Operations Manager

The Operations Manager – Service will be responsible for managing the daily service operations of XAD's Auto Division.

The role will focus on customer intake, service scheduling, job card management, quotation coordination, customer approvals, CRM follow-up, complaint handling, service delivery coordination, invoicing support, and overall service workflow control.

The Operations Manager – Service will act as the main coordination point between customers, the Maintenance Manager, workshop team, admin team, CRM team, procurement, and finance.

The role must ensure that customers receive timely updates, jobs are properly tracked, approvals are documented, and service commitments are achieved.

Manage day-to-day service operations from customer request, appointment scheduling, vehicle/job intake, job card opening, service tracking, and final delivery.

Ensure customers receive timely updates on inspections, estimates, approvals, repair status, delays, complaints, and delivery timelines.

Ensure every job is properly recorded, tracked, updated, approved, completed, closed, and handed over with full documentation.

Coordinate with the Maintenance Manager and Maintenance Supervisor for inspection updates, diagnosis, parts requirements, repair timelines, technical issues, and completion status.

Ensure estimates are prepared accurately, shared with customers on time, followed up properly, and approved before work execution.

Maintain proper CRM records for leads, customer history, complaints, follow-ups, service reminders, and repeat business opportunities.

Manage customer complaints professionally, coordinate corrective actions, and escalate critical issues to the Manager – Auto Division.

Coordinate with admin and finance for invoices, customer approvals, delivery notes, payment status, and billing clearance before job release.

Track service volumes, pending jobs, delayed jobs, customer approvals, completed jobs, lost opportunities, complaints, and revenue pipeline.

Submit regular reports to the Manager – Auto Division on daily operations, service status, pending approvals, customer issues, billing status, and key bottlenecks.

Strong understanding of customer intake, job cards, estimates, approvals, workflow tracking, and delivery control

Ability to communicate clearly with customers and manage expectations professionally

Ability to maintain accurate customer records, follow-ups, service history, and complaint logs

Ability to coordinate between service desk, maintenance team, admin, procurement, and finance

Strong control over job cards, quotations, approvals, invoices, delivery notes, and customer sign-offs

Ability to resolve service delays, customer complaints, approval issues, and operational bottlenecks

Ability to prepare daily and weekly service reports, pending job reports, and escalation summaries

Understanding of service revenue, estimate conversion, billing, payment clearance, and customer retention

Ability to manage multiple jobs, priorities, customer commitments, and delivery deadlines

Number of customer requests, job cards opened, and jobs completed

Job cards opened, updated, and closed with complete documentation

Active customers updated within agreed service timeline

Percentage of estimates converted into approved jobs

Pending customer approvals followed up and tracked daily

Jobs delivered within committed timeline

Customer complaints closed within agreed timeline

Customer records, service history, and follow-ups updated properly

Completed jobs submitted for invoicing without documentation gaps

Daily / weekly service reports submitted on time

The Operations Manager – Service is responsible for managing the service workflow, customer coordination, CRM discipline, job tracking, estimate follow-up, complaint handling, and billing coordination.

The role is not responsible for personally performing technical diagnosis or repairs.

Technical execution remains with the Maintenance Manager, Maintenance Supervisor, and technicians.

However, the Operations Manager – Service must maintain strong coordination with the maintenance team to ensure that customer commitments, repair timelines, and service delivery standards are met.

The ideal candidate should be a customer-focused automotive service professional with strong coordination ability, service discipline, CRM knowledge, and practical understanding of workshop operations.

He should be able to manage customers professionally, control job flow, follow up approvals, coordinate with the workshop, reduce service delays, and ensure that every job moves from customer request to invoice closure in a disciplined manner.

The candidate should not be only a receptionist or customer service agent.

The role requires someone who can manage service operations as a controlled business process.