ANIL VERNON DSOUZA

Review the market situation / competition and ensure that suitable sales strategy is framed and implemented to maximize business, expand the operations within the geographical area allotted by Hertz International, by adding branches in potential locations. Increase fleet with the right mix enabling a long-term policy ensuring better residual value to be obtained. Maintain the optimum fleet size with analysis of customer preferences, disposal of vehicles with a plan to have the youngest fleet by new vehicle purchases. Work with web portals with pricing to ensure volume business and exposure of the market in the region. Maintain Hertz standards & procedures with emphasizing this at grass root level of the ladder. Proper CRM strategies are evolved to reach customer immediately after renting the vehicle and getting feedback on the service after returning the vehicles. Ensure a healthy balance between the RAC & leasing customers mix.
To reach out to newer customers & ensure old customers are in regular contact for repeat business. Maintain an effective staff by training, evaluating and motivating the staff, with incentive programs. Control on payments and credit analysis with aging reports and to ensure proper vigilance and control is maintained on debt collection. Regular contact & reporting with Hertz International, preparation of budgets, monthly reports and complete other documentation, as required. Control on vehicle inventory, negotiation with insurance for minimum premium, SLA with garages on vehicle repairs. Monitor the financial health of the company with coordination with the finance department.

Handling Operations for RAC & Lease departments, fleet size of 3500 vehicles and a workforce of 140 at Hertz Qatar. . Involvement from acquisition of new vehicles until the transfer of ownership to the buyers of used vehicles. Setting up new strategic alliances with car rental portals, online booking vendors, monitor competition and evolve strategy to enhance market share, Maintenance of vehicles, SLA with garages for repair, negotiate with vendors, Monitor Maintenance expenses, Manage fast turnaround of vehicles on road. Take part in Annual budget preparation, capex planning, and fleet planning against the de fleeting of old vehicles. Recruitment of staff, control on overtime & fuel expenses. Appraisal of staff, overseeing the training of staff. Franchisee Audit regulation guideline setting and set processes for staff. Engage in closing of lease deals with corporate, customer conflict resolution and resolution of pending payments from companies. Vehicle utilization monitoring with steps for correction with running promotions for rentals and used car selling promotions. New branch expansion Overall work in tandem with the General Manager and in her absence oversee the entire decision making process.

Start up of the Hertz Franchisee in Tanzania.
Involved setting up locations, recruitment, fleet acquisition, business development, Business plan and all such responsibilities of a business head.

Manage & improve operational systems, processes and policies in support of the organization’s mission, management reporting, and organizational planning. Plan strategy to counter competition, Expand the branch network and facilitate brand building relating to the spot and retail sales. A complete authority on spot & retail sales. Monitor competition and accordingly change tariff, start promotions to enable optimum utilisation. New Business development, marketing and generate new business through website affiliations, partnerships and rental broker management. Business development - Increase revenue on walk in customers and reservation bound customers, handled in a fastest and efficient manner. Managing customer service representatives & drivers.

Ensure new vehicles are registered and available on road in the fastest time. Renewal of registration expired vehicles. Accident vehicle flow to garage and faster turnaround time in putting them back on road.

Manage the process of vehicle replacements and selling of used cars. Recruitment of staff relating to rental agents, lease coordinators, and support staff needed for the operations and fleet department.

Operation process for new vehicles from purchase orders, secure custom papers, inspect new vehicles, arrange vehicle insurance, register vehicles, securing toll tag, activate toll tag and ensure that vehicles are on rent on the fastest possible time. Vehicle renewal processes / Sale - collect vehicles for passing, renew vehicles after securing insurance for renewal. Renew the registration without penalties for late renewal. After three years ensure that the vehicles are transferred to buyers on sale and the vehicle is deleted from records. Inform the insurance provider with details of vehicle deletion & ensure the billing on premium coverage is stopped. Total loss vehicles - the process from giving approval for the offer received from insurance company and transfer of salvage to the insurance company and delete from vehicle inventory.

Negotiate with suppliers in procuring tyres, batteries, lubricants and spares relating to go rent a car workshop /service center towards maintaining and servicing of vehicles. Work closely with technical team in providing solutions to maintain and service vehicles. Add new suppliers, keep a track on credit limit. Raise purchase orders to secure materials to carry repairs on vehicles. Negotiate and approve SLA’s with suppliers & customers. Timely intervention with accounts department into settling the payments of suppliers.
Negotiate with external garages relating to insurance / non insurance damages, try to reduce the claims to avoid higher policy premium for next year and maintain low claim ratio. Communicate with the insurance company relating accident documents. Communicate and negotiate with insurance provider for additional services like Oman insurance, personal accident insurance and additional coverage.

Supervise the optimum turnaround time for accident related and technical repair vehicles. Warranty claims issues dealing with vehicle dealers on vehicles covered under warranty and additional support seeking at times of vehicles beyond warranty.
Take a decision on whether the in-house is able to carry on the repairs Instead of doing repairs at external garages. Maintain data relating to claims during the year. Timely intervention to correct claim ratio, and ensure a favorable premium is paid for the next year. Management duties relating to vehicle inventory, Maintain service history of vehicles, supervise the activities of exchange of vehicles. Provide support documents relating damages for invoices submission.
Any NOC letter to be prepared and authorised with signature relating to alteration in vehicle specifications, Changes in vehicle registration cards, NOC for travel to Oman, advertisement wrapping and NOC for vehicle entry passes.

Manage a closer view on the qualifying process of customers by customer service team. Negotiate the damage excess in accordance to the market conditions. Overall view on the service levels arising out after rental of cars with direct access to customers on Customer care email attendance.
Travel to every outstation branches every week and support the branches in deliverance of better customer service, enhance brand image and develop better results in revenues. Coordinate with car rental brokers on the rates, terms and conditions. Recruitment of staff relating to Operations department & Work shop. Arrange training, roster management and counseling for staff. Maintain tab on overtime and processing of the payroll for the service center staff. Keep relevant management reports pertaining to operations and work shop department in car pro fleet management.

Ad release for used cars, generate enquiries and sell the vehicles. The process of transferring the car to buyer’s name.

In a nutshell, is the complete authority in decision making and implementation of processes involving the operations and the Service department.

Reporting to the Operations Manager.
Business development - Increase revenue on walk in customers and reservation bound customers to be handled in a fastest and efficient manner. Managing customer service representatives & drivers of the airport rental counter with decision making on discounts and refunds, as required depending on customer issues.
Arrange training, prepare duty roster for the three shifts of customer service representatives and the drivers at Airport rental counter.
Undertake monthly audit checking for the Jebel Ali, Rasal khaimah, Fujairah and the Dubai airport branch. Take appraisals for the customer service representatives and drivers.

Scrutinizing rental documents for all rental branch locations. Collecting information and support with evidence to the Bank on arising of credit card disputes.
Coordinating with Hertz international locations & providing necessary information arising out of customer disputes along with making correction of mistakes done by customer service representatives. Coordinating with the IT department for all system related issues.

Preparing smooth flow of vehicles to respective locations, directing the car to be repaired to workshop, block cars due for registration. Roster for drivers and supervising the optimum utilisation of drivers. Handling fuel slips reconciliation with monthly statement & tallying the fleet on with physical inventory daily.

Checking credit card discrepancies and charge backs are provided with relevant documents to the Banks. Opening of daily/ weekly / monthly & long term lease rental contracts. Closing of long-term lease contracts, which require accuracy in invoicing.
Making payroll (entry of attendance & overtime) for the 17 CSR's which was online with the head office.