Head of Service Maintenance and Repair

at  Motability Operations

ABOUT YOU

• Alongside a customer focus, you will also need strong commercial awareness and have an interest in the wider fleet and leasing industry, with a desire to learn about any outside influences which could impact us or our customers within the in-life experience
• You will need excellent communication skills, with experience of communicating with internal and external stakeholders at all levels.
• You will be confident with finding trends and communicating those findings in a way that delivers effective change
• You will need to effectively lead, develop and motivate your team to drive a commercial strategic agenda which actively engages the partners to deliver the best outcomes
• Commercial acumen with a drive for high results and a delivery focus
• Highly motivated individual with experience of creating and delivering visionary strategic plans
• Ability to operate seamlessly between commercial requirements, customer experience deliverables and strategic priorities
• You embrace change and you’re motivated by exploring ways of delivering value and impact across the business

This role is a key strategic commercial leadership role. The role has overall commercial responsibility for all service, maintenance and repair (SMR) contract negotiation, spend and relationship management across the dealer network for Motability Operations’ customers’ vehicles in life. You will be responsible for ensuring that the significant costs relating to the management of our customers’ vehicles through the period of their lease, are optimised to enhance the customer proposition value and experience.

The role is responsible for defining and designing the contracts to achieve the balance between the best value for our customers with the best commercial terms for our business.

• You will be responsible to create an environment with our dealer / SMR networks to ensure our customers receive excellent customer experience and best value.
• The services delivered by our dealer / SMR networks are scheduled or delivered promptly to ensure continuous mobility services and associated costs are minimised
• You will be responsible for implementing strategic and tactical opportunities to reduce cost across the dealer network contracts.
• Managing SLAs with dealers to ensure delivery against the customer proposition and where necessary proactively performance manage poor partner performance.
• You will be responsible for ensuring there is a positive customer outcome.
• You will apply a strong commercial focus, ensuring that the services provided are value for money to the scheme.
• You will need to drive and implement ongoing process improvement. You will be managing and working with 3rd party suppliers/business partners, leveraging relationships to deliver excellent outcomes.
• You will need to adopt a data driven approach to reviewing costs and ensuring that cost controls are initiated, and expectations set to minimise costs and improve customer experience.

This is a commercial role, and you will need to use a data driven approach to manage partner costs and ensure there is a value-added approach whilst not impacting the customer experience.
You will need to be proactive and deliver a commercially robust and sustainable proposition. You will need to develop and deliver contract efficiency and partnership programmes to achieve the best return on our investment for customers.