Job Summary:
The Aftersales Operations Lead is responsible for overseeing all post-sale activities related to warranty operations. This role ensures the delivery of a seamless aftersales experience, drives profitability through service and parts operations, and enhances customer satisfaction and retention. The ideal candidate will bring strong leadership, operational expertise, and a customer-centric mindset to optimize workshop productivity, inventory management, and service delivery.

Key Responsibilities:
Operational Management
Oversee daily operations of the Warranty Contact Center.
Monitor and manage KPIs (e.g., Claims Backlog, Call Center Performance, Pre-Authorization program).
Customer Experience & Retention
Drive initiatives to improve Dealer experience and ensure exceptional service delivery.
Address dealer complaints or escalations and ensure timely resolution.
Financial Management
Prepare and manage aftersales budgets and forecasts.
Identify opportunities to drive revenue growth through upselling services, accessories, and maintenance packages.
Control operational costs and maximize departmental profitability.
Team Leadership
Lead, train, and develop aftersales teams including Warranty Adjudication Team, Dealer Call Center and Pre-Authorization departments)
Promote a culture of accountability, teamwork, and continuous improvement.
Compliance & Quality Assurance
Ensure adherence to OEM (Original Equipment Manufacturer) guidelines, warranty policies, and regulatory requirements.
Implement and maintain service quality standards and health & safety regulations.
Reporting & Analysis
Use data insights to inform operational decisions and improve service delivery.