General Manager – Service Operations
Location: Hong Kong
Job Details: Full-time | Hybrid Work Model
Function: Aftersales
Do you want to develop world-class skills, build a brilliant career, and thrive within a highly supportive team? Join Inchcape Greater China, part of Inchcape’s global network.
You’ll play a key part in growing a global business that’s transforming our industry, working with the world’s leading automotive brands, and delivering great experiences for our customers.
Our Toyota Aftersales team is seeking a General Manager – Service Operations
to join our team in Hong Kong. In this position you will collaborate with a dynamic, diverse team to deliver exceptional service and repairs, bringing your expertise and passion for quality to drive your career forward.
What you’ll do
Strategic Leadership & Business Planning
- Develop and execute the aftersales retail service strategy aligned with corporate and OEM objectives.
- Lead annual budgeting, forecasting, and long-range business planning for service operations.
- Drive network infrastructure planning, including capacity expansion, workshop layout optimisation, and facility upgrades.
- Review & formulate business strategy according to latest market trend and customer demands.
Retail Service Operations Management
- Oversee daily operations of all service centres to ensure efficiency, safety, and productivity.
- Set and monitor KPIs including throughput, SPI, labour & workbay utilisation, parts availability, turnaround time, and service margin.
- Implement operational excellence frameworks (Lean, Kaizen, 5S) across the network.
- Ensure strong cooperation between sales, service, parts, warranty, technical, customer relations and BDC teams.
Customer Experience & Quality Management
- Champion customer-centric culture across all service locations.
- Ensure high Reputation/NPS performance and manage customer feedback systems.
- Implement standard operating procedures to maintain consistent service quality and brand standards.
- Lead Fix-It-Right, root-cause analysis and improvement plans for service quality issues.
People Leadership & Capability Development
- Lead, coach, and develop Service Managers, Supervisors and frontline teams.
- Create talent development pipelines for technicians, advisors, and leaders.
- Define performance standards, conduct reviews, and drive accountability.
- Promote a culture of safety, compliance, engagement, and continuous learning.
Financial Management & Profitability
- Own the full P&L responsibility for service operations.
- Maximize labour revenue, enhance productivity, and optimize cost control.
- Improve workshop efficiency through capacity planning, technician productivity, and process optimization.
- Identify and implement new revenue streams (e.g., service packages, value-added products, charger products, non-UIO services).
Warranty, Technical, and Compliance Oversight
- Ensure strict compliance with OEM warranty, repair standards, and audit requirements.
- Collaborate with OEM technical teams on product quality, campaigns, and field fixes.
- Maintain high levels of technical competency and diagnostic capability across the network.
Digitalization & Process Innovation
- Drive digital transformation initiatives such as digital reception, AI application, online service booking, ePayment, digital job cards, remote diagnostics, and predictive maintenance tools etc.
- Leverage data analytics to improve operational performance and forecast demand.
- Implement customer-facing technologies to enhance transparency and convenience.
Cross-Functional & OEM Collaboration
- Act as the primary interface with OEM aftersales leadership for service strategy, warranty, standards, and quality actions.
- Work closely with all business partners - Sales, Marketing, Parts, Finance, and HR to ensure alignment across the customer
About you
To be successful in this role, you will be:
- Bachelor’s degree in Automotive Engineering, Business Administration, Operations Management, or related fields; MBA / Master Degree advantage.
- Minimum 10 years of automotive experience with at least 5 years in a senior leadership role.
- Strong leadership skills with experience managing and motivating cross-functional teams in a complex, multi-brand environment.
- Proven track record in managing multi-site service operations in an OEM or distributor environment
- Strong business acumen with P&L management experience.
- Excellent communication, interpersonal, and stakeholder management skills, with the ability to influence at all levels of the organization.
- Experience in change management and leading large-scale operations is highly desirable.
- Excellent leadership, communication, and stakeholder management skills.
- Experience with Lean, Kaizen, or other operational excellence methodologies is an advantage.
We offer you
- Benefit from clear career paths, continuous learning opportunities including technical training with Toyota.
- Enjoy extra leave days including a Wellbeing Day, and your birthday off to celebrate on your terms.
- Access comprehensive health and life insurance.
- Enjoy exclusive colleague perks, including discounts on vehicle purchases and more.
Apply Now
Ready to lead communications in a role where your impact is truly felt?
Apply today to become a key part of Inchcape’s transformation journey in Greater China.
Start your journey
If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. You might be the perfect fit we’re looking for. Join our team and become part of a leading global automotive company that is transforming tomorrow, together.
Opportunity for everyone
At Inchcape, inclusion accelerates our success. We are committed to creating a workplace where everyone feels valued, heard, and empowered to thrive. We foster an inclusive culture that reflects the communities we serve, ensuring opportunities for all. Click here to learn more about our commitment to Inclusion and Diversity.
About us
Inchcape is a leading global automotive distributor and retailer, operating in over 40 markets. With a strong presence in Hong Kong and Macau, we are committed to transforming the customer experience, driving innovation, and shaping the future of mobility. At the heart of our success is our people – and clear, compelling communication is key to unlocking their potential.
Additional information request
Selected candidates will be contacted to initiate our hiring journey. We may request additional information from applicants to better understand your background, qualifications and experience for the role.
