Operations Manager
Advanced Rent A Car
Total years of experience :21 years, 0 Months
Accountable for the overall operations of the company
Created a customer centricity mindset within the company
Reviewing, scrutinizing and developing operational process flows.
Directly responsible for the reduction of operational costs.
Partnered with various online businesses to increase the business portfolio
Monitoring the fleet availability and driving the sales of non-moving vehicles.
Set up a process to determine what vehicle to sell based on the age of the vehicle and the revenue generated.
Improving the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
Handling the responsibility of recruitment for the branch requirements.
Set up an auditing system to ensure that all documents and procedures were being followed.
Created an incentive structure to promote performance based system.
Created a loyalty based program to reward customers and retain business.
Responsible for the initiation of the asset tagging and inventory along with the IT department.
Regular visits and meetings with branches and clients.
Mentoring and coaching of new and existing staff
Delegation of tasks and allocation of job responsibilities within the team
Addressing customer and employee satisfaction concerns promptly
Conducting Key Performance Indicator meetings within the team to analyze performance and address areas of concern.
Created an online reservation system to support the business requirements.
Daily, weekly and monthly reports to senior management.
Providing branch performance reports and projections for requirements to senior management
Negotiating and managing the service providers
Liable for the vehicle utilization and profitability of all the branches.
Successfully launched two new branches
Conducted training programs for the rental agents on policies and procedures and customer service
Ensuring that all areas of work performance or departments are properly staffed and directed
Ensuring the safekeeping of company assets, including vehicles, equipment, inventory and cash
Achievement
Reduction of 16% on operating cost, increased the revenue by 27.36% in the first month and an average of 8% growth thereafter.
Accountable for the branch operations
Reviewing, scrutinizing and developing operational process flows.
Delegation of tasks and allocation of job responsibilities within the team
Addressing customer and employee satisfaction concerns promptly
Negotiating and managing the various service providers
Liable for the branch utilization
Ensuring that all areas of work performance or departments are properly staffed and directed
Achievement
Reduction of 10% on operating costs towards vehicle maintenance by setting up a new process
Cleared the former branch outstanding by 95% and assisting in maintaining a current 0 % on total outstanding’s
• Responsible for the operations of the lease department
1st point of contact for escalations within the team and for the customer
Mentoring and coaching of new and existing staff
Initiated changes and brought about innovative ideas that were implemented by the department
Developed a cost saving program resulting in massive savings for the organization.
Delegation of tasks and allocation of job responsibilities within the team
Coordinating on all HR related incidents for the team
Addressing individual/team concerns and providing appropriate resolutions
Conducted Key Performance Indicator meetings with the team to analyze performance and address areas of concern.
Ensuring that the Service Level Agreement that had been set is maintained at all occasions.
Compiled the Standard Operating Procedures manual for the department.
Ensuring daily, weekly and monthly reports are sent out in a timely manner.
Assisted in creating a call center environment for the department to ensure high quality customer service to all customers.
Managing day to day operations
Directly responsible for the development of the business to higher levels in terms of monetary rewards and employee benefits.
Played a vital role on an ongoing merger and acquisition with a Multi-National Company.
Built employee loyalty through open communication between management and employees, initiated employee recognition programs and involved all staff on all decisions thereby creating engaged employees.
Managing & maintaining the highest standards of operational performance, handling customer escalations, setting team objectives, leading the team during peak seasons, motivating employees and analyzing data and feedback from clients to assist improving processes.
Tracking employees performance, providing productivity and reports to management
Responsible for marketing various Summits including Competitive Intelligence, Market Research, Medical Devices & Life Sciences, Product Development, Wireless Technology, Sales & Marketing and Emerging Technologies for Growth
Business Management
Economics
