Executive, Service Operations & NPS

Sime Darby Insurance Brokers (S) Pte Ltd; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

Vantage Automotive Limited is seeking an Executive, Service Operations & NPS in Singapore to support dealer service performance and customer experience initiatives. You will monitor workshop productivity, analyse data and feedback, and drive improvements across service processes and aftersales campaigns.

The role requires a diploma or degree in a related field, strong analytical skills and proficiency with Excel/PowerPoint.

Qualifications

• Bachelor-level or diploma required in Business, Automotive Eng or related.
• Experience in automotive aftersales or dealer operations is advantageous.
• Strong ability to analyze operational data, customer feedback and trends.

Responsibilities

• Monitor dealer workshop performance including productivity, efficiency, utilisation and service quality.
• Collect and analyse operational data, identify performance gaps and track actions with dealer partners.
• Support dealer business reviews, audits and service process improvements.
• Analyze NPS results, customer feedback, complaints and service recovery trends.
• Coordinate root-cause reviews and follow up on improvement plans.
• Support customer retention initiatives, including maintenance plans, service packages and aftersales campaigns.
• Coordinate aftersales programme with fleets, leasing, ride-hailing operators, government agencies, and insurance partners.
• Prepare dashboards, reports, and performance updates on service operations, NPS, retention and aftersales programme.
• Conduct market and competitor research to support aftersales planning and improvements.

Skills

Analytical skills

Communication

Stakeholder management

Attention to detail

EV knowledge

Customer focus

Education

Diploma or Degree in Business, Automotive Engineering, or related

Tools

Excel

PowerPoint

Job description

Company

Vantage Automotive Limited

Build the Future of Automotive with Us.

Vantage Automotive Ltd (VAL) is the distributor partner of EV brands, BYD and Denza, as well as official distributor for Ford in Singapore. Over the years, VAL has built a strong track record in developing franchises for mass‑market and premium passenger and commercial vehicles.

As part of Sime Group, ranked No. 25 in the Fortune Southeast Asia 500, we’re connected to a powerful network across nine markets in the Asia-Pacific region. With over 13,900 employees, Sime Motors is a leader in automotive assembly, importation, distribution, retail, and after-sales services.

What You’ll Be Doing

As an Executive, Service Operations & NPS, you are responsible to support dealer service performance and customer experience initiatives.

• Monitor dealer workshop performance, including productivity, efficiency, utilisation, capacity, and service quality.
• Compile and analyse operational data, identify performance gaps, and track agreed improvement actions with dealer partners.
• Support dealer business reviews, operational assessments, audits, and service process improvements.
• Analyse NPS results, customer feedback, complaints, and service recovery trends.
• Coordinate root-cause reviews and follow up on customer experience improvement plans.
• Support customer retention and loyalty initiatives, including maintenance plans, service packages, extended warranties, and aftersales campaigns.
• Coordinate aftersales programme with corporate fleets, leasing and rental companies, ride-hailing operators, government agencies, and insurance partners.
• Support the administration of service agreements, fleet maintenance programme, and service contracts.
• Assist with the certified EV Body & Paint repair programme and monitor repair quality, cycle time, customer satisfaction, and compliance requirements.
• Coordinate field actions, service campaigns, and other cross-functional dealer initiatives.
• Prepare dashboards, reports, presentations, and performance updates covering service operations, NPS, customer retention, and aftersales programme.
• Conduct market and competitor research to support aftersales planning and continuous improvement.
• Maintain accurate records and undertake other related projects assigned by the Manager.

Who We’re Looking For

• Diploma or Degree in Business, Automotive Engineering, or a related discipline.
• Relevant experience in automotive aftersales, service operations, customer experience, dealer operations would be advantageous.
• Strong analytical skills with the ability to interpret operational data, customer feedback, and performance trends.
• Proficient in Microsoft Excel and PowerPoint, with experience preparing dashboards, reports, and presentations.
• Good communication, coordination, and stakeholder-management skills.
• Customer-focused, organised, and attentive to detail.
• Able to follow up on multiple action items and work effectively across different departments and external partners.
• Good working knowledge of EV technology and high-voltage vehicle fundamentals

Why Join Us at Sime Motors?

• Be part of a trusted brand with a regional footprint
• Work with cutting-edge automotive technology
• Grow your career in a supportive, performance-driven culture
• Enjoy structured training, career progression, and employee benefits