Head of Operations & Subscription

Job description / Role

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

The Head of Operations in a finance, leasing, and subscription business is responsible for strategically overseeing and optimizing day-to-day operations to drive efficiency and ensure the achievement of business objectives. This role involves developing operational strategies, streamlining processes, and implementing best practices to enhance overall efficiency and reduce costs. The Head of Operations also plays a crucial role in ensuring compliance with industry regulations and internal policies, managing operational risks, and integrating technology solutions for improved performance. Collaboration with cross-functional teams, leadership development, and a focus on customer satisfaction are key aspects of this role. Additionally, the Head of Operations contributes to financial management by effectively managing budgets and identifying cost-saving opportunities. Overall, this position is instrumental in fostering a positive and innovative work environment while supporting the organization's success in the finance, leasing, and subscription sectors.
This role will manage; Fleet operations (fleeting, de-fleeting, registering cars), Call centre operations, Finance and insurance loan originations to banks.

What you will do:
- Develop and implement operational strategies aligned with the business goals, ensuring that day-to-day activities support the overall mission and vision of the finance, leasing, and subscription business.
- Process Optimization: Streamline and optimize operational processes to enhance efficiency, reduce costs, and improve the overall customer experience. Identify and implement best practices to drive continuous improvement.
- Customer Service: Must ensure that one continuously exceeds customer expectations from all customer touch points within the business. All customer queries are handled in a professional and timely manner, to develop as the market leader in the industry within KSA.
- Mange and develop online business channel: continuance monitoring and improving online business share through own websites maximizing the opportunity
- Strategic aspect: actively participate in suggesting future strategy of digitalizing and making rental business contactless
- Compliance Management: Ensure compliance with industry regulations, legal requirements, and internal policies. Stay abreast of changes in regulations and proactively implement necessary adjustments to maintain compliance.
- Risk Management: Implement risk management strategies to identify, assess, and mitigate operational risks. Develop and maintain contingency plans to address potential disruptions and minimize business impact.
- Cross-Functional Collaboration: Collaborate with other departments, such as finance, marketing, and customer service, to ensure seamless coordination and communication across the organization. Foster a culture of collaboration and teamwork.
- Technology Integration: Oversee the integration and utilization of technology solutions to enhance operational efficiency. This may include implementing or optimizing systems for finance management, leasing administration, and subscription services.
- Quality Assurance: Implement quality assurance processes to ensure that the delivery of financial, leasing, and subscription services meets or exceeds established standards. Monitor key performance indicators (KPIs) to measure and improve operational performance.
- Team Leadership: Provide effective leadership to the operations team, including recruitment, training, and performance management. Foster a positive and productive work environment that encourages innovation and excellence.
- Customer Satisfaction: Prioritize customer satisfaction by ensuring that operational processes contribute to a positive customer experience. Address customer concerns and feedback, and implement improvements based on customer insights.
- Financial Management: Collaborate with the finance department to manage operational budgets effectively. Monitor expenses, identify cost-saving opportunities, and contribute to financial planning and forecasting.

Requirements

Required skills to be successful:
- Excellent communication skills
- Planning and organizing
- Interpersonal skills
- Analytical skills
- Team player
- Highly focused on achieving results
- Problem solving
- Commercial awareness

About the team:

Working in a fast-paced and diverse environment.

What equips you for the role:
- Seven years minimum experience leading operations in service industry, preferably car rental and leasing industry
- Experience in sales and operational aspect of rental business, preferably big car rental or service related industry knowledge
- Understanding of industry best practices, standards and their impact on customer service levels
- Good understanding of retail sales operation and promotional activities to drive revenue and profitability
- Work requires professional written, verbal communication and inter personal skills
- Ability to communicate and interact with internal and external customers and senior management team
- Develop and Maintain strong relationship with peer group and colleagues

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world's most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.