Assistant Manager, Operations and Fulfilment

Primary

The Assistant Manager is responsible for managing round-the-clock operational execution across multiple locations, ensuring safe, reliable and customer-focused delivery.

Secondary

Ensure timely homologation and delivery of commercial vehicles, including warranty claim(s) administration. The role provides operational leadership to frontline teams, coordinates vehicle preparation, handover activities and manages warranty submissions and follow-through with principals.

Key Responsibilities

1. 24/7 Multi-Site Operations Management

• Oversee daily operational execution across multiple locations operating on a 24/7 basis, ensuring adequate manpower coverage, shift discipline, service continuity and escalation support.
• Supervise site leads, deputies and frontline staff to maintain consistent service standards, safety practices, housekeeping and customer handling.
• Monitor 24/7 operational performance by site, including incident response, downtime, handover status, customer service issues and service recovery actions.
• Act as the first escalation point for operational disruptions, urgent fulfilment matters, customer complaints and safety-related incidents.

2. Commercial Vehicle Fulfilment

• Manage end-to-end commercial vehicle fulfilment activities, including pre-delivery inspection, vehicle preparation, registration coordination, accessory fitment, customisation, documentation and customer handover.
• Coordinate closely with Sales, Workshop, Parts, vendors and principals to ensure vehicles are delivered in accordance with customer requirements, committed timelines and quality standards.
• Track inventory, vehicle fulfilment status, identify bottlenecks and drive corrective action to minimise delays, rework and customer dissatisfaction.
• Ensure accurate fulfilment records, handover documentation, customer sign-offs and internal reporting are maintained for audit and accountability.

3. Warranty Claims Administration

• Manage warranty claim processes for commercial vehicles, including documentation, submission, follow-up, approval tracking and closure.
• Work with workshop teams and principals to ensure warranty defects are properly diagnosed, supported with required evidence and submitted within stipulated timelines.
• Maintain proper records of warranty claims, customer communications, principal approvals, parts replaced and claim outcomes.

4. People, Compliance and Continuous Improvement

• Lead, coach and deploy frontline teams to achieve operational discipline, customer service consistency and accountability across all locations.
• Ensure compliance with company policies, workplace safety requirements, data protection practices, operational procedures and customer documentation standards.
• Prepare regular management updates on operational performance, fulfilment progress, warranty claim status, customer issues and improvement actions.
• Identify opportunities to improve workflow efficiency, digital tracking, manpower productivity, turnaround time, customer experience and cost control.

Key Performance Indicators

• Operational uptime and continuity of all operational locations.
• Customer complaint resolution time and service recovery effectiveness.
• Manpower productivity, shift coverage and overtime control.
• Compliance with safety, documentation, audit and data protection requirements.
• On-time vehicle fulfilment and customer handover performance.
• Warranty claim submission accuracy, approval rate and closure turnaround time.

Qualifications and Experience

• Degree in Business, Engineering, Operations Management, Logistics, Automotive Technology or a related discipline.
• Minimum 4–6 years of relevant experience in automotive operations, fleet operations, commercial vehicle delivery, workshop coordination, warranty administration or multi-site service operations.
• Experience managing shift-based or 24/7 operations will be advantageous.
• Good working knowledge of commercial vehicles, aftersales processes, warranty claims, service documentation and customer fulfilment workflows.

Key Skills and Competencies

• Strong operational coordination and multi-site execution capability.
• Good people management, shift planning and frontline supervision skills.
• Customer-focused mindset with the ability to manage escalations professionally.
• Strong documentation discipline and attention to warranty claim details.
• Commercial awareness, cost discipline and ability to drive practical process improvements.
• Proficient in Microsoft Office and operational reporting tools; familiarity with automotive or workshop management systems will be advantageous.
• Knowledge of management dashboard creation and leverage on applications like CoPilot and MS PowerApp is an advantage.

Personal Attributes

• Reliable, hands-on and responsive in a fast-moving 24/7 operating environment.
• Structured, organised and disciplined in follow-through.
• Able to work independently while coordinating across multiple internal and external stakeholders.
• Calm under pressure, service-oriented and committed to operational excellence.