Technical Coordinator

Job description / Role

Company Overview

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 Senior Lease Coordinator plays a critical role in enhancing customer satisfaction by ensuring professional interaction with clients and adherence to Hertz standards. This involves supervising a team of drivers for efficient vehicle delivery and collection, overseeing service and maintenance exchanges, and managing end-of-contract processes. Success in the role requires mentoring the team to meet department targets, effectively coordinating logistics, managing key account follow-ups, and implementing strategic action plans for department improvement.

What you will do

• Act as a mentor to logistics drivers to help them understand the importance of delivering a great customer service experience in every transaction.
• Ensure drivers understand expectations to meet self and overall department targets.
• Assist the Supervisor/Manager in holding regular team meetings and impact planning sessions, updating action plans with effective implementation.

• Take ownership of reporting such as daily vehicle inventory, transaction report, fleet on replacement, same day return, vehicle ageing, etc., to improve overall efficiency.

• Ensure lease-ready vehicles are delivered on time, meeting turnaround time for vehicle in branch aging and reducing fleet on replacement.
• Serve as the point of contact for key accounts, ensuring follow-ups for service bookings and maintenance-related tasks.
• Meet and exceed KPIs for key accounts in service and maintenance.

• Ensure all policies and procedures relating to customer query handling and complaints resolution are adhered to, ensuring customer satisfaction.
• Escalate customer challenges to the Team Leader/Supervisor/Manager as per agreed process when required.

• Conduct daily briefings at the start of shifts with drivers to set expectations related to planned transactions.
• Conduct weekly briefings with drivers to discuss progress, challenges of the week, and align changes in transaction management.
• Conduct a minimum of two training sessions (new or refreshers) with the drivers to ensure they follow agreed processes and offer the best customer service.

• Coordinate and manage logistics to ensure smooth operation flow.
• Ensure compliance with safety and operational guidelines.
• Develop strategies to optimize fleet performance and customer service.

Required skills to be successful

• Strong leadership and mentoring ability.
• Proficient in Microsoft Office programs for reporting and analysis.
• Excellent customer relationship management skills.
• Capability to handle operational logistics under pressure.

What qualifies you for the role

• Bachelor's degree or equivalent.
• Knowledge of MS Office, including Word and Excel.
• Familiarity with UAE roads, locations, and RTA legislations.
• Over 2 years of experience managing people in a logistical role.
• Over 5 years of experience in the automotive industry.
• Excellent team building and leadership skills.
• Problem-solving and analytical capabilities.
• Proven ability to plan and organize efficiently.
• Proficiency in professional communication and presentation, both written and verbal.

About Al-Futtaim Group Real Estate

The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational, and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement, and construction of mega-projects to the leasing, operation, and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years.

Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services, and enable partnerships to create true value to our customers throughout their entire experience with us.

AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.

About Al-Futtaim Malls

Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers.

Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper’s point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar, and Zenata Mall, Morocco.

Leveraging on the expertise of its parent company, Al-Futtaim Malls established PLEX Management Services offering a full array of services including asset management and development, leasing, and brand experience expertise to shopping mall landlords and retail organizations globally. Implementing global best practice and deploying Al-Futtaim Mall’s deep understanding of mall management and retail dynamics, PLEX promises to deliver continuous growth and long-term value for its partners.

About Al-Futtaim Engineering & Technologies

Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions.

The Engineering arm operates in the UAE, Qatar, Saudi Arabia, and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, energy management, technology infrastructure, and digital transformation.

The Technologies division provides complete business solutions to large, medium, and small customers that include contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions, and managed services.

These solutions are further complemented by services that include project management, installation, testing, commissioning, and after-sales maintenance contracts.

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.