Director of Operations

The Job Summary

The 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 & Accountabilities

1) 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.