Formula 21 – Center Manager (National Position)

BACKGROUND

Mbarara Center, Social Enterprise, is a complex made of the skilling center and Formula 21 Pitstop Auto Service Centre, a social enterprise subsidiary and affiliate of African Initiatives for Relief and Development (AIRD). The social enterprise is a project implemented in partnership with CFAO, a Mobility Uganda Ltd Authorized Service Centre that has been set up to repair and maintain on-warranty Toyota and other branded vehicles in the Mbarara area.

To lead this complex to grow and excel, competent and well qualified private sector leader Ugandans are invited to apply for the Center Manager position.

Purpose of the role

The Center Manager position is responsible for the coordination of service operations to ensure timely and quality delivery of service to customers, compliance with protocols and of the company in the delivery of service, and for the management of the service team for enhanced motivation and performance.

Moreover, as a new business the Center Manager must grow and sustain the business.

Duties and Responsibilities

Representation

• Represent the interests of the centre when liaising with relevant potential partners and stakeholders.
• Establish and maintain relationships with relevant skilling and auto service establishments.

Quality Assurance

• Ensure that infrastructure fit for purpose, is in place to support the centre and ensure quality standards are met.
• Manage internal quality assurance and activity.
• Monitor, review, and evaluate processes and practices.
• Liaise with stakeholders to ensure activities are in line process schedules and requirements
• Prepare for and manage regular audits/inspections ensuring clear documentation and personnel are ready as required.

Leadership:

• Provide effective leadership to the center by maintaining information flow across the center and AIRD, CFAO and other stakeholders to promote good teamwork.
• Network with key stakeholders within the community to promote Center services and identify business opportunities.
• Responsible for managing the performance of the center team and coordinating staff development programs to ensure satisfaction and retention of high performers.

Managerial

• Develop and implement service operational strategies to achieve set targets through continuous progress monitoring.
• Monitor the effectiveness and efficiency of the service budget to ensure efficiency in the utilization of funds allocated.
• Supervise the Service team to ensure a motivated and high performing team in the delivery of quality and timely service to the customers.
• Track and analyze key performance indicators to understand performance status and provide counter measure where there are gaps.
• Build healthy relationship with all stakeholders of the service center through communication and exchange of ideas to ensure smooth interdepartmental operations.
• Mentor and coach Service staff and recommend them for scheduled trainings to improve their skills.

Business Development:

• Initiate and carry out business development activities in agreement with the Director – Business Development and Strategic Partnership and other partners.
• Grow and position the center as a center of excellence and partner of choice.
• Represent the interests of the center when liaising with potential partners
• Achieve the monthly sale target.
• Develop and implement marketing activities relating to services available to grow sales and create awareness.
• Manage and support the administrative function of all accredited and skilling programmes ensuring that deadlines and external quality requirements are met
• Supervise skills administration support staff and ensure cover when necessary
• Provide timely reports to senior managers and relevant external stakeholders
• Prepare for and manage regular audits/inspections ensuring all documentation and required personnel are ready and available as required

Operational Responsibilities

Skilling

• At a later stage, carry out discussions with key stakeholders, assessment, review accredited skilling programs, and reviewing these in line with external developments and commercial opportunities.
• Spearhead the planning and budgeting processes and ensure clear accountability of the centre’s financial resources
• Plan, direct, coordinate and ensure effective implementation of skilling programmes at the centre, trainees and staff activities within the limits set by TVET/BEST Policy

Auto Service

• Oversee operations of the workshop to obtain maximum utilisation of automotive equipment and prevent operational delays in the section.
• Resolve critical customer complaints to strengthen trust and enhance customer retention.
• Monitor daily service sales to ensure performance is on track as per set targets and introduce action plans when below target.
• Provide a safe and conducive working environment in line with the Kaizen guidelines to eliminate risks associated with noncompliance with Anzen regulations.
• Ensure achievement of Center sales targets as per budget.Review workflows to increase the productivity of the Service team.
• Study the Voice of customer (VOC) report to understand customer satisfaction levels through Customer Service Index and provide solutions where there are gaps.
• Produce weekly performance report of the center.

Employee Management

• Attend to human resource matters at the centre
• Support the recruitment of center staff
• Monitor the quality of performance through observations and practice, identify development needs and facilitate development to maintain and improve centre quality.
• Ensure there is in place performance and development plans for center staff.
• Work with partners, Ministry of Education, CFAO, AIRD Uganda Program to ensure standardisation of practice and outcomes

Competences

Knowledge

• Use of ERP/Dynamic 365/Navision
• Computer skills
• Driving skills (Auto & Manual Transmission)
• Planning, organizing, and reporting.
• Persuasiveness/negotiation
• Creativity/innovativeness
• Commercial power

Skills

• Customer Orientation
• Attention to detail.
• Interpersonal skills
• Presentation
• Assertiveness
• Courage
• Stress Management
• Teamwork/Cooperation

Behavioral attributes

• Flexible/agile
• Ambition/result oriented.
• Pro-activeness/Initiative
• Perseverance
• Personal Performance management
• Problem analysis
• Sociability & Sensitivity

Experience and Educational Qualifications

• A bachelor’s degree in a business/Mechanical Engineering or related discipline.
• Minimum of 5years experience in a business environment with 2years at supervisory level.
• Product and general automotive business knowledge with previous automotive trade experience
• Knowledge of the skilling environment and national practice
• Good understanding of Western Region business environment.
• Valid Driver’s License