MOBOLAJI AFUAPE

• Spearheaded Mobility Aftersales Business Operations across the nation, overseeing 6 full-fledged workshops, the Central Spare Parts (CPD) department, Central Warranty operation, and 5 Satellite Lub-bays
• Directly managing a team of 6 Branch Managers, 1 CPD Manager, 1 Warranty Officer, and coordinating the activities of 5 Satellite Lub-bay coordinators
• Spearheading the conception, development, and implementation of novel business opportunities, driving innovation in the ever-evolving automotive landscape
• Exercising accountability for the meticulous optimization of tools and equipment usage, maintenance, and procurement across diverse locations
• Taking charge of ensuring strict adherence to Toyota's exacting standards (Toyota Customer Service and Workshop Management program (TSM Kodawari)) and driving and motivating a culture of compliance within the team
• Collaborating seamlessly with the Finance team to intricately plan, forecast, and execute the Annual National Budget for the Aftersales unit
• Orchestrating strategic planning and coordination of staff training and developmental needs in collaboration with location managers and Toyota Distributor in Nigeria (Toyota Nigeria Limited)
• Undertaking the responsibility of enhancing workshop facilities, optimizing technician utilization, and streamlining overall operational efficiency
• Committing to ensuring an unparalleled level of customer satisfaction within the Aftersales unit of the Motors division
• Collaborating effectively with the Marketing Department to orchestrate impactful promotional, seasonal, OEM Special Service Campaigns, and other strategic marketing initiatives
• Exercising meticulous supervision over the stocking and inventory management of spare parts across a nationwide network of locations
• Overseeing critical third-party contract negotiations and ensuring precise execution of Service Level Agreements
• Contributing significantly to overarching organizational development programs that transcend the scope of the Motors Division.

• Serving as the Aftersales Brand Manager for Jaguar Land Rover (JLR), I oversee the strategic landscape of the brand's post-sales operations
• Lead the comprehensive development of the JLR Aftersales Business Plan, aligning it meticulously with the brand's overarching goals and objectives within the dynamic realm of the automotive industry
• Drive a systematic overhaul of workshop operations, processes, and structures on a nationwide scale, with a keen focus on optimizing efficiency and elevating overall performance
• Effectively rejuvenate team spirit, drove motivation, and reinforce discipline, resulting in a discernible improvement in the collective performance of the staff
• Pioneer the implementation of a targeted reward incentive scheme aimed at boosting staff productivity and efficiency, fostering a culture of excellence within the team
• Supervise the OEM Warranty Audit Review with precision, ensuring strict adherence to quality standards and meticulous compliance with the exacting requirements of the JLR brand
• Vigilantly monitor the adaptation of in-house operations to the meticulous standards set by JLR, ensuring seamless integration and compliance within the intricate landscape of the automotive industry
• Proactively track customer satisfaction indicators to guarantee sustained growth and foster repeat business for the brand, aligning seamlessly with the customer-centric ethos inherent in the automotive industry.

• As the Aftersales Manager overseeing BMW Group products (BMW, MINI, Motorrade, and Rolls Royce) nationwide in the Aftersales Division, I took on the pivotal role of developing and executing Aftersales Business Plans for Rolls Royce and BMW
• Led a comprehensive and systematic upgrade of workshop operations, processes, and structures on a nationwide scale
• Initiated and successfully executed a home visit service operation campaign tailored for Rolls Royce clients during the easing of the COVID-19 lockdown
• Implemented strategic staff optimization measures, resulting in a 20% reduction in staff strength while concurrently increasing productivity, leading to three consecutive profitable years (2016, 2017, and 2018) following previous departmental losses
• Achieved a significant enhancement in customer satisfaction, improving the Net Promoter Score (NPS) from 50% in 2015 to an impressive 74% by 2018.

• Functioning as the Acting General Manager for BMW Group products nationwide in the Aftersales Division, I oversaw the activities of Service Managers across three locations, specifically focused on BMW, Rolls Royce, and Mini
• Managed the Service operation at the HQ office for BMW, Mini, & Rolls Royce, leading a team of 12 staff members
• Successfully recovered lost revenue and operational space from abandoned vehicle customers
• Implemented a comprehensive restructuring of the training and capacity development plan for local staff, ensuring sustained support for Aftersales business operations
• Pioneered a tools policy aimed at proper tools and equipment management, optimizing customer response
• Played a key role in Aftersales Business Plan development and the systematic upgrade of workshop operations, processes, and structures on a nationwide scale
• Contributed to Budget planning for various brands, including Ford, Jaguar Land Rover, and MG, as part of the Aftersales team
• Engaged hands-on training for Front Office staff and Workshop Managers
• Contributed to Aftersales Nationwide expansion planning initiatives.

• Spearheaded the creation of an in-house Enterprise Resource Planning (ERP) utilizing Dynamic Navision ERP. This initiative focused on aligning workshop operations with Toyota Customer Service & Workshop Management program (TSM Kodawari) for all Toyota Nigeria Limited dealership network, leading to enhanced efficiency and streamlined processes.

• Coordinated the development of an ERP for Toyota Nigeria Limited, specifically targeting new vehicle stock maintenance and receipt inspection procedures. This endeavor significantly contributed to the optimization of workflow and inventory management.

• Evaluated, restructured, and implemented company-wide vehicle maintenance procedures, processes, and policies to align seamlessly with Toyota Global Operation standards. This comprehensive approach resulted in improved operational standards and cost-effectiveness.

• Implemented and managed policies for tools and equipment, inventory records, and maintenance, ensuring optimal utilization and longevity of resources.

• Orchestrated the enhancement of human resource capacity to meet the stringent requirements of the Toyota Global Workshop Management standard, fostering a skilled and capable workforce.

• Synchronized transaction procedures among Accounts, Spare Parts, and audit departments with the workshop, fostering cohesion and efficiency in company vehicle fleet management.

• Effectively managed the company vehicle fleet maintenance budget, ensuring prudent financial management and optimal performance.

• Led nationwide Field Visit consultancy services to Toyota Nigeria Limited Dealers, implementing and ensuring adherence to Toyota Motor Corporation Global Standards in aftersales activities. This played a pivotal role in maintaining uniformity in service standards across all dealership locations.

• Conducted comprehensive audits of Dealers' aftersales human resource capacity, warranty claims records, PDS, new vehicle maintenance records, and equipment maintenance scheduled inspections. This approach contributed to the continuous improvement of aftersales services and dealership operations.

• Facilitated strategic training programs for Dealer Service Managers, Spare Parts Managers, and Front Office Managers on Toyota Customer Service & Workshop Management program (TSM Kodawari), ensuring a knowledgeable and skilled dealership workforce.

• Collaborated in the development of the New Toyota Service Advisor training program curriculum and served as a dedicated class instructor, contributing to the professional development of dealership staff.

• Implemented and managed the Toyota Customer Service & Workshop Management (TSM) program, serving as an evaluator, promoter, and instructor. This comprehensive approach significantly contributed to the overall improvement of service quality and customer satisfaction.

• Provided invaluable consultancy services on facility development and management to Dealers, offering insights and recommendations for continuous improvement.

• Presented Dealers Performance Reports on TSM Kodawari during monthly Service Manager’s meetings, highlighting best practices and areas for improvement.

• Developed policies and procedures related to customer service operations.
• Developed and implemented strategies for providing excellent customer service experience.
• Steer the customer service department for multiple prestigious brands, ensuring the highest standards of service delivery for brands such as M/Benz, BMW, Porsche, Audi, Peugeot, Toyota, Nissan, etc.
• Implemented robust internal and external training programs, overseeing the daily operations of a 10-member staff team. This resulted in a skilled and motivated workforce capable of delivering exceptional customer service.
• Managed third-party contracts, skillfully handled customer complaints, and conducted in-depth analyses of weekly workflow reports for interdepartmental consolidation. This approach ensured seamless operations and customer satisfaction.
• Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
• Created reports on customer feedback, complaints, and suggestions for management review.
• Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
• Liaised with other departments such as Spare Parts, Workshop, sales, & IT to ensure smooth functioning of all activities related to customer service operations.

• Oversaw the coordination and direction of activities for service advisers, customer service representatives, and quality control/delivery officers.
• Assisted with scheduling appointments for service work to be performed on vehicles.
• Tracked customer requests, comments, problems, issues and resolutions within designated systems.
• Demonstrated knowledge of advanced diagnostic equipment used in the shop.
• Compiled reports detailing sales volumes, Service performance metrics, customer satisfaction ratings.
• Played a crucial role in marketing repair estimates to customers, ensuring transparent communication and customer satisfaction.

• Provided customer service and advice to clients regarding vehicle maintenance and repair.
• Explained technical diagnoses and required repairs to customers in a clear and concise manner.
• Assisted other technicians with complex repairs when needed.
• Researched parts availability, costs, delivery times, and warranties as needed.
• Communicated effectively with parts department personnel to ensure timely order fulfillment.
• Monitored inventory levels of supplies and materials used in service operations.
• Attended regular training sessions provided by manufacturers in order to stay current on product updates.
• Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.

• Organized, scheduled and supervised daily operations of the workshop service and repairs.
• Schedule and monitor preventive & corrective maintenance on workshop equipment and tools.
• Monitored work performance to ensure quality standards were met according to company guidelines.
• Ensured that all necessary parts were available for repair work orders.
• Collaborate with parts department for parts number scaling with EPC and supporting in stock taking and inventory control.
• Negotiated contracts with outside service providers for specialized services required on sublet repairs.
• Supervised use, maintenance and replacement of workshop tools, equipment and materials.
• Prepared staff work schedules and assigned team members to specific duties.

• Greeted customers and addressed their needs in a professional manner.
• Provided accurate estimates of repair costs, labor times and parts prices to customers.
• Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
• Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
• Explained the features and benefits of products or services offered by the dealership to customers.
• Resolved customer complaints in an efficient and courteous manner.
• Developed strong relationships with customers by providing exceptional customer service.
• Upsold additional products or services when appropriate.
• Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
• Promptly responded to customer inquiries via phone, email or in person.
• Followed up with existing customers regarding past services performed on their vehicles.
• Examined records and papers to verify warranty and service contract coverage.
• Updated databases with new and modified customer data.
• Promoted available products and services including Special Service Campaign, Recall and Promo campaign to customers visit engagement and phone enquiries/order calls.

• Deputized for the workshop manager, effectively coordinating, and directing repairs and servicing of vehicles.
• Assisted in developing and implementing safety policies and procedures to ensure compliance with applicable regulations.
• Conducted regular inspections of all machinery and equipment to identify issues or problems.
• Maintained accurate records of inventory levels, production schedules and employee attendance.
• Provided technical advice, support and training for staff members on proper use of tools and equipment.
• Monitored work performance to ensure quality standards were met according to company guidelines.
• Developed strategies for improving efficiency in the workshop environment.
• Resolved conflicts between employees related to job duties or responsibilities.
• Reviewed invoices from suppliers to ensure accuracy before processing payments.
• Negotiated contracts with outside service providers for specialized services required by the business.
• Supervised use, maintenance and replacement of workshop tools, equipment and materials.
• Implemented campaigns and promotions to help with developing Part sales and other services offerings.

• Participated in on-the-job training, gaining comprehensive insights into all aspects of workshop operation, including administration, reception procedures, mechanical & electrical repairs, and bodywork procedures.
• Facilitated the maintenance of workshop equipment, contributing to optimal functionality and efficiency.
• Assisted in the development and implementation of training programs for new employees.
• Provided support to existing staff on various tasks and duties.

• Provided technical advice and guidance to the office technical service request and purchases.
• Participated in meetings with other departments to discuss upcoming projects or resolve outstanding issues.