Job Description
The Job Summary The Director – Operations is responsible for directing all aspects of BTC operations, including lease, maintenance, project management, customer experience, logistics and warehousing, ensuring efficiency, productivity, profitability and process optimization; delivering exceptional services to BTC customers; developing and implementing BTC operational strategy and governance in line with business objectives; and optimizing company resources to ensure operational excellence. Key Responsibilities & Accountabilities 1) Operational Strategy & Governance • Play a pivotal role in implementing BTC corporate strategy with an emphasis on operations and communicate company strategy to the operational team. • Ensure the operational strategy is built on credible data, analysis and insight in line with car rental industry trends, challenges and practices. • Translate operational strategy into actionable plans, ensuring all departments within operations are aligned. • Work closely with the COO to develop operational strategy and framework including policies, procedures, processes, systems, standards and internal controls. • Lead implementation and ensure compliance with operational governance. 2) Lease Operation • Direct day-to-day leased vehicle fleet operations, prioritizing operational excellence, profitability, customer satisfaction and cost efficiency. • Implement lease operation strategies aimed at maximizing fleet utilization while minimizing idle inventory. • Monitor inventory levels to ensure sufficient lease vehicles to meet customer demand. • Review vehicle inventory reports to ensure all vehicles are accounted for, accurately recorded and physically tracked. • Direct lease operation invoicing and payment processes. • Lead preparation, negotiation and renewal of top-tier leasing contracts with the Lease Operation Manager. • Review lease agreements to ensure regulatory compliance, BTC policy adherence and industry best practices. • Identify and implement risk mitigation strategies to minimize financial and operational risks. • Mentor, coach, develop and evaluate lease operational leaders. • Monitor and report individual performance. • Direct lease department annual budgeting with Finance and monitor spending. • Prepare and submit lease operation reports and analysis to the COO. 3) Maintenance Operation • Direct day-to-day leased vehicle maintenance operations, prioritizing operational excellence, customer satisfaction, preventive maintenance, quality, safety and cost efficiency. • Lead implementation and compliance of maintenance governance. • Develop and implement strategies to reduce maintenance costs. • Ensure availability of necessary parts and equipment for repair and maintenance. • Conduct field visits to workshops and agencies to monitor maintenance quality. • Participate in development of the maintenance annual budget with Finance. • Monitor approved budget spending with a focus on cost optimization. • Work with Procurement to develop, negotiate and finalize maintenance supplier contracts. • Mentor, coach, develop and evaluate maintenance business leaders. • Submit maintenance reports and analysis to the COO. 4) Project Management Operation • Provide direction and support to lease project management teams, ensuring effective project management practices. • Direct development of project plans, scope, timelines and budgets. • Monitor resource planning, cost optimization, quality and project execution. • Monitor project progress, performance and profitability. • Conduct regular reviews and inspections to ensure quality standards. • Identify project risks and issues and develop mitigation strategies. • Monitor project risks and contingency plans. • Review project progress reports, operational metrics and financial transactions. • Address project bottlenecks, obstacles and customer needs and provide direction to project teams. • Prepare project performance reports and analysis for the COO. 5) Customer Experience & Customer-Centric Mindset • Foster a customer-care and service mindset within operations, focusing on operational excellence. • Continuously improve customer engagement programs and customer experience standards. • Implement BTC customer experience strategy and define customer service standards. • Analyze customer feedback and satisfaction levels related to operational services. • Ensure operational services meet or exceed customer expectations and align with company objectives. • Build and maintain high-level relationships with top-tier BTC customers. • Promote BTC capabilities, capacity, values and expertise in delivering operational services. 6) Logistics & Warehousing Operation • Direct day-to-day logistics and warehousing operations, prioritizing inventory control, space management, safety and security. • Ensure the inventory system is fully functional with accurate vehicle records. • Collaborate with logistics and procurement teams to streamline operations, ensure timely order fulfillment and efficient resource management. • Ensure logistics and warehousing teams maintain organized operations and high safety standards. • Conduct warehouse audits to ensure functionality, safety, company policy and regulatory compliance. • Prepare logistics and warehousing reports and analysis for the COO. 7) Budgeting, Cost Optimization & Resource Allocation • Work closely with the CFO and COO to develop the annual operations budget and ensure spending remains within approved budgets, with a focus on cost optimization. • Approve budget enhancements based on solid rationale, facts and figures. • Direct allocation of manpower, equipment, materials, tools and systems with a focus on cost effectiveness. 8) KPIs & Performance Management • Develop a performance and accountability culture through KPIs for operational leaders and monitor performance monthly. • Direct operational leaders to achieve targeted KPIs and corporate objectives. • Evaluate performance against KPIs, provide feedback and identify development needs. Qualifications & Experience • Bachelor’s degree in Engineering or Business Administration. MBA is a plus. • Professional certifications such as ASMC and ASE are preferred. • Minimum 12 years’ experience in operations within the car leasing or automotive environment. • Demonstrated leadership and management experience, including managing teams and complex operations. Essential Job Requisites • Competent knowledge of English and Arabic, spoken and written. • Expertise in ERP and MS Office. • Strong track record in car rental/leasing, with emphasis on lease, maintenance and fleet management operations. • Strong process optimization and continuous improvement skills. • Strong understanding of lease agreements, contract negotiation and lease administration. • Strong leadership and management skills with emphasis on emotional intelligence. • Strong interpersonal, analytical, team-building, presentation and communication skills. • High-level problem-solving and decision-making skills. • Strong business and commercial acumen. • Results- and detail-oriented with strong influencing skills. • Customer-centric mindset with a passion for quality service. • High ethical standards and commitment to integrity. • Excellent organizational and multitasking skills with ability to prioritize competing demands. • Commitment to exceptional customer service and high standards of professionalism and integrity.
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