Ivan Hoe Email & Phone Number

Kuala Lumpur, My

Beijing City, China

General Manager Job Objective:Communicate dealership vision and implement the mission for the organization. Lead the management team to achieve the overall business strategy set by the board of directors/dealer group resulting in high profitability, high customer satisfaction and the most attractive employer in the market. Achieve business objectives set by the BMBS and optimize resources to ensure the maximum market exploitation.

Beijing City, China

Prime Market Area General Manager Job Objective:Communicate dealership vision and implement the mission for the organization. Lead the management team to achieve the overall business strategy set by the board of directors/dealer group resulting in high profitability, high customer satisfaction and the most attractive employer in the market. Achieve business objectives set by the BMBS and optimize resources to ensure the maximum market exploitation.Head of Aftersales Operation - Greater Beijing RegionTo assist RCOO to develop regional tactics & guideline in aftersales operation, insurance business and to conduct daily aftersales/insurance management to safeguard the fulfillment of the operative targets with regard to both throughput, turnover & insurance renewal penetration rate. To fine tune dealers’ aftersales/insurance renewal process & quality to constantly improve customer satisfaction and maintain sustainability. Keeping in a regular touch & maintain a good relationship with the principle district/regional/central aftersales team to provide necessary support to dealers.

Beijing City, China

Responsibilities:1. To assist Regional Chief Operating Officer to develop regional tactics & guideline in aftersales operation2. To conduct daily aftersales management to safeguard the fulfillment of the operative targets with regard to both throughput & turnover3. To fine tune dealers’ aftersales processes & quality to constantly improve customer satisfaction and maintain sustainability4. Keeping in a regular touch & maintain a good relationship with the principle district/regional/central aftersales team to provide necessary support to dealersMajor Achievements:1. Region Greater Beijing aftersales market share increase from 2014 of 30% to YTD of 33.3%2. Year of Year YOY aftersales throughput increase by 16.6% - the highest increase region in LSH Auto China

Taiyuan City, China And Beijing City, China

Manage and develop a customer-oriented workshop. Lead and manage the Aftersales department to achieve the high level of customer satisfaction and service quality as well as the high service market shares and profitability. Ensure that all Mercedes-Benz standards are met as well as the legal regulations on the labor and environmental protection is complied with.Internal RelationshipsGeneral Manager - Report regularly on the daily operations and annual cost/profit commitmentSales Manager - Cooperate to achieve high customer satisfaction and market exploitation.Marketing & CRM Manager - Support on the planning and implementation of marketing activities.Service Staff, Workshop Manager, and Parts Manager - Coach and monitor the operations of workshop & warehouse. Manage the stock turnover, analyze product trends, control workshop targets, secure training and development.Finance Manager - Coordinate budget, credit control and cash management.Finance and Insurance Manager - Coordinate the renewal of car insurance.HR Manager - Liaise on all staff related issues.External RelationshipsCustomer - Handle and maintain long term relationships with VIP and fleet customers. Maintain a customer feedback system, and deal with customer complaints.Principle - Align workshop targets, budgets, promotions, service marketing activities, CSI, Mercedes-Benz Aftersales dealer standards, recruitment and organization. Provide technical reports.Suppliers, Insurance Companies - Negotiate and decide on the purchasing maintenance and insurance contracts. Local Competitor - Maintain relationship.EXPERIENCES GAINED. Setting up 2 new dealerships in Taiyuan & Beijing. Experience in technical equipment in automotive industry. Experience in problem solving, negotiation skills with customer, vendor & supplier. Experience in joint venture cooperation between principle & Lei Shing Hong HQ . Experience in after sales process, Dealer Standard Audit, SOP & etc.

Malaysia

. Take the lead role in branch productivity, profit & loss, people management, technical issues, warranty issues, customer complaint and etc. . Work closely with the Toyota Motor Coperation Japan, Toyota Motor Asia Pasific, UMW Toyota HQ, vendor, suppliers. Utilize relationships to ensure that sales target and net profit are met & to resolve major customer complaints.