National Operations Manager - Automotive Service Centres - Gauteng

Key Performance Areas:
Build and Own the Operating Model

Create the repeatable blueprint for launching and running a national mechanical workshop fast fitment network.

• Define and continuously improve the customer journey from booking or drive-in, through oil service and inspection, quotation, authorisation, repair, quality check, handover and follow-up
• Develop standard operating procedures, workshop controls, role definitions, labour models, operating hours and escalation routes appropriate to a mechanical service business
• Set clear boundaries, interfaces and service-level agreements between 2 of the businesses shared functions, preserving distinct accountability and culture of each
• Lead pilots, new-site openings and operational readiness, including people, equipment, tooling, parts, systems, compliance, marketing and launch ramp-up
• Create a scalable field-management structure and routines for performance reviews, store visits, audits and corrective action

Ensure safe, compliant, productive and technically credible workshop execution across all sites.

• Own workshop capacity, bay utilisation, technician productivity and efficiency, workflow planning, job allocation, work-in-progress control and vehicle turnaround time
• Establish inspection standards, service schedules, job-card discipline, diagnostic processes, repair authorisation controls and final quality checks
• Implement right-first-time, comeback and warranty controls; investigate recurring failures and drive root-cause corrective action
• Ensure fit-for-purpose tooling, diagnostic equipment, calibration, maintenance, housekeeping, waste-oil handling and environmental controls
• Maintain compliance with occupational health and safety, consumer requirements, OEM technical information, parts traceability and all relevant automotive regulations and standards
• Build a technical escalation network and ensure workshop leaders can coach technicians rather than relying on head-office intervention

Grow revenue through credible advice and transparent inspection-led selling, never through unnecessary work.

• Make oil service the disciplined entry product: convenient, correctly specified, competitively positioned and consistently executed
• Embed a standard multi-point vehicle inspection with clear evidence, severity grading and customer-friendly explanation of findings
• Improve conversion of identified work into authorised services through accurate estimates, parts availability, advisor capability and trust-based communication
• Develop the service mix beyond oil in line with site capability, customer demand, technical competence, risk and margin
• Track the full funnel by site: oil-service volumes, inspections completed, findings, quotes, approvals, average repair order, declined work and follow-up conversion
• Set and enforce ethical selling standards and monitor complaints, refunds, warranty claims and customer outcomes

Own network and site economics, balancing growth with quality and cash discipline.

• Set annual budgets and rolling forecasts for revenue, gross profit, labour recovery, parts and consumables, payroll, operating expenses, capital expenditure and cash
• Manage site and network P&Ls; diagnose variance and implement timely recovery plans
• Optimise labour rates, service packages, product mix, procurement, stockholding and inventory turns without compromising quality or customer trust
• Control leakage, discounting, rework, waste, obsolete stock, shrinkage, fraud and unauthorised expenditure
• Build business cases for openings, refurbishments, equipment and new service categories; conduct post-investment reviews against plan
• Partner with finance, commercial, procurement and marketing to translate performance insight into action

Recruit, develop and retain the workshop, service and field leadership capability required to scale.

• Define workforce plans and competency standards for workshop managers, service advisors, technicians, apprentices and regional leadership
• Recruit leaders and technical talent with the right balance of customer orientation, commercial acumen and mechanical credibility
• Create structured onboarding, technical training, advisor training, certification, coaching and succession plans
• Set clear performance expectations and hold leaders accountable through regular reviews, recognition, performance improvement and fair…