Commercial & Profitability Execution

●      Translate national revenue, margin and cost strategies into regional and centre-level performance plans.

●      Drive profitable growth through conversion optimisation, TNC initiatives, VAPS uptake and disciplined pricing governance.

●      Conduct structured monthly cost centre reviews with Centre Managers to protect margin and optimise expense control.

●      Identify performance gaps and implement structured turnaround plans for underperforming centres.

Productivity, Utilisation & Capacity Planning

●      Execute workforce planning and technician utilisation strategies at regional level, in alignment with national capacity models.

●      Monitor technician hours, productivity ratios and scheduling efficiency across all centres.

●      Ensure capacity is aligned to forecasted job volumes to prevent bottlenecks or underutilisation.

●      Improve speed of service and turnaround times through workflow optimisation.

●      Support footprint optimisation initiatives by providing regional performance insights and operational feasibility feedback.

Operational Excellence & Quality Control

●      Enforce standard operating procedures, technical fitment controls and safety standards across all centres.

●      Drive right-first-time workmanship to reduce rework and service failures.

●      Monitor ADAS recalibrations and quality compliance standards.

●      Ensure administrative integrity across SAP, job cards, claims and invoicing processes.

●      Conduct structured operational audits and ensure audit readiness at all times.

●      Implement corrective action plans where quality, productivity or compliance standards fall short.

Customer Experience & NPS Execution

●      Drive consistent execution of the PG Glass NPS process across all centres.

●      Ensure targeted NPS response rates are achieved and maintained.

●      Analyse NPS trends daily, weekly and monthly to identify service gaps.

●      Lead structured root cause analysis on detractors and recurring complaints.

●      Implement corrective action plans to reduce repeat failures and service breakdowns.

●      Coach Centre Managers on service recovery, professional communication and customer engagement standards.

●      Ensure low-effort, high-clarity customer journeys across all centres.

Leadership, Culture & Performance Management

●      Lead, coach and performance-manage Customer Service Centre Managers across the region.

●      Establish clear performance contracts aligned to productivity, profitability, NPS and quality metrics.

●      Conduct structured monthly performance reviews using operational dashboards.

●      Build leadership capability and succession pipelines within the region.

●      Embed PG Values through visible leadership standards and behavioural accountability.

●      Lead change initiatives and ensure adoption of new operational systems or strategic programmes.

Governance, Risk & Compliance

●      Ensure compliance with Health & Safety legislation and corporate governance standards across all centres.

●      Monitor stock accuracy through ITS, PPV analysis and variance control.

●      Mitigate shrinkage, fraud and operational risk.

●      Maintain infrastructure, equipment, housekeeping and brand standards.

●      Escalate operational, financial or customer risks proactively to the Head of Operations

●      Bachelor’s Degree in Sales, Operations or Business Management

●      Minimum 5 - 7 years’ experience in high-volume, client-centric service operations

●      Minimum 5 years leading multi-site operations

●      Proven performance turnaround and revenue uplift track record

●      Strong operational control and financial management capability