Director of Operations

The Job SummaryThe 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 & Accountabilities1) 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.