Operation Manager

Job Description

Main Job Purpose:The Operations Manager will be responsible for the operational & strategic management of specific areas of service/product development i.e. Contracts, Limousine, Chauffeur, Rental, and Event Management service delivery. This is a critical role as it directly correlates to continually improving the customer experience through greater availability of vehicles while minimizing costs. In addition, the main purpose will be increasing efficiency utilization and cost optimization.ÿAccountabilities:Operations:

• Lead the company business line of auto leasing, rental, and Limo to achieve the company target interims of financial KPIs.
• Maximize fleet utilization efficiency and optimization.
• Mantin all time updated fleet requirements in terms of (MVPI, Registration cards, operating cards, insurance & documentation and hygiene.
• Coordinate and follow up with maintenance center to ensure efficiency and time repair.
• Responsible for overall profitability of both the rental and limo product lines, specifically achieving both revenue and margin plans.
• Directly responsible for maintaining compliance with company, and policies & procedures.
• Ability to forecast monthly, quarterly, and annual results accurately and timely.
• Responsible for analyzing and interpreting performance through multiple financial reports and metrics.
• Ensuring appropriate staffing levels at all full-service locations.
• Continue to find new locations to complete our branch growth plan.
• Responsible for the development of high customer satisfaction and ancillary sales development.
• Leading Supervisors and Rental Agents at the counter, overseeing daily routines at the counter, control and execution of service standards, and ensuring sales and service goals are met.
• Achieved company target, monitor, and develop staff to achieve and exceed branch sales and service targets.
• Monitor and administer all staff sales and service incentives within the branch.
• Develop all staff to deliver the highest levels of customer service and ensure total customer satisfaction.
• Prevention of complaints and complaints handling. Handling of complaints customer satisfaction tool, analysis of complaints, and deriving actions.
• Be aware of competitor activity within the geographical area of responsibility.
• Support to recruit & induct staff according to company procedures & ensure equal opportunities.
• Identify training and development needs and ensure these are actioned.
• Training and coaching of employees. Succession planning by developing staff to greater levels of responsibility.
• Ability to manage staff effectively along with experience with Employee Relations issues. Employee performance management and HR procedures.
• Organization and execution of team meetings.
• Ensuring employees always wear company uniform & counter areas is kept tidy and clean.
• To ensure the safety of staff, customers, premises, vehicles, cash, and equipment by always encouraging and monitoring best practices.
• To ensure all branch administration is completely accurate according to Aljazirah Rent a Car operating procedure, and deadlines are met.
• Organize staff working shifts to maximize service levels & keep costs in line with budgets.
• Any other reasonable duty as requested by Management.
• Promote & sell Aljazirah Rent Car products and services to achieve and exceed branch targets.
• Plan, assign, and direct work, appraise and document performance; reward and coach employees; address complaints and partner with personnel to resolve problems.
• Create and conduct area training sessions to improve sales, service, retention, morale, and areas of opportunity.
• Support to recruit, interview, hire, and on board, train, and place branch level employees.
• Upholds the ethics and integrity of our business practices.
• Driving rental utilization through successful market penetration using sound marketing activities.
• Successfully implementing business units marketing plans including consumer, local, regional & national programs.
• Reacting to market changes with urgency in order to maintain & grow the market.
• Ability to forecast market potential and demand and optimize and react appropriately with your fleet and salesforce.
• Maintaining competitive awareness and market pricing.
• Monitoring and enforcing price incentives driven by market conditions.
• Directly responsible for overseeing the execution of the entire plan to close process at Central province.
• Conducting weekly team & operation meetings.
• Ensuring collaboration with local lease salesforce.
• May perform duties of a Rental Supervisor when needed.
• Oversee management of contracts, rental, limousine and chauffeur services. Ensuring service levels are adhered to by all team members in a timely and professional manner.
• Provide logistical solutions to all project-based services such as short-term transportation services for events and corporate entities.
• Customer Service: Work with the team to ensure that one continuously exceeds customer expectations at all times. Liaise directly with the call center & rental team and BDMs to establish business opportunities with new & existing customers.
• Oversee limo & rental fleet availability, utilization, and revenue generation. Must ensure that an aggressive sales strategy is adopted to achieve sales and revenue. Drive to meet performance metrics - increase conversion rates, average handle times, low abandonment rate, excellent customer service.
• Staff training and development: Train, mentor and develop skills with team members. Set KPIS for the team in line with the business objectives, review them periodically and performance, manage them to deliver outstanding results.
• Continuous improvement of processes and workflow analysis, Accurate financial reporting and tracking of operational performance; developing action plans for improvement.
• Support all marketing initiatives that are targeted to improve sales opportunities.

• Manage the performance of the assigned team through monitoring the KPIs achievement, following up any obstacles, providing performance feedback and conversations, coaching?etc. to ensure the achievement of the set objectives.
• Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.

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