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Warranty Operations Manager

Date: 19-Oct-2018

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

Job Title:Warranty Operations Manager 
Department:UK - Technical (30000028) 
Job Location: Bracknell (UK-BRCK) 


Reporting to the Warranty Operations Department Manager, this role is responsible for leading & managing the Warranty Operations team based in Honda Motor Europe (HME), Bracknell.


The Warranty Operations Manager is responsible for day-to-day Warranty operations for car, motorcycle and power products as well as planning & implementing business activities to ensure the Warranty Operations Department meet current & future requirements. This role has two direct reports within the Warranty Operations team.


Main Responsibilities are:

  • Lead & motivate the Warranty team in the HME office so that it is effective, responsive, and able to provide a high quality service to the business (HME / Branch / Distributor / Dealer)
  • Contribute to the development of the Department Business Plan using the direction set by the Department Manager to add activities at the appropriate level with appropriate Targets
  • Take responsibility for allocating Business Plan tasks to suitable team members based on their skillset & capability  
  • Manage performance of individual team members in relation to their Business Plan & personal objectives to ensure achievement of departmental objectives
  • Act as a mentor and actively encourage the personal & career development of all team members, identifying talent that will add value to the Department and wider business
  • Conduct regular & proactive communications with the Warranty Operations Department Manager in order to continuously monitor & review the performance of the Warranty Operations department against Business Plan objectives 
  • Maintain strong relationships with the HME responsible markets and Honda Motor (HM)
  • Regular review and evaluation of warranty operations and organisations of Branches / Distributors within the HME region, giving regular feedback to Branch responsible Managers as required
  • Lead and direct where necessary the warranty personnel in Branches / Distributors to adopt / optimise processes based on HME operational guidelines
  • Propose & implement appropriate training activities for Branches / Distributor warranty staff including identification of new or revised training to align with evolving business direction and strategies


Main Team Responsibilities are:

  • Management of the New European Warranty System (NEWS)
  • Represent all product groups in the NEWS User Co-ordination Team (NEWS UCT)
  • Ensuring that NEWS operates and develops in line with the needs of customers, dealers, branches, distributors, factories and HM Japan
  • Ensure the business operates within the legal framework including adherence to GDPR
  • Act as the key user representative in all discussions with HE-IS
  • Business support for European warranty operations
  • Identify and promote best practice processes and policies between Branches/ Distributors / and their dealers.
  • Liaise with HM Japan to ensure European and Global warranty operations work together efficiently and effectively.
  • Support the set up of Product Update Campaigns and Recalls within NEWS
  • Provide customer support to Branch/ Distributor Warranty personnel on a day to day basis
  • Supervise the monthly warranty payment run for claims on HUM products and HME funded Warranty
  • Co ordinate the annual warranty compensation conditions between Branches/ Distributors / and HM Japan


Qualification, skills and experience required:

  • Good knowledge of warranty operations at both Branch / Distributor & European level are preferred
  • International or Field Honda experience preferred
  • Experience of car, motorcycle & power product business is beneficial
  • Highly motivated self-starter, numerate and committed to achieving efficiencies and best practices
  • High level of computer literacy (MS Office & B/O)
  • IS system development experience is preferred
  • Strong interpersonal skills with the ability to negotiate
  • Strong  presentation skills with the ability to undertake regular report compilation & presentation to Senior Management
  • Ability to work within a team as well as alone
  • Demonstrable ability to motivate individuals relative to Department objectives to achieve business goals
  • Ability to negotiate sound business principles with all levels of management
  • Proactive thinker with an open minded approach to evolving the Department’s functional ability relative to the changing nature of the business environment
  • Project management experience is beneficial
  • A genuine interest in working with people from a variety of organisations and cultures
  • High degree of willingness to travel within Europe


Honda Motor Europe is dedicated to the principle of creating equal opportunities within the workplace for all associates, agency workers, contractors, job applicants and visitors. Central to this is Honda's commitment to being a fair, discrimination free company that accepts the uniqueness and differences of people around the world and adheres to the principle that all people are created equal. This commitment comes directly from the Honda Philosophy and belief that we all work together for a common purpose. Honda recruits, hires, trains and promotes into all levels the most qualified individuals without regard to race, colour, origin, religion, gender, sexual orientation, age, disability or any other protected characteristic.

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