Head of Fleet Operations & subscription
Job details
Overview of the role: The Head of Operations in a finance, leasing, and subscription business is responsible for strategically overseeing and optimizing day-to-day operations to drive efficiency and ensure the achievement of business objectives. This role involves developing operational strategies, streamlining processes, and implementing best practices to enhance overall efficiency and reduce costs. The Head of Operations also plays a crucial role in ensuring compliance with industry regulations and internal policies, managing operational risks, and integrating technology solutions for improved performance. Collaboration with cross-functional teams, leadership development, and a focus on customer satisfaction are key aspects of this role. Additionally, the Head of Operations contributes to financial management by effectively managing budgets and identifying cost-saving opportunities. Overall, this position is instrumental in fostering a positive and innovative work environment while supporting the organization's success in the finance, leasing, and subscription sectors. This role will manage; Fleet operations (fleeting, de-fleeting, registering cars), Call centre operations, Finance and insurance loan originations to banks. What you will do:
- Develop and implement operational strategies aligned with the business goals, ensuring that day-to-day activities support the overall mission and vision of the finance, leasing, and subscription business.
- Process Optimization: Streamline and optimize operational processes to enhance efficiency, reduce costs, and improve the overall customer experience. Identify and implement best practices to drive continuous improvement.
- Customer Service: Must ensure that one continuously exceeds customer expectations from all customer touch points within the business. All customer queries are handled in a professional and timely manner, to develop as the market leader in the industry within KSA.
- Mange and develop online business channel: continuance monitoring and improving online business share through own websites maximizing the opportunity
- Strategic aspect: actively participate in suggesting future strategy of digitalizing and making rental business contactless
- Compliance Management: Ensure compliance with industry regulations, legal requirements, and internal policies. Stay abreast of changes in regulations and proactively implement necessary adjustments to maintain compliance.
- Risk Management: Implement risk management strategies to identify, assess, and mitigate operational risks. Develop and maintain contingency plans to address potential disruptions and minimize business impact.
- Cross-Functional Collaboration: Collaborate with other departments, such as finance, marketing, and customer service, to ensure seamless coordination and communication across the organization. Foster a culture of collaboration and teamwork.
- Technology Integration: Oversee the integration and utilization of technology solutions to enhance operational efficiency. This may include implementing or optimizing systems for finance management, leasing administration, and subscription services.
- Quality Assurance: Implement quality assurance processes to ensure that the delivery of financial, leasing, and subscription services meets or exceeds established standards. Monitor key performance indicators (KPIs) to measure and improve operational performance.
- Team Leadership: Provide effective leadership to the operations team, including recruitment, training, and performance management. Foster a positive and productive work environment that encourages innovation and excellence.
- Customer Satisfaction: Prioritize customer satisfaction by ensuring that operational processes contribute to a positive customer experience. Address customer concerns and feedback, and implement improvements based on customer insights.
- Financial Management: Collaborate with the finance department to manage operational budgets effectively. Monitor expenses, identify cost-saving opportunities, and contribute to financial planning and forecasting.
- Excellent communication skills
- Planning and organizing
- Interpersonal skills
- Analytical skills
- Team player
- Highly focused on achieving results
- Problem solving
- Commercial awareness
- Seven years minimum experience leading operations in service industry, preferably car rental and leasing industry
- Experience in sales and operational aspect of rental business, preferably big car rental or service related industry knowledge
- Understanding of industry best practices, standards and their impact on customer service levels
- Good understanding of retail sales operation and promotional activities to drive revenue and profitability
- Work requires professional written, verbal communication and inter personal skills
- Ability to communicate and interact with internal and external customers and senior managementteam
- Develop and Maintain strong relationship with peer group and colleagues
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