Aftersales Operational Analyst

We now have an exciting opportunity for a proactive, driven individual to be responsible for managing the Aftersales Operations Support team, providing backup and remedial action if necessary, enabling the department to meet all internal/external reporting, project and Phase activities.  You will take ownership of allocated cost centres associated to key activities (FBASSC Meetings, Offsite meetings, Dealer Surveys, Dealer Forums, Presentations and Specified Date Reporting requirements).  You will have responsibility for the production of AS Departmental reporting e.g. Production of Exec Board Level Data; AS2020; Commercial and Operations Key Strategy reporting.

You must ensure the AS Support team are aligned with HMUK Product/Programme Launch plans and implement associated action.  You will also have responsibility for Key AS Supplier contract status, ensuring they are aligned with HMUK legal/compliance process and implement change when necessary.  Provide Support to AS Managers with HMUK AS Activities – e.g. AS CVES; AS Dealer Survey; Dealer forum etc. reporting; presentations; action plans; analysis etc., and support the AS Planning Manager in the production of routine management and dealer reporting.

Key Responsibilities:

• Act as the main point of contact for Dealers and field team via Phone, Email and ACE Query Tracking.
• Act as the liaison channel for Franchise Board Meetings, Presentation and actions
• Build on relationships with Dealer network, field force and internal departments to promote ownership and improve service levels
• Proactively problem solve within the dealer network to ensure the efficient running of the Department.
• Resolve all dealer queries through close liaison with the field team, and all internal departments to agreed deadlines (measured by query tracking function in ACE)
• Proactively assist the field team with project/campaign tasks as and when required
• Develop strong professional relationships with all Dealer Principals, Service Staff and field teams.
• Administrate and support Dealers with Aftersales Commercial programmers such as Fixed Price Service Plans and Navteq Sat Nav Upgrades
• Accurate completion and analysis of all routine reports on a timely basis
• Manage the administration of the Approved Bodyshop Network
• Provide cover for the department during periods of staff absence
• Ownership and updating of ACE (Aftersales Commercial Engine) Dealer Portal
• Management of Purchase to Pay process via SAP
• Book and manage Dealer and team meetings.
• Coordination of Dealer incentive programmes.
• Analysis and reporting of data from internal dealer attitude surveys
• Production of presentations for internal meetings
• Reviewing internal websites and maintaining content

Person Specification:

• Strong analytical skillset
• Articulate/numerate/PC literate with Microsoft packages especially Excel, to advanced standards.
• Strong organisational, prioritisation and planning skills.
• Strong customer service orientation.
• Problem solver; able to work under own initiative.
• Ability to operate under pressure/tight deadlines.
• Efficient time management.
• Excellent interpersonal and communication skills – over the telephone, face-to-face and in written form.
• Team player with great flexibility and willingness to learn