The Senior Operations Manager is responsible to oversee the day-to-day operations of the leasing business, ensuring efficient and effective processes across all departments. This job is responsible for overseeing a team of operations professionals and work closely with various departments to optimise processes, enhance customer experiences, and contribute to the group’s overall success.

KEY DUTIES AND RESPONSIBILITIES

• Oversee and manage daily operations, including fleet management, customer service, and maintenance services.

• Develop and implement operational strategies, policies, and procedures to enhance efficiency and profitability.

• Monitor and analyse key performance indicators (KPIs) to identify areas for improvement and ensure operational targets are met.

• Lead, mentor, and develop a high-performing operations team, fostering a culture of excellence and continuous improvement.

• Conduct regular performance reviews, provide feedback, and create professional development plans for team members.

• Coordinate with other department heads to ensure alignment and collaboration across the business function.

• Ensure a seamless and exceptional customer experience from contract initiation to vehicle return.

• Address and resolve escalated customer issues and complaints in a timely and professional manner.

• Implement customer feedback mechanisms to continuously improve service quality.

• Oversee the acquisition, maintenance, and disposal of the vehicle fleet to ensure optimal utilisation and cost efficiency.

• Develop and maintain relationships with manufacturers, dealerships, and service providers.

• Monitor fleet performance and implement strategies to reduce maintenance costs.

• Ensure compliance with all relevant regulations, industry standards, and company policies.

• Develop and implement risk management strategies to mitigate operational risks.

• Maintain accurate records and documentation for audits and regulatory reviews.

• Analyse operational data and prepare reports for senior management.

• Collaborate with sales and finance teams to streamline processes and ensure a seamless customer experience during the leasing process.

• Ensure compliance with all relevant regulations, laws, and industry standards.

• Stay up to date with changes in regulations and update internal policies and procedures accordingly.

• Continuously review and improve operational processes to increase efficiency, reduce costs, and enhance customer satisfaction.

• Prepare and present regular reports to senior management on operational performance, key performance indicators, and areas for improvement.

• Analyse data to identify trends, areas of improvement, and potential growth opportunities.

• Collaborate with key stakeholders, including clients and internal departments, to develop SLAs.

• Monitor and enforce SLAs to ensure service quality and customer satisfaction.

• Regularly review and revise SLAs to align with business goals and changing customer needs.

• Uphold company values throughout business practices and utilise sound judgment in decision making.

• Any other additional duties as may be required by management based on needs of the business.

POSITION REQUIREMENTS

WORK EXPERIENCE

• A minimum of 7 to 10 years’ experience in the automotive industry.

• Proven experience in leading and managing teams.

EDUCATIONAL QUALIFICATION

• Minimum Bachelor’s Degree in related field

• Preferably Master’s degree in Business Administration or similar degree in related field