Centre Manager

The Centre Manager will be responsible for the overall management of the repair centre, ensuring that all work is undertaken in a timely and correct manner, while maintaining a safe working environment for all staff.

The Centre Manager will be accountable for:

• Ensuring the site remains safe by maintaining the WHS management system
• Ensuring all WHS and Environment policies and procedures are followed
• Immediately reporting and recording any safety incidents or near misses and actioning required
• Ensuring that all visitors and employees are site inducted
• Ensuring all environment policies and procedures are followed

The Centre Manager will also be responsible for:

• Ensuring exceptional customer service is provided to all clients and work providers through prompt, professional and friendly interactions
• Information provided is accurate and timely and recorded in the Quoting/Management system
• Monitor scores and feedback from Net Promoter and action feedback as required. Resolve all customer complaints by following the AMA & OEM complaint process
• Upon collection, ensure clients are walked through the repairs and they are telephoned one to three days later to confirm satisfaction
• Ensure the day-to-day relationship with all work providers upheld and protected through regular, timely communication and ensure any foreseeable risks that may hinder the relationship are immediately communicated to the Operations Director

The Centre Manager will also be responsible for:

• Ensuring vehicles are repaired to their pre-accident condition following OEM repair procedures and that employees' are signing the QA Sheet to confirm they have checked their work, and it meets AMA & OEM standards
• Ensure final QA Inspection is carried out to ensure vehicle meets AMA, OEM and client expectations. and that appropriate paperwork is completed and saved for future reference. Resolve any quality or safety concerns
• Ensure comprehensive and accurate quotes are carried out as required (onsite/offsite/online) and are entered into Quoting/Management system with images in a timely manner
• Quotes must have a labour and method focus with emphasis on the most economical parts usage (via parts management/ordering system), with report item elaboration
• Ensure quotes are adjusted to reflect authority from the work provider/client and authorisation to proceed is obtained prior to commencing work on any vehicle
• As required, in-process images are also saved to file for future reference Additional work (Supps) are recorded and authorised
• Ensure upon vehicle's arrival appropriate vehicle arrival inspection is carried out and uploaded into Quoting/Management system with images for future reference, as well as the vehicle being mapped in accordance to the Job Sheet and recorded as being onsite in Quoting/Management System
• Upon completion of repairs ensure Quoting/Management System is updated to reflect completion and departure
• Ensure parts and sublet items are procured to ensure profitability and minimise delays in cycle times
• Ensure parts are ordered via parts management/ordering system and invoices, credit notes and returns are actioned and entered into the job accurately and in a timely manner
• Parts are labelled and stored accordingly. If parts are damaged, additional time is obtained to repair parts from work provider

The Centre Manager will also be responsible for:

• Oversee the production management of the workshop to ensure production targets are achieved and that vehicles are repaired to their pre-accident condition in accordance with AMA, OEM and Work Provider quality expectations, within designated timeframes and specified average repair costs
• Ensure production meetings are held twice a day to discuss vehicle progress and expected completion and progress is recorded in internal notes, outdates are updated in Quoting/Management system and the client/Work Provider are advised accordingly
• Proactively manage the incoming/outgoing of vehicles to maximise capacity of workshop
• Ensure the production management system remains up to date to reflect the current happenings of the workshop
• Ensure vehicles are repaired as per the Job Sheet, Repair Method and SOP with due care and attention demonstrated towards the vehicle whilst in AMA's care. Furthermore, ensure appropriate usage of consumables and materials are used to avoid wastage
• In the instance of a minor delay/first or second delay the CSO may advise client, however, for more complex delays or if the vehicle has been delayed multiple times.
• Frequently walk through workshop and review housekeeping. Ensure the grounds, parking bays, gardens and toilets are cleaned on a weekly basis and the workshop, office, clearway, parts bay, lunchroom areas and any oil/coolant spills on a daily basis. Ensure there are sufficient customer car parks available. Address any housekeeping concerns immediately.
• Ensure, all company tools and equipment are handled with due care and attention ensuring they remain safe, clean and in a workable condition. Ensure tools, equipment and workshop maintenance tasks are carried out as required
• Coordinate the daily opening/closing of the Workshop

The Centre Manager will also be responsible for:

• Ensure the site is operating profitability, prepare and/or review P&Ls, budgets, ARC, job costings, KPIs, management reports, utilising the tools provided to know and understand the performance of the site and provide explanations for performance as required
• Ensure EOM & OEM reporting is accurate and submitted on time. If site is not achieving targets, ascertain why and rectify
• Ensure invoicing is carried out accurately for all clients/Work Providers and within invoicing timelines.
• Review aged debtors and follow up outstanding accounts
• Conduct, participate and/or assist with site audits
• Update Time keeping system and HR3 Kiosk to reflect absences. Ensure payroll submission of wages is done by close of business on last working day for week. Review pays daily in time keeping system to confirm correct
• Ensure all subcontractors engaged comply with the AMA subcontractor requirements. Process subcontractor payments each month in accordance to AMA's procedures
• Ensure clients are advised of monies prior to vehicle collection and money is collected. Ensure the daily EFT/CC reconciliation is carried out and as required the banking is deposited.
• Ensure general admin duties are carried out by the CSOs such as stationary orders, coordinating IT assistance, incoming mail is collected and distribute accordingly, and all post is sent to the support centre by Friday and at EOM within two working days
• Ensure ongoing communication with the National Ops Team so they are abreast of any issues occurring within the centre. Regularly check emails and respond promptly and attend all management meetings as requested.

The Centre Manager will also be responsible for:

• Ensure staffing levels and processes are in place, including work providers' SLAs to ensure the business achieves profitability, without adversely impacting on quality or safety. Proactively build and maintain positive work provider relationships
• Oversee the staffing on site, including but not limited to:

1. Recruitment of new staff
2. Ensure new employees are appropriately inducted prior to commencing work and
3. Employees electronic onboarding is completed prior to starting work on first day
4. Conduct annual performance appraisal
5. Handle employee misconduct/grievances in conjunction with PAC
6. Conduct fortnightly toolbox talks and/or monthly site meetings
7. Facilitate training and mentoring of staff in accordance with their skill level
8. Coach apprentice/tradesperson
9. Ensure staff have current required licences and qualifications
10. Approve leave requests in accordance with business needs and ensure all appropriate documentation is submitted as required.

The Centre Manager will also be responsible for:

• Reward & recognition
• Career development and training
• Referral bonus for recommending a friend to work with us
• Discounts on parts and tools
• Uniforms
• 24/7 professional counselling for Team members and their immediate families

AMA Group is an equal opportunity employer. We are dedicated to finding the best fit for every role. All qualified applications will be considered regardless of gender identity or expression, age, religion, national origin, disability, or sexual orientation.

We champion our Team, because it's our people that set us apart and drive our business' success. We focus on individual strengths and value differences to bring the best out of people, enhancing their skills and capabilities to build fulfilling careers.