Operations Manager-Contract Management

Job Description

Operations Manager-Contract Management | Hertz | DubaiJOB PURPOSE:Responsible to oversee end-to-end contract management process of GFV, Flexi Drive, Operating Lease, P Loans for B2C business. The process includes any tasks after the contract is been activated. The role ensures that all set processes are followed as per Central bank regulations including consumer protection and guidelines of Al Futtaim Finance.The role will include the following responsibilities:?Manage the performance of the team by setting employees objectives, reviewing, and rewarding performance against objectives and responsible for leave management.?Identify team?s knowledge & skill gaps and work with the team to develop their capabilities.?Provide coaching, feedback, and assistance to their team?Contribute to the development and implementation of the Emiratization targets?Manage the team?s activities to ensure overall performance.?Identify proactively opportunities to improve the team?s performance and create action plans that drive results.?Actively contribute to the improvement and development of the objectives of the Contract management team?Contribute to the SLA by meeting the targets agreed.?Contribute to the implementation and administration of the processes and procedures.?Drive cost efficiency initiatives.?Maintain relations with the stakeholders and update them on frequent basis.?Handle escalated issues and complaints?Participate in monthly meetings with stakeholders.DescriptionContract Management ? B2C-Monitor daily operations to ensure a smooth process execution of daily tasks-Ensure daily monitoring of unit wise volumes-To ensure minimizing internal discrepancies and transacting delays-Ensure the departments Objectives and KPIs are monitored, tracked and necessary actions taken if in case of variance including escalation to senior management.Coaching & Performance Development-Continuous team coaching sessions as when required-Documented one to one weekly personal development meetings with direct reports.-Conduct frequent feedback sessions with all employees-Create a strong workforce by developing competent individuals in the teamQuality Controls-Ensure active controls are set to minimize discrepancies and Ops Loss.-Continues reporting of KPI?s to Head of Operations-Ensure audit points are attended to and closed within agreed timelines-Reduction of internal/external errors.Internal/External stake holder Management-Ensure full support is provided to various units as when required (IT, Finance, HR, Sales, Risk)-Manage external vendors to ensure that all process requirements are met.-Create and Maintain agreed TAT & SLA documentsProcess Adherence & Improvement.-Identify opportunities for process improvements that can lead to financial/non-financial efficiencies.-Ongoing Review of processes / policies to suggest areas of improvements.-Continuous process optimization to meet Central Bankstandards and best market practices.-Create and maintain an internal quality frameworkReporting-Ensure transparency of data reportingEmployee Engagement-Work to Maintain/ improve DMM Score from previous year?s-Conduct monthly meetings on the department level to keep people updated on any AFF activities/ news/ strategy-Create and maintain an open-door policy for all managers.Organizational ? Regulation & Governance-Ensure Compliance to central bank regulations.-Implement effective governance is in place for internal quality monitoring.

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