Gowtham Mariappa

operations manager at thrifty car rental

• United Arab Emirates - Abu Dhabi
• My current job since August 2010

 Customer Service: Work with the team to ensure that one continuously exceeds customer expectations at all times. Liaise directly with BDM to establish business opportunities with new or existing customers.
 Staff training and development: Train, mentor and develop skills with team members. Set KPI'S for the team in line with the business objectives, review them periodically and manage them to deliver outstanding results.
 Ensure business practices that are in line with Company standards; Handle complaints escalated from both internal and external customers and provide solutions.
 Interact with corporate sales team in establishing support and customer care to individual accounts.
 Support all marketing initiatives that are targeted to improve sales opportunities.
 Develops and maintains annual budget with the GM and the Finance Manager.
 Responsible for a safe, legal, cost effective fleet of vehicles with minimal downtime while meeting the needs of the clients.
 Liaise with General Manager to develop and control the Fleet Department annual expense and capital budgets.
 Liaise with and monitor subordinates and vendors to ensure that the fleet is maintained in accordance with the established Standards of Condition and that all established policies and practices are properly followed.
 Coordinate and manage vendors to ensure proper vehicle maintenance is maintained at all locations.
 Manages the daily assigning of work and ensuring the completion of tasks. Reviews
Completed work for completeness and accuracy.
 Makes procedural and operational recommendations to the GM.
 Assists in the establishment and implementing employee training, shop safety program &
Provides inputs for purchasing of new vehicles.
 Coordinates outside repairs with vendors and monitors progress.
 Personnel: Recruit, hire, train, motivate, and as needed providing discipline for the workforce.
 Customers: Able to interface and communicate with the customers on a frequent basis.
 Fleet: Directing and maintaining the activities of maintenance division and personnel. Coordinating with all outside vendors to ensure fleet longevity and reliability.
 Planning: Anticipate and plan operations to successfully meet the operational day to day demands as well as the future growth.
 Sales & Marketing: Working partnership with sales staff, meeting customer plans and needs.
 Communications: Keep senior management apprised of major issues and opportunities
 Monitors and executes strategies that support cost/service and continuous improvements.
 Monitors, analyzes, and provides feedback on fleet key performance indicators to meet or exceed service performance.
 Assists BDM & SM with development of annual fleet budget.
 Monitors daily dispatch operations including driver/Car assignments and driver productivity.
 Reports to the company any drivers discipline problems or issues that may arise.
 Participates in driver safety meetings.
 Responsible for the development of the annual budget for the Fleet Maintenance Operations.
 Ensure that sales opportunities and targets are met by maintaining the highest level of customer service.
 Supervises mentors and assists fleet team members with all fleet activities.
 Develop and apply administrative policies and procedures in connection with the direction of the repair and preventive maintenance operations.
 Keep abreast of advancement in equipment, tools, maintenance techniques, and management.
 Ensure safe working conditions.
 Performs other tasks as required by the GM.
 Responsible for managing relationships with key suppliers.
 Overall responsibility for in-fleeting and de-fleeting operation, ensuring this is run as efficiently as possible.