Operations Manager

Sixt UAE; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading car rental company in Dubai is seeking an experienced Operations Manager to oversee branch operations, fleet management, and customer service excellence. The ideal candidate will have 8–10 years of experience in operations management with a focus on multi-site operations. Responsibilities include developing operational policies, managing budgets, and ensuring high-quality customer service across all branches. This role offers the opportunity to drive continuous improvement and uphold company values throughout all business practices.

Qualifications

• Minimum of 8–10 years’ experience in operations management, preferably within car rental, automotive, or logistics sectors.
• Demonstrated experience managing multi-site operations and cross-functional teams.
• Experience with fleet management and customer service operations is preferable.

Responsibilities

• Oversee day-to-day operations across all rental branches to ensure excellence in consistency.
• Develop and manage operational policies, procedures, and standards aligned with best practices.
• Lead customer service operations to deliver a high-quality customer experience.
• Identify cost-saving opportunities and efficiency improvements without compromising service quality.
• Design, implement, and continuously improve operational processes and workflows.

Skills

Operations management

Customer service

Fleet management

Financial analysis

Process improvement

Education

Bachelor’s degree in Business Administration

Job description

Job Overview

The Operations Manager is responsible for the end-to-end operational performance of SIXT Rent A Car, ensuring efficient branch operations, optimal fleet utilization and management, and high-quality customer service. The role focuses on operational excellence, cost control, service delivery, compliance, and continuous improvement across all locations and operational functions.

Key Responsibilities

Branch Operations Oversight

• Oversee day-to-day operations across all rental branches to ensure excellence in consistency, efficiency, and compliance with company standards.
• Ensure branches meet revenue targets, utilization goals, and service-level KPIs.
• Standardize operating procedures across locations and ensure adherence to policies.
• Monitor branch staffing levels, scheduling, productivity, and performance.
• Conduct regular site visits, audits, and performance reviews of branch operations.
• Support branch managers in problem resolution, peak-demand planning, and local market execution.
• Develop and manage operational policies, procedures, and standards aligned with regulatory and industry best practices.
• Supervise operational teams and ensure high staff morale, ongoing training, and strong performance across all functions.

Fleet Operations Management

• Oversee the entire vehicle fleet lifecycle, including acquisition, allocation, utilization, maintenance, rotation, and disposal.
• Ensure optimal fleet availability to meet demand while minimizing downtime and operating costs.
• Monitor fleet utilization rates, turnaround times, damage levels, and maintenance expenses.
• Collaborate with procurement and finance on fleet purchasing, leasing, and replacement strategies.
• Ensure compliance with safety standards, regulatory requirements, insurance, and licensing.
• Implement systems and processes to track fleet performance, condition, and profitability.

Customer Service Excellence

• Lead customer service operations across branches and contact centers to deliver a consistent, high-quality customer experience.
• Establish and monitor service‑level agreements (SLAs), response times, and customer satisfaction metrics (e.g., NPS, CSAT).
• Address escalated customer complaints and ensure timely, fair resolution.
• Drive service improvement initiatives based on customer feedback and performance data.
• Ensure frontline teams are trained in service standards, conflict resolution, and brand values.

Financial, Performance and Risk Management

• Develop and manage operational budgets, including labour, fleet costs, maintenance, and overheads.
• Track and analyse KPIs such as revenue per car, fleet utilisation, cost per rental, damage rates, and customer satisfaction.
• Identify cost‑saving opportunities and efficiency improvements without compromising service quality.
• Prepare regular operational performance reports for senior management.
• Support pricing, yield management, and demand planning initiatives in collaboration with Sales & Operations teams.
• Develop and manage budgets for events, and operational expenditures, ensuring cost‑efficiency and ROI.
• Identify and mitigate risks related to operations, reputation, and financial sustainability.
• Ensure all operations comply with local laws, licensing, insurance, and regulatory requirements.
• Manage operational risks related to fleet safety, customer liability, and fraud.
• Oversee health and safety practices across branches and fleet operations.
• Ensure incident reporting, investigations, and corrective actions are in place and completed effectively.

Process Improvement & Systems

• Design, implement, and continuously improve operational processes and workflows.
• Ensure effective use of rental management systems, fleet management tools, and CRM platforms.
• Lead process optimisation initiatives to improve speed, accuracy, and customer experience.
• Support the rollout of new systems, technologies, or operational models.

People Leadership & Development

• Lead, coach, and develop managers and teams across branch, fleet, and customer service functions.
• Set clear performance expectations and conduct regular reviews.
• Identify training needs and support skills development programmes.
• Foster a culture of accountability, teamwork, safety, and customer focus.
• Ensure compliance with HR policies, health and safety standards, and labour regulations.

General

• Uphold company values throughout business practices and utilise sound judgement in decision making.
• Any other additional duties as may be required by management based on needs of the business.

Position Requirements

Minimum Experience

• A minimum of 8–10 years’ experience in operations management, preferably within car rental, automotive, or logistics sectors.
• Demonstrated experience managing multi‑site operations and cross‑functional teams.
• Experience with fleet management and customer service operations is preferable.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Logistics, or related field.