on achieving results together with inter-department peers.

About the Company

A member of the Jardine Cycle & Carriage Group, C&C is one of the leading automotive groups in Singapore. We started out in 1899 as a trader in nutmegs and other sundries. In more than 100 years since, we have grown to become a major player in the automotive industry in Singapore, retailing Mercedes-Benz, Mitsubishi, Kia and Citroën passenger cars and commercial vehicles. At Cycle & Carriage, it is more than just the recognition we have earned as being the leader in its class. "Exceptional Journeys" encapsulates our passion for our existence. Bringing together high-performing team members and technical excellence to create people-focused experiences that consistently exceed expectations. Whether it is a customer we serve, an employee that we engage, a brand that we carry, we want to support them in creating exceptional journeys for themselves.

We have a constant mission to strive towards being an Employer of Choice in the countries we operate in. Some of our better performing countries have consistently being recognised for commendable people practices such as:

• HR Asia’s Best Companies to Work for 8 consecutive years in 2015 - 2019: 2021 - 2023
• Finalist in HR Excellence Awards 2016 for Recruitment and Leadership Development;
• Winner of Innovative Talent Acquisition Strategy Award in the Annual Jardine Matheson HR Conference 2016
• Winner of Excellence In Innovative Use of HR Technology in HR Excellence Awards 2017
• Merit for Singapore Health Award as awarded by Health Promotion Board
• Jardine Matheson HR Conference 2017, where we clinched the Best Employer Brand, Best Work-Life Balance and Best HR Team Awards.
• Jardine Matheson HR Conference 2018 for Excellence in Employee Transformation
• Bronze Award in HR Excellence Award 2019 for Excellence in HR Innovation