“At first, many customers were surprised to see a woman leading the after-sales service. But it soon became the new normal. Now I engage with them in insightful conversations about their cars and how the mechanics work”.

Vehicles and motorcycles were always close to my heart. In 2014, I came to Krasta Auto specifically to work for the BMW brand. I started as a Service Administrator and am really grateful the managers noticed me and offered me a new leadership position in 2016. I accepted and became a Customer Service Manager.

 The biggest challenges were being appointed as an internal hire to manage an existing team and trusting that I could lead a male team consisting of people who had worked at the company for much longer than I had. In 2021, I agreed to be a temporary Dealership Manager until they found a permanent candidate. It was a great experience. Thanks to this opportunity, I was noticed again and offered the  After Sales Manager position in Inchcape Motors for Ford and Mazda brands.

 One of the major challenges in this new position was building a team and improving processes. I always say that a team is like a motorcycle chain. Each person is a link and performs a vital function. Just as we need to oil and maintain each link, we need to acknowledge every individual, meet their needs and recognise their potential. Above all, we must provide them with help and support. It took time, but eventually, we achieved our targets.

 I believe I succeeded in this industry because I am not afraid to take risks and step out of my comfort zone. Though some may think it, this job is not only suited to men. I am brave and not afraid to take action. I am strong-willed, have a positive attitude and like challenges. Overcoming them motivates me to move forward.

The theme for International Women’s Day 2024 is Inspire Inclusion. What does this mean to you? How can we, as individuals and organisations, foster a more inclusive environment for women?

Inspiring inclusion means fostering employees who are more interested in the company’s success, have a stronger connection to its values, and do their job well, even when nobody’s watching. We want employees to believe that Inchcape is for everyone.

 It also means developing a sense of commitment to your team as well as your personal responsibilities. I want to trust in my team, be open and create a good working environment. In my experience, service work is very specific; not everyone is suited to the role of service manager. However, an interest in mechanics, automotive technology and customer communication is far more important than gender.

 At first, many customers were surprised to see a woman leading the after-sales service. But it soon became the new normal. Now, I engage with them in insightful conversations about their cars and how the mechanics work.

 One way to inspire inclusion could be to discuss career progression with new female employees. We need to ensure they know there are opportunities to progress and that service administrators can work their way up to become service or after-sales managers.

Do you have any tips and strategies for balancing work and personal priorities while maintaining well-being?

My best tip for work-life balance is to learn how to close the door at both work and home. Never take work problems home with you and vice versa. Another thing I always say is that if you have a problem and know the solution, there is no need to worry about it. At the same time, if you don’t know the solution but cannot change anything, there is no need to worry about it, either. Just accept it. We can’t worry about things beyond our control. Finally, I believe positivity and long-term vision are crucial to balancing work and personal priorities.

 What qualities do you admire in successful women leaders?

I admire women who know how to represent themselves and are communicative, brave, confident and not afraid to step out of their comfort zone and take risks.

Thank you to Tatjana for her fantastic International Women’s Day interview. If you have yet to check out the other posts in our #Inspireinclusion series, please do, as they feature some wonderfully inspiring and insightful female voices.

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