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DIANA OMAR

@dianaomar

Aftersales policy specialist at Maserati, governing dealer operations policies and supporting implementation across markets.

Italy

Message

At Maserati, I develop and govern aftersales policies and procedures for warranty, service agreements, and dealer operations. I coordinate implementation across internal functions and dealer networks, and provide policy guidance and training to dealers and service centres.

Earlier, I managed a service-delivery role supporting automotive operations at Accenture (Stellantis) and led an approximately 40-person warranty operation across Modena and Bucharest at Adecco (CNH Industrial /IVECO). My experience also includes dealer warranty audits and training networks across Europe, APAC, and MEA.

Experience

Work history, roles, and key accomplishments

Current

Policy & Procedures Specialist

Current

Maserati

Jan 2024 - Present (2 years 9 months)

Develop and govern aftersales policies and procedures supporting warranty, service agreements, and dealer operations. Coordinate policy implementation across internal functions and dealer networks, ensuring alignment with corporate and brand requirements.

Aftersales Warranty Policy Governance Dealer Network Support Process Improvement Compliance Training Stakeholder Management

Service Delivery Lead

Accenture

Jan 2022 - Dec 2023 (1 year 11 months)

Managed delivery of programs, projects, and managed services supporting automotive operations. Coordinated cross-functional teams against objectives, timelines, KPIs, and SLAs.

Service Delivery Program Management Project Management KPI Management SLA Management Stakeholder Communication Resource Allocation

KPI Financial Controller

Maserati

Sep 2023 - Dec 2023 (3 months)

Analysed campaign fulfilment, car parc, and warranty market performance. Developed monitoring tools supporting campaign expenditure, variance analysis, and warranty financial visibility.

KPI Analysis Financial Analysis Warranty Campaign Management Variance Analysis Monitoring Tools

Warranty Auditor

Adecco

Jan 2020 - Dec 2021 (1 year 11 months)

Audited dealer warranty operations, controls, documentation, and claim-management practices. Identified process gaps, reported findings, and recommended corrective actions to support compliance improvement.

Warranty Audits Compliance Claims Management Process Improvement Documentation Corrective Actions

Warranty Trainer Specialist

Adecco

Jan 2017 - Dec 2020 (3 years 11 months)

Designed and delivered warranty training for dealer networks across Europe, APAC, and MEA. Developed learning materials, coached dealership personnel, and monitored training effectiveness.

Training Warranty Dealer Network Management Learning Materials Coaching Training Effectiveness

Market Leader - Warranty Assessment

Adecco

Jan 2010 - Dec 2016 (6 years 11 months)

Led a multi-site operation of approximately 40 team members across Modena and Bucharest. Managed warranty assessment, quality assurance, dealer support, workload allocation, and operational KPIs.

Team Leadership Warranty Assessment Quality Assurance Dealer Support Work Allocation KPI Management Coaching Performance Monitoring